Meeting Regulations While
Increasing Reach and Revenue
PTP worked closely with Enova to develop an agile, intelligent outbound dialing system, adhering to applicable industry regulations and boosting sales by over $1 million.
Enova’s existing contact center systems were outdated, as were those used for processing in-person applications. As a result, inbound customers were not effectively managed and numerous challenges arose, including:
No ability to view complete customer profiles for call routing and contact center management
A lack of a scalable solution to accommodate increasing growth
A breakdown in existing systems, spurred by a growth in clients and changing compliance measures
Going from Freeware to Custom Solutions with the Ideal Technology Partner
PTP partnered with Enova to assess the existing technology and implement a new system that resolved issues and delivered much-needed improvements. Our solution included:
A full call center assessment to pinpoint specific pain points and gaps in existing systems.
Intelligent interaction routing based on product type, matching customers to agents based on skill level.
An agile and outgoing dialing system that automatically connected customers to the first available agent and remained compliant with various regulations in each country of operation.
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$7.7 million increase
Decrease in call abandonment rates
$1.1 million increase
in inbound communications sales
Increase in customer satisfaction
Increase in agent retention rates and incentives
Enova is a multinational company that uses technology to create innovative financial products and services for individuals and businesses.
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