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Dynamic Dialler Solution for BCW Group

Sabio SolutionsContact Centre Technology
Dynamic Dialler Solution for BCW Group

How BCW Group – the UK and Ireland’s premier provider of credit management and debt recovery services – helped improve the performance of its state-of-the-art, fully blended contact centre environment by working with Sabio to implement a next generation Avaya proactive contact solution.

Operational Challenge

Outbound contact volumes had grown fourfold plus BCW was determined to introduce new levels of flexibility, support increased levels of call blending, and deliver increased operational support in order to improve the overall quality.

Sabio Solution

Sabio implemented a dynamic dialler solution based on Avaya’s latest Proactive Contact technology. BCW Group chose Sabio for the project because of its in-depth dialler expertise and proven Avaya skills.

Results Delivered

Working with Sabio has helped BCW Group secure key benefits, including:

  • Successfully implementing a next generation dynamic dialler solution
  • Achieving in excess of 80 percent advisor utilisation on outbound campaigns
  • Using the Proactive Contacts CLI control to secure an 18 percent uplift in contacts
  • Reducing cost of recovery by helping Collection Advisers to contact debtors earlier in the debt recovery process
  • Ensuring BCW Group exceeds evolving industry compliance requirements

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