About De Vries Group

De Vries Group, successor of the company De Vries Justitia, is a debt collection agency which has been operating since 2012 in the Czech Republic, Slovakia, Poland, the Netherlands, Spain, and Georgia.

Challenges

De Vries Group aims to streamline debt collection

De Vries Group handles large-scale occasional orders and needs to be flexible in responding to the needs of their clients and scaling call capacities up or down with demand. After previous experience with another provider, De Vries Group transitioned to CallMiner OmniAgent (formerly VOCALLS), and within two months launched a voicebot successfully collecting debts.

“Currently, we are testing and fine-tuning the operation, but already we have managed to increase the efficiency of our contact center, as the voicebot enables us to handle multiple calls simultaneously. The virtual assistant provides high quality support just like its human colleagues. If required, the voicebot transfers the call to a customer service representative. Together, we are setting up the voicebot to handle inbound calls and we look forward to further future cooperation.” Bc. Jana Kavalírová, Team Leader at De Vries Group

Solution

Optimizing debt collection through collaborative human-machine interaction

Through CallMiner OmniAgent, the voicebot ensured that promises to pay were converted into actual accounts receivables, which required a well-thought-out human-machine interaction. The voicebot also informs the client about when and how payments need to be made. The voicebot was designed in close cooperation with De Vries Group. Several test phases took place before it was deployed. Since the launch, log files are being analyzed in order to supervise, maintain, and fine-tune the voicebot.

Results

CallMiner OmniAgent AI voicebot drives efficiency and performance

Since the deployment of the voicebot, De Vries Group has seen an increase in the number of client contacts. The voicebot handles multiple calls simultaneously and therefore the number of accounts receivables increased as well. The voicebot flags clients who are unreachable for an extended period of time, saving agents time. The performance of the voicebot was compared to the performance of human agents and it turned out that the bot was just as efficient. In certain weeks, the voicebot outperformed human agents.

Key measurable outcomes from this partnership include:

• Accounts receivables increased by 362% from 130,000 CZK to 600,000 CZK
• Increase in accounts receivables delivered by 470,000 CZK