Case Study: Co-op Financial Services

Co-op Financial Services has chosen to deploy Aspect Unified IP across over 200 outbound voice seats, and has already reported a saving of 100 hours per month in meeting collections targets.

The financial services provider has just completed the first phase of a new technology investment at its Manchester and Stockport-based contact centres, covering its debt management, general insurance and retail arms.

The three-phase project follows a successful 10-year relationship between Co-op Financial Services and Aspect, during which the customer has used Aspect’s Workforce Management suite across all three services at contact centres in Manchester and Stockport.

Co-op Financial Services will use Aspect Unified IP on a purely outbound basis, including for customer insurance and deal quotes, collections from unpaid debts and tracking the progress of retail customer accounts.

The first phase, completed this month, means that Aspect Unified IP is now live for over 200 debt management contact centre agents, with phase two for general insurance and phase three for retail being rolled out in the first half of 2013. Phase three will also see a complete migration from Co-op Financial Services’ previous supplier.

Senior VP Europe & Africa at Aspect, Mark King, commented: “To see such a large and immediate time saving is fantastic, because it is the proof point of why Co-op wanted to improve outbound processes in the first place; to do more with less, and improve debt recuperation. It will also benefit from easier Ofcom compliance with answering machine detection and the ability to align call strategies with business rules, as well as complete compatibility with legacy systems.”