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Large International Consumer Lender

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3%

Customer Abandonment Rate
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90%

Collections Customer Regularization Rate
!

25%

Over Achievement on Targets

Challenge

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.

Solution

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.

Outcome

CDM Direct took over all of the client’s back office work on a full time basis 7 days a week.

PS – client subsequently transferred all of their back office to eastern Europe in line with a global directive to cut cost… but they will be back!

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Agile

We are able to adapt to a changing business landscape quickly and seamlessly.

People

Our people become your people, offering the highest standard of customer service to your customers.

Experience

We have over 25 years of experience working across a wide range of fields.

Responsive

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Technology

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