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Geneva Finance Switches To Automated Dialling

Geneva Finance Switches To Automated Dialling 

Lake-designed contact centre solution helps Geneva Finance triple its outbound credit control calling – with no headcount increase



Auckland and Sydney – 14 November 2007


Lake Corporation Pty Limited, an Australian-owned leading supplier of value added multimedia solutions for contact centre operators, has installed an automated predictive dialling system at the Mount Wellington, Auckland head office of Geneva Finance Limited.

The Lake solution is based on the Aspect Unison™ software suite from Aspect Software, the world’s largest company focused exclusively on customer contact solutions.

Unison is a predictive dialling system which companies can closely integrate with their back office systems in order to give contact centre agents screen displays of customers’ account histories while they are talking to them.  In addition, Unison provides a comprehensive range of other customer friendly and time- and cost-saving efficiency features to manage the performance of campaigns and agent teams.

Geneva Finance was founded in 2002 and is a wholly New Zealand-owned private company specialising in competitive personal borrowing outside traditional bank offerings.  The company’s 21 branch offices throughout New Zealand are staffed by financial advisors who provide a highly personalised service for small borrowers.

Geneva Finance CEO Shaun Riley said the decision to adopt Lake as its contact centre supplier was based largely on word-of-mouth.  A staff member had previously worked at a Lake-installed contact centre elsewhere and spoke well of the experience.  Also, “From asking around other users we gained a generally favourable impression of Lake’s reputation for satisfactory outcomes.  In the event, we found them very professional in their approach and were very pleased with their ability to deliver to our own time frame.”

With some 28,000 clients on its books, a big part of the daily activity at Geneva Finance is following up on late payments and before the Lake deployment, the company was mainly reliant on non-automated telephoning.  This became increasingly inadequate, thanks to the rapid growth of the business, hence the switch to automated dialling for the company’s 30 contact centre agents.

Shaun Riley said call productivity had improved appreciably adding, “We are now making three times the number of calls we were making previously, with no increase in staff numbers”.  He added that while it was still too early to say what this meant in terms of the reduced number of days outstanding, “The early signs are very pleasing”.


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