Large International Consumer Lender

CDM Direct was brought on initially to take overflow calls from the client’s own customer service team in Sydney. The key concern for the client was their inability to provide a consistent level of service to their customers due to the issues that they were facing around staff absenteeism, high attrition rates and constant training and retraining of what they felt were low level staff.

CDM Direct took over the overflow calls but soon found that it was necessary to expand the service by adding staff to manage more of the client’s back office work including sales assistance – helping customers complete their applications, following up missing documentation, doing first level collections and processing hardship claims. All the work was done out of our NZ office in Auckland.