Background
A human-centric approach to debt-collection
Enercare’s business model relies heavily on outbound calling for customer engagement across several critical functions, including preventative maintenance, collections, and customer support.
As Enercare migrated its calling operations from external vendors to in-house teams, achieving high contact rates and efficient communication became a top priority.
Problem
The inability to connect
Common challenges in outbound calling—such as spam tags, unanswered calls, and data quality issues—posed significant obstacles, including:
- High Rate of Unanswered Calls: Many calls were either ignored or flagged as spam, reducing the likelihood of customer engagement.
- Spam Tagging and Caller ID mistrust: Customers frequently perceived Enercare’s calls as telemarketing due to lack of caller ID or spam labeling, leading to lower answer rates.
- Right-Party Contact (RPC) Struggles: Low RPC rates meant that even when calls were answered, Enercare’s agents often could not connect with the correct contact, impacting the success of collections and service calls.
- Data Quality Issues: Incorrect or outdated contact information led to misdirected calls, driving down operational efficiency and frustrating customers.
Solution
Hiya’s branded caller ID solution provided clear, recognizable branding for Enercare
Hiya's Branded Call helped to distinguish their legitimate calls from spam and fraudulent calls.
This branded calling initiative aimed to improve answer rates, right-party contact rates, and overall customer experience.The partnership with Hiya yielded impressive results, significantly improving Enercare’skey metrics during the pilot phase:
- Increased Answer Rate by 37%: Hiya Connect’s branded caller ID made calls easily recognizable, leading to a noticeable boost in the rate at which customers answered on the first attempt.
- 55% Rise in Right-Party Contact Rate (RPC): Improved visibility translated to more conversations with the intended recipient, streamlining both preventative maintenance scheduling and collections.
- Reduced 1-4 Second Call Durations by 44%: Short call durations, often indicative of hang-ups, decreased significantly, signaling improved trust and customer preparation to engage when they saw Enercare’s branding on the caller ID
