GOAL: In the aftermath of the global financial meltdown, client needed to optimize and prioritize their debt collections outreach efforts (5-10M calls/day to 60M consumers) to improve collection productivity and profitability.

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INSIGHT + ACTION: Developed a series of prediction models to identify an expected $ value for each dial attempt, and prioritize calls based on when and whom to call, how much to ask for, and which agent will yield the highest profits.

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Model predictions included:

• Consumer liquidity in 30 / 60 / 90 days

• Probability of paying in next 30 days

• Probability of contacting someone on next dial attempt

• Expected $ value of next call attempt

• Expected profit on next call attempt

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BUSINESS OUTCOME: Predicted 30 / 60/ 90 day consumer liquidity and value of next call to increase collections efficiency by over 140% and improving contact center profitability.