The solution
To address these challenges, Probe CX implemented two comprehensive solutions:
Credit and collections management
Probe CX implemented a multi-phase approach to credit and collections management:
- PHASE 1: Probe CX onboarded and trained 45 customer solution specialists to handle outbound and inbound early collection calls. Training focused on maximising collection while maintaining empathy and sensitivity towards debtors’ situations.
- PHASE 2: Probe CX expanded the team to over 150 employees. This larger team supported 26 additional back-of-house transaction types, including portfolio management, credit card payments, direct debit management, disconnections, pre-mercantile correspondence and deceased estates.
- PHASE 3: Probe CX identified that a significant amount of debt came from customers in lower socio-economic areas. To address this, Probe CX created a trial workflow with a revised communication strategy specifically for these customers. The results of this trial were presented in monthly client workshops to decide on its continuation, adjustment or termination.
Knowledge management system optimisation
Probe CX conducted a comprehensive review of all knowledge articles and training content. This extensive project involved deploying five full-time process associates to author new documents.
Over five months, Probe CX mapped, reviewed and streamlined 1,682 processes, while also revising styles and standards for knowledge management. Once completed, Probe CX integrated the optimised knowledge management system into all new training and coaching sessions, ensuring its use in daily operations.
