Case Study

IVR Case Study: How One Firm Doubled Payments While Reducing Time and Cost

By: Latoya Irby


Today, we’re releasing a case study done with one of our clients, a creditors’ rights law firm. The client, who prefers to remain anonymous for the case study to maintain a competitive edge, wanted a way to save time and money in their collections process.

After reviewing their existing payment process, which required 100% agent involvement, we recommended our IVR solution. IVR, or interactive voice response, allows consumers to make a phone payment without an agent.

Our IVR solution integrates into each client’s existing phone system and offers customizable scripts and voices without requiring any additional hardware. This makes it easy to implement and manage remotely. Businesses, like the subject of our case study, use our IVR solution to allow their customers to make phone payments via credit card, debit card, and ACH any time day or night, even on holidays and weekends.

As a business in the collections industry, the ability to record customizable scripts was essential for our client who must provide certain disclosures to remain legally compliant. IVR can greet customers and walk them through the payment process quickly and easily, with less room for human error.

As revealed in the case study, implementing IVR allowed our client to increase both volume and amount of payments while reducing the time and cost to receive those payments.

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