Revenue Recovery Meets Interactive Voice Response (IVR)
A Company’s True Calling
In 2007, National Recovery Agency (NRA), a vanguard in debt retrieval services, identified the need for increased call efficiency. The company sought a dynamic, automated system that could route calls and maximize collector time with "live connects." An existing and enthusiastic user of CR Software’s advanced technological solutions, NRA naturally returned to CR Software for an interactive response system. Working in conjunction with the Mercury Predictive Dialer, CR Software’s cutting-edge Pegasus Interactive Voice Response (IVR) technology proved the perfect vehicle for NRA’s ambitious call optimization plan.
"NRA runs a large series of campaigns throughout the day," explained Steven C. Kusic, chief executive officer for NRA Group, LLC. "With so many simultaneous calls, it’s essential that our recovery specialists minimize their involvement in the routing process."
To this end, CR Software’s Pegasus IVR technology automatically identifies right party contacts and uses skills-based routing tables to connect each consumer with the best possible representative. NRA also uses the Pegasus IVR system to leave pre-recorded messages for unanswered calls and to monitor hang-up frequencies and trends. As an inbound system, Pegasus IVR even allows consumers to check statuses and make automated payments.
"Pegasus IVR has certainly made a difference in our number of successful contacts," said Kusic, citing increased revenue recovery per account and a 6-9% response rate for automated messages. "We’re extremely satisfied and have already made plans to purchase additional Pegasus IVR systems to support NRA’s unprecedented growth. CR Software made our productivity increase possible."
A Company’s True Calling
In 2007, National Recovery Agency (NRA), a vanguard in debt retrieval services, identified the need for increased call efficiency. The company sought a dynamic, automated system that could route calls and maximize collector time with "live connects." An existing and enthusiastic user of CR Software’s advanced technological solutions, NRA naturally returned to CR Software for an interactive response system. Working in conjunction with the Mercury Predictive Dialer, CR Software’s cutting-edge Pegasus Interactive Voice Response (IVR) technology proved the perfect vehicle for NRA’s ambitious call optimization plan.
Implementing the Interactive
"NRA runs a large series of campaigns throughout the day," explained Steven C. Kusic, chief executive officer for NRA Group, LLC. "With so many simultaneous calls, it’s essential that our recovery specialists minimize their involvement in the routing process."
To this end, CR Software’s Pegasus IVR technology automatically identifies right party contacts and uses skills-based routing tables to connect each consumer with the best possible representative. NRA also uses the Pegasus IVR system to leave pre-recorded messages for unanswered calls and to monitor hang-up frequencies and trends. As an inbound system, Pegasus IVR even allows consumers to check statuses and make automated payments.
Automation = Productivity
"Pegasus IVR has certainly made a difference in our number of successful contacts," said Kusic, citing increased revenue recovery per account and a 6-9% response rate for automated messages. "We’re extremely satisfied and have already made plans to purchase additional Pegasus IVR systems to support NRA’s unprecedented growth. CR Software made our productivity increase possible."
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