A large servicing and collections agency that works with student loans needed a new contact center solution. They had used a different vendor to implement a contact center approximately two years earlier. However, the implementation had gone poorly. The customer fired the vendor and turned to CDW to fix the existing Contact Center Setup issues.

A CDW solutions specialist first took the time to understand the customer’s business processes and goals. The customer’s employees are paid on commission. The more money an individual collects, the more he or she earns. While many loan processing and collection agencies see substantial turnover among their employees, this agency maintains a high retention rate. The customer wanted to provide already happy, motivated, effective agents with a means of boosting their call productivity—a result that would benefit both workers and the company.

CDW engineers customized and implemented a 205-seat, Cisco Unified Contact Center Enterprise solution that would meet the customer’s defined business needs. The solution focused, in particular, on the collections side of the business. Engineers automated much of the agent process by architecting the system to make automated calls. If someone picks up the phone on the other end, an agent is immediately connected to the call. On average, agents are able to make eight times as many calls as before solution deployment, facilitating higher commissions. The automation also gave employees more time to track down individuals with whom they could not easily make phone contact, further increasing successful collections. The customer is thrilled with the way the solution has met its stated objectives.