Daviker Customer Case Study : Unsecured & Secured Loans

Stockport based Best4Loans provide unsecured and secured loans to a range of clients. Along with sister company, Valour Financial Management, a company providing debt management, IVAs, trust deeds & bankruptcy services, they have a business model based on high levels of customer and prospect telephone contact. Obtaining maximum efficiency is key to the success of their operations.

Past

Best4Loans has operated an outbound and inbound call centre for several years as an integral part of its business. In 2008, the company looked to improve the efficiency of their call centre operation. The amount of business that was being generated from manually dialling customers and prospects needed improving

At this point, Best4Loans sought out a predictive dialling solution that would address this issue and make gains in productivity, efficiency, accountability and most importantly, profitability .

Present

Since the implementation of the fully blended TouchStar system, Best4Loans have doubled in size due to the growth in business generated from increased volume of calls. They are also currently witnessing the following benefits:

• A versatile system that can be adapted across the several arms of the business including loans, debt management and IVAs.
• Inbound IVR routing the calls to best qualified agents.
• Complete integration with their phone system, in-house CRM application and SMS tool.
• Advanced reporting with detailed statistics from all campaigns - real time and historically.
• Ability to respond to web enquiries within minutes.

Matt Meecham stated: “The TouchStar system has been great for us - I look around the call centre at any time of the day and all the agents are talking. Furthermore, the system shows me what is happening in real time and is displayed throughout the call centre via the Daviker wallboard.”

Best4Loans Improve Customer Levels with Voice Broadcasting Engine

Best4Loans were finding much of their agent’s time was being spent answering customer calls querying the progress of applications for loans. IT Director, Matt Meecham added: “We get hundreds of applications per day with a five day processing time. In that time, we were absolutely inundated with calls from the applicants wishing to know where things were up to. This was proving a nightmare until Daviker informed us of the Voice Broadcasting Engine.”

Bespoke Messages without Human Intervention

The Voice Broadcasting Engine allows for bespoke voice messages to be broadcast to live contacts without the requirement for human intervention. This can be used as a tool to promote superior customer service, e.g. providing appointment times, reminders and updates to clients - all with a simple automated voice message broadcast. The Voice Broadcasting Engine is fully integrated with the TouchStar call centre system.

Immediate Results

Best4Loans added the Voice Broadcasting Engine to their TouchStar system and had immediate results. Matt went on to state: “We now broadcast customer update messages within two days of a loan application which gives customers an update on their progress. It provides the option for the customer to be placed through to a live agent but the majority of calls have been successfully processed with the automated messages.”

Saved Time and Money

The Voice Broadcasting Engine has saved Best4Loans huge amounts of time and money. Matt has been delighted and stated: “The Voice Broadcasting Engine has meant our agents time is maximised through making sales and not dealing with progress updates. This has allowed us to increase sales and reduce the volume of inbound call traffic.”

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