Case Study: C.A.R.S. becomes PCI compliant

Creditlink Account Recovery Solutions Ltd has chosen a solution from Magnetic North to ensure its agents are PCI compliant.

The debt recovery specialists, also known as C.A.R.S., are using Magnetic North’s cloud-based Maximise IVR solution for automated payments.

“We’ve relied upon Magnetic North for more than 7 years to operate our contact centre from the cloud,” said Peter Copperwheat, Managing Director of C.A.R.S. “Their PCI compliance solution will allow us to further streamline processes and increase productivity, while ensuring we comply with industry regulation.”

The company, which provides complex collection solutions for numerous blue chip clients, has developed a reputation for achieving measurable results for both early arrears and written-off debt portfolios.

“Maximise provides us with the ability to assign CLIDs (the telephone numbers presented on outbound calls) at a campaign, calling list and individual customer record level,” said Graham Vincent-Scott, Head of Collections at C.A.R.S. “This enables us to operate a broad mix of calling activities through a single outbound campaign, with confidence that return calls to the CLID presented can be routed back to the correctly skilled inbound/blended agents.”

In addition to Maximise, C.A.R.S. is also using Optimise for call recording – a critical part of the business so that any disputes over promised payments can be resolved – and the Magnetic North Success Management programme which helps to ensure the optimisation of contact centre performance.