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Leading debt collection agency, STA International, has more than 65 years’ experience in UK and international debt recovery, credit control and tracing. MaxContact work with them to support the performance of their contact centre, including increasing contact rates and boosting productivity.
Since implementing MaxContact, STA International has:
Increased contact rates by 10%
Seen a year-on-year reduction in call abandon rates
Increased team productivity by 6%
The challenge
Specialising in amicable B2B, B2C and student debt collection, STA International required a reliable contact centre solution to support their collection process. The smooth running of the contact centre and maximising as many contacts as possible, all while remaining compliant are key requirements for the business.
The solution
Since partnering with MaxContact, STA International has seen a big improvement in performance. Having the combined functionality of both predictive and progressive dialling has increased contact rates from 7.5% to 18%, which in turn has had a positive impact on success rates.
MaxContact’s user friendly reporting suite has enabled STA International to gain additional information at the click of a button, which helps them to identify and focus on key areas to improve business performance. With compliance being key to debt collection agencies, MaxContact’s undroppable algorithm gives STA International the reassurance to know they’ll never breach call abandonment rate regulations.
The ease of use and lack of complexity with the product’s user interface is a key plus point for the team at STA International. They find the management dashboard easy to use, enabling them to track and measure key areas quickly, preventing any delays on being reactive.
As well as valuing MaxContact’s powerful solution, the team at STA International appreciate the support and partnership approach they receive from MaxContact, and feel it gives them the comfort to know any issues will always be resolved promptly.
"We are really pleased with the overall product, the ease of use and all information being readily available at the click of a button within the reporting suite. When looking for a solution, we found that no other suppliers came close to MaxContact on ease of use and extracting key information quickly."
Paul Egan, Head of Contact Centre Operations
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