Exceeding industry standards - A year of exceptional predictive dialer results

Check out how one of VCC Live’s long-standing clients achieved outstanding results with predictive dialing, exceeding industry standards.

In 2024, their collections team realized an outstanding 0.66% annual dropped call rate (the industry standard is around 3%!). Read on to explore what helped them outperform typical benchmarks by such a wide margin.

The client

This success story features a major Central European company offering telecommunications, broadband, and television services to both residential and business customers. It operates nationwide and has recently unified several legacy brands under one platform to streamline service delivery and enhance digital offerings.

The debt collection department

The client’s debt collection department has been using VCC Live since May, 2022. A wide range of contact center features helps streamline their daily operations, including:

• call blending so that agents can handle inbound and outbound calls at the same time
• scripts to guide agents through collections calls,
• outbound IVR with self-service options for debtors
• fully automated NPS surveys after calls

However, the cornerstone of their debt collection is a reliable predictive dialer. So reliable, in fact, that it exceeded industry standards, reaching a dropped call ratio 5 times lower than its competitors.

A spot-on predictive dialer

Auto dialers are commonly used in outbound projects with large databases – for instance, a B2C sales campaign or a debt collection project. By minimizing manual tasks and idle time between calls, agent efficiency and talk time can greatly improve.

Of course, this comes with a cost: as predictive dialers initiate more calls than there are agents available, contact centers may risk agent burnout and dropped calls. This is especially true when the dialer’s settings aren’t customized to the project at hand.

With the right setup, the experience is quite the opposite: according to the client’s Collection Call Center Manager, reactions to VCC Live’s predictive dialer have been overwhelmingly positive. From the agents’ perspective, not having to worry about dialing and waiting to be connected has made their work easier. From the management’s point of view, the dialer’s outstanding performance is the greatest advantage.

In the client’s 2024 annual statistics, the dropped call ratio is only 0.66%, which is remarkably low compared to the industry standard of 3%. The average after-call work is only 5 seconds, while the average wait time between two calls is 14 seconds.

The secret to these results lies in the predictive dialer’s algorithm: the formula it’s based on recalculates itself multiple times per second, allowing the dialer to adapt to changes immediately. Paired with the continuous monitoring and fine-tuning (via KPI dashboards and VCC Live’s Customer Success Managers), debt collection projects can progress efficiently.

Supporting features

Scripts

Call center scripts provide all the necessary information agents need in each call – such as the debtor’s overdue amount and the payment deadline. The objection handling module, data validation and embedded external tools further help agents throughout conversations.

NPS survey

After the collections call, customers are transferred to the NPS survey. There, a fully automated process lets them share their feedback without any agent involvement.

Outbound IVR

Customers are reminded about overdue debts through an outbound IVR call. With self-service options, they can choose to settle their payment through VCC Live Pay right away or request a payment deferral. This step is also fully automated, removing a lot of manual tasks from the agents’ workload.

The client’s experience

When asked about their collaboration with VCC Live, the client highlighted our flexible, customers-first approach as well as the product’s user-friendly interface:

They also emphasized how our team’s deep industry experience is clearly reflected in the software: