MaxContact was named a winner in the Contact Centre Solution category of the 2019 Credit & Collections Technology Awards at a glittering collections industry gala dinner in mid-September.

Judges praised MaxContact’s omni-channel approach to contact centre technologies as providing a “great one-stop shop solution to maximise efficiency” with a user-oriented design.

They were also impressed by MaxContact’s call centre technology’s ability to route calls intelligently, including aligning the skills of call centre agents with appropriate customers, all of which the judges said is a welcome addition to the tools available to credit and collections call centres.

By placing calls with the most capable call handlers, it improves outcomes including first-call resolution and total time to resolution, while ensuring staff feel that their talents are recognised and appreciated.

Meanwhile in the credit and collections industry in particular, it can also increase the total funds recovered over the course of a typical working day throughout the contact centre.

One judge commented on the triple-digit gains that can be made by implementing this technology in a contact centre that handles incoming and outgoing collections calls.

They noted the “excellent results that have led to a 123% increase in the collections per agent per day metric. Also good integration of inbound and outbound communication”.

Full marks

A total of four of the award’s judges ranked MaxContact as their outright winner, while three awarded the maximum possible score of ten out of ten for the company’s contact centre solutions.

Overall the average score awarded by the judges was over eight out of ten – making MaxContact a category winner with the best overall rank in the contact centre solutions award.

Even more of the judges mentioned the “excellent” capabilities of MaxContact call centre technologies, a word that was used again and again in their glittering feedback.

One said: “Excellent example of a system that makes the user’s job a lot easier,” while another praised the “excellent use of technology to rationalise and improve call centre quality of service”.

Gala event

The Credit & Collections Technology Awards were presented at a gala dinner at the Newcastle Crowne Plaza on September 12th.

Event organisers Credit-Connect said: “The ceremony was a celebration of the companies that are consistently raising the bar and pushing the profession forward through innovation.

“The evening provided a fabulous opportunity to celebrate the best in class in the industry as finalists gathered to hear who had triumphed this year.”

Expert panel

The judging panel comprised 21 experts from across the credit and collections industry, representing organisations like the Finance and Leasing Association, Insolvency Practitioners Association and the Association of Credit Professionals among others.

For MaxContact it is a ringing endorsement of contact centre technology that has already proven its worth in practice time and time again.

Coming from a panel of industry experts representing professional organisations in the credit industry and beyond, that makes this award win even more significant and highlights the benefits of putting modern contact centre technologies in place for incoming and outgoing calls alike.

“This award is testament to our commitment of providing innovative solutions. The continued investment we have made into our solution has allowed for year on year growth and to have already passed competitors who have been in the market for over 10 years shows our dedication to continuous improvement” Ben Booth Operations Director