Case Study:  Call Center Optimization

Problem

  • Lost time and effort applied to account collections with no understanding of customer ability or propensity to pay
  • Unable to track client record changes that may affect amount of effort worth applying to delinquent accounts
  • Unable to forecast revenue due to lack of vision into liquidation rate

Solution

  • Use Pervasive DataRush Analytics to create predictive models of customer behavior
  • Utilize predictive models to score clients and optimize collection work distribution
  • Apply predictive model to provide insight into collection rates leading to revenue predictions

Benefits

  • Fast turnaround of predictive models allows quick adjustment to changing client data and situations
  • Workforce optimized to focus on clients most likely to pay leading to higher utilization and increased turnaround
  • Executive management now has insight into future revenue numbers with confidence

Case Study Summary

Industry  Financial
Solution  Pervasive DataRush for Analytics
Business Problem Solved  Able to Forecast and Prioritize Call Center