Background
One of America’s largest used-car retailers with over $20B in annual revenue needed help getting their RPC rates up to improve collections.
One of America’s largest used-car retailers with over $20B in annual revenue, sought help connecting with customers to collect on past-due car payments. They have served customers both online and at hundreds of locations nationwide for more than 25 years.
Problem
80% of their 700,000+ monthly outbound calls are collections calls and too many of them were being ignored or marked as spam.
With over 300 agents using a robodialer, collections calls aren’t typically made until accounts are 17 days past due. Despite being one of the “healthier” call center operations for first-party debt collection, they suspected their calls were being marked as fraud or spam, which hampered their ability to reach their customers.
Solution
Increases in RPC Rate Means More Collections, Faster
To obtain a Right Party Contact (RPC), it traditionally would have taken this auto retailer 5-6 calls. But, with Hiya Connect to help manage their reputation, the company was able to create an outbound dialing strategy that allowed them to increase their RPC rate while decreasing their number of attempted calls. With Hiya, an increase in answer rates translated into higher RPC rates and more money collected, faster.
