A leading debt collection agency operating in multiple US-based centers provides inbound and outbound receivables management across all stages of the consumer and commercial life cycle on both a first and third party basis. With an innovative combination of proprietary technologies and work flow tools, comprehensive collections processes focused on compliance and quality lead by experienced professionals committed to continuous process improvement, the business delivers superior financial performance and high levels of client and consumer satisfaction.
TouchPoint One was asked to deploy Acuity to achieve greater synchronization of the agency’s people, processes and technology and maximize their aggregate ROI. Specific challenges were identified as important factors in the organization’s effort to attain greater productivity and improvement across several Key Performance Indicators.
“Accounts Receivable Management and Customer Care organizations are seeking turn-key gamification solutions to improve the customer experience, strengthen the work culture and improve business results,” said Greg Salvato, CEO of TouchPoint One. “We are ecstatic about the start of the A-GAME Contact Center Performance Football Challenge and applaud all of the great companies participating this year.”
Acuity demonstrated immediate and sustained value in every KPI defined during the planning and pre-implementation phase. The 54% one year improvement in the Percentage to Goal KPI — vital for any collections organization, resulted in respective annual revenue and EBITDA increases of 11% and 46%.
The financial benefits made possible with the help of Acuity were significant and measurable and the solution itself was aligned with the agency’s ongoing commitment to continuous process improvement.
Acuity’s impact for ARM outsourcers is compelling. It provides a platform to implement and systematize processes and align employees and strategies in innovative ways. Acuity improves collections, engages agents and enables organizations to operate with a higher level of awareness, efficiency and agility that can significantly raise the bar on financial performance and business competitiveness.
To extend the trend in improved performance achieved through its Acuity implementation, TouchPoint One’s collection agency client is participating in the A-GAME Contact Center Performance Football Challenge. A-GAME is the latest feature enhancement to Acuity and leverages structured individual and team-level competition to measurably boost employee engagement, improve business results and enhance the customer experience. Beginning each year just after Labor Day, the A-GAME Contact Center Performance Football Challenge regular season aligns with the National Football League’s seventeen week timetable. A-GAME enables organizations to create their own leagues for which A-GAME automatically facilitates round-robin tournament competitions and play-off stages among their internal teams that culminate in a season end championship. Supervisors - as team coaches and agents - as players, compete head-to-head for prizes, recognition and a possible spot in the league championship game.
“Acuity has made life so much easier for the leadership team! Having a balanced scorecard is a necessity in our environment.“
- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ
“TouchPoint One, through their technology platforms and expertise, has enabled us to intelligently employ gamification within a comprehensive performance management framework which has significantly elevated employee engagement and effectiveness.“
- Mark Wilson, Chime Solutions CEO
“We are saving ourselves so much time and so many headaches. It is just a better way to work.”
- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit