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VW Credit, Inc. - Making a Difference in Customer Service and Collections with Aspect


Presented By: Aspect


  • The Problem:
    – Maximize technology investments, while continually focusing on customer relations.
    – Increase agent and supervisor efficiency and productivity.
    – Decrease abandonment rates.
    – Reduce delinquency rates on customer loans.

  • Solution:
    Implemented Aspect® eWorkforce Management™ enabling VCI supervisors to better manage, plan and
    optimize staffing resources. In addition, VCI was able to see a significant return on investment from its
    existing Aspect® Customer Self-Service IVR™ for automating the payment process and Aspect®
    Enterprise Contact Server™ for providing improved screen pops with customer account information. The
    company also began using Aspect® Unison® Predictive Dialer and Aspect® Campaign Optimizer™,
    integrated with its existing Aspect® CallCenter® ACD, to call its collections customers at optimal times
    in an effort to reduce vehicle repossession rates.

  • Result:
    – 80 percent reduction in time frontline supervisors spent creating and managing schedules.
    – 23 percent increase in service levels and eight percent decrease in call abandonment.
    – 138 second decrease in average speed of answer for customer care, and a 60 second decrease in
    average speed of answer for customer accounts
    —more than 55,000 hours annual reduction in customer hold-time.
    – Decreased payroll costs and telephony carrier charges.
    – Reduced delay eight to 13 seconds by eliminating account verification step in IVR.

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