SP Madrid
Managed Customer Interactions Enhanced Business Profitability
Client Testimonial
Ameyo assisted us in enhancing our customer experience with its advanced capabilities. The end-to-end support provided by the relationship manager is commendable!
Ian Madrid
Founder, SP Madrid
SP Madrid
About SP Madrid
SP Madrid is a reckoned collections company based in the Philippines. Founded in 2008, the company is backed-up with the most advanced collection technology and comprehensive DPA data privacy compliance. With a strong team of legal specialists, SP Madrid offers a variety of collections and other services that include- Call Collections, Field Collections, Credit Investigations, Legal Collections, Vehicle Repossession, and Housing Foreclosure. While ensuring the fastest turnaround time and lowest error rate in its offerings, the company continues to be the BPO Collections Leader in the Philippines by offering the highest collection rate in the industry.
Challenges
Fragmented Customer Data
No Automation
Higher Response Time
Low Call Connect Rate
Inefficient Performance Tracking
Remote accessibility
Fragmented customer data, manual overheads, and ineffective tracking of the overall business operations were one of the major challenges SP Madrid faced in their calling process. They were looking out for a solution that could assist them with a unified view of all customer interactions as well as with a strong reporting and analytics feature.
They also wanted to incorporate automated dialing in the process to increase business productivity and profitability. Moreover, during CoVID, SP Madrid was looking to transition to a remote working setup, but they faced challenges with a secure network and low connectivity in the suburban areas.
The Solution
Ameyo Voice offered several key capabilities,
Multi-level call disposition
Unified agent desktop
Call back functionality
Powerful dashboards for real-time tracking of agents' performance
In accordance with SP Madrid's requirements, Ameyo offered its all-in-one voice solution- Ameyo Voice. The solution was backed up with an automated dialer, Ameyo's in-built CRM, and a comprehensive reporting feature.
Ameyo's advanced multi-campaign login and one-click user management empowered SP Madrid to optimize its agent performance and productivity. They were now absolutely flexible to manage their agents in various voice campaigns, according to the call traffic density. Moreover, Ameyo's work-from-home solution allowed SP Madrid to quickly transition to a remote working setup during CoVID.
Impact
Migration
to remote setup in less than 48 hours
Effective
business operations
Improved
average response time