Case Study 

118 118 Money wanted to improve their digital collections offer, increasing the options available to customers to check what they could afford and set up a payment plan. 

They also wanted to provide their off-shore agents with a simple tool to guide I&E capture in a consistent, auditable, efficient and compliant way.

%

Engagement rate

%

Agent AHT Improvement

%

I&E Completion Rate

“We were keen to enhance the options available for customers to engage with us so that they could interact in the way best suited to them – Inicio offered a really effective way to deliver this.

We have been able to get live with a simple, standalone proof of concept really quickly. Inicio have managed the project smoothly and agent training has been simple and straightforward with the early results looking great – strong completion rates and reduced call handling time!“

Sam – Director of Collections

“When you are doing it on the phone you can feel judged on what you’re spending. If you’re doing it on your own and it’s an easy form like this then it makes you be a bit more transparent and a bit more reflective”

Customer

“I liked all the different categories for things like clothes and birthdays and gifts and that you could change the month to week etc it’s really hard to work things out on a yearly basis, so it helps to give you much more honest answers”

Customer

“The Inicio team have been really supportive and responsive – customer feedback is positive, it’s saving us time and my agents are really happy with the solution they have delivered”

Jed

Team Manager