Customer Success Story- SP-Madrid | Ameyo

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Ameyo assisted us to enhance our customer experience with its advanced capabilities. The end-to-end support provided by the relationship manager is commendable!

Ian Madrid

Ian Madrid

Founder, SP Madrid

sp-madrid-logo

Use Case

Remote Contact Center Solution for agents working in remote locations

Region

Philippines

Industry

Collections

SP Madrid - Introduction

SP Madrid is a reckoned collections company based in Philippines. Founded in 2008, the company is backed-up with the most advanced collection technology and a comprehensive DPA data privacy compliance. With a strong team of legal specialists, SP Madrid offers a variety of collections and other services that include- Call Collections, Field Collections,  Credit Investigation, Legal Collections, Vehicle Repossession, and Housing Foreclosure.

While ensuring the fastest turn-around time and lowest error rate in its offerings, the company continues to be the BPO Collections Leader in the Philippines by offering the highest collection rate in the industry. 

Challenges

  • No Unified Agent Desktop
  • Non-Contextual Calls
  • Low Call Connect Rate
  • Inefficient Dialer with manual overheads
  • Inefficient Follow-ups

Results

  • Improved Call Connect Rate
  • Improved Customer Insights & Operational Efficiency
  • Increased agent productivity & strong follow-ups
  • Faster Response time
  • Enhanced Quality Assurance

How Ameyo Assisted SP Madrid

In accordance with SP Madrid’s requirements, Ameyo offered its all-in-one voice solution- Ameyo Voice. The solution was backed up with an automated dialer, Ameyo’s in-built CRM, and a comprehensive reporting feature. Further, Ameyo Voice offered several key capabilities- multi-level call disposition, unified agent desktop, call back functionality, and powerful dashboards for real-time tracking of agents’ performance. The implementation was smooth, quick, and on-time. With this, Ameyo’s advanced multi-campaign login and one-click user management empowered SP Madrid to optimize their agent performance and productivity. They were now absolutely flexible to manage their agents in various voice campaigns, according to the call traffic density.

Tackling Challenges of Remote Working

Ameyo’s work from home solution along with a secure VPN connection allowed SP Madrid to migrate to remote working in less than 48 hours. With more than 100 agents working from home, Ameyo helped the company to maintain business continuity and overcome the challenges of low internet connectivity and bandwidth issues.