Payment Assist
Increasing contact rate from 30% to 70% with a predictive dialler capable of calling 5,000 numbers per day
Payment Assist needed a scalable collections and customer service solution to handle high inbound volumes and a large number of customers in arrears. Contact Web deployed dedicated teams, introduced a predictive dialler and scaled from 6 to 13 FTE as the campaign grew.
70%
Contact rate (up from 30%)
5,000+
Numbers dialled per day at peak
13 FTE
Team scaled from initial 6 FTE
Improved
Cash collected, payment arrangements and CSAT
The challenge
Payment Assist was experiencing a high volume of inbound traffic across both customer service and collections, alongside a large number of customers in arrears. They required a scalable outsourced solution with strong collections experience, flexible enough to grow beyond the initial team size without impacting performance.
- High volume of inbound customer service and collections contacts
- Large number of customers in arrears requiring experienced collections handling
- Need to meet defined KPIs including call volumes, contact rate and payment success
- Requirement to scale flexibly as demand increased
Our solution
Contact Web set up two dedicated teams, one focused on customer service and one on collections. As the campaign grew, teams scaled from 6 to 13 FTE. A predictive dialler was introduced to significantly improve efficiency, routing agents only to answered calls and managing unanswered calls in the background.
- Dedicated customer service team (initially 2 FTE, scaled to 4 FTE)
- Dedicated collections team (initially 4 FTE, scaled to 9 FTE)
- Agents recruited with proven collections experience
- Predictive dialler implemented to maximise agent efficiency
- Focus on live customer conversations rather than unanswered calls
Results
70%
Contact rate (up from 30%)
5,000+
Numbers dialled per day at peak
13 FTE
Team scaled from initial 6 FTE
Improved
Cash collected, payment arrangements and CSAT
"The introduction of the predictive dialler has significantly improved efficiency. Payment Assist has seen improvements across multiple measures, including contact rate, number of payments and overall cash collected."
Delivery model
UK-based delivery with two specialist teams operating across customer service and collections, supported by predictive dialler technology.
Technology deployed
Quality monitoring across collections and customer service interactions to ensure compliant and effective outcomes.
Knowledge AI supporting agents with collections guidance, payment plan options and customer handling protocols.
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