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Before Hiya, our agents weren’t able to work with consumers on solutions because they couldn’t reach the consumer. With Hiya’s Branded Call, agents are now able to do what they do best: connect ”

Brian Summerfelt, President and C.E.O, MetCredit Canada

Client:

MetCredit

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Country:

Canada

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Financial Services

Call Type:

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Product:

Connect

Table of contents:

Background

Companies worldwide lose billions of dollars each year from unpaid invoices.

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MetCredit is Canada’s top performing collection agency and has built a reputation that companies can trust them to recover their debts quickly while giving their customers a best-in-class experience when working towards a solution.

Problem

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While MetCredit Canada’s calls were legitimate, the consumers they were trying to reach were seeing an unknown number and either ignored it, or reported it as spam. Without being able to connect to the consumer, MetCredit couldn’t collect for their clients.

MetCredit Canada’s “No Collection, No Fee,” promise meant that their bottom line was impacted and their agent productivity was decreasing as they spent more time trying to reach the same person; they started to look for a solution.

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MetCredit started to look for a solution that they could use to control the display on their outbound calls.

Now consumers knew they were calling on behalf of their commercial clients a reason to answer the phone. By adding Hiya’s Branded Call to their outbound calls, MetCredit Canada saw a 37% increase in answer rate and 55% increase in right-party contact rate (RPC).