MetCredit Canada Increases Call Answer Rate with Branded Call ID Technology

The epidemic of voice spam has done few favors for legitimate businesses trying to communicate with customers via telephone. Consumers, overwhelmed with junk calls, are turning on filters more than ever before to try and screen out the deluge of junk. Unfortunately, this makes it more difficult for legitimate companies to reach their customers. To try and combat the problem, some companies are turning to high-technology call identification solutions to try and penetrate the wall of spam protection by communicating their bona fides to customers during outgoing calls.

Voice security platform company Hiya announced that MetCredit Canada has chosen Hiya Connect for its branded call identification solution to improve call recognition and increase call center contact rates. MetCredit Canada has established a strong reputation across the country for both its success rate and efficiency helping businesses recoup accounts receivable, and the compassionate experience they provide consumers in developing a solution to settle debts.

With spam and fraud becoming a universal problem, MetCredit Canada was increasingly struggling to reach consumers by phone. The company’s legitimate calls were more frequently being reported as spam or going unanswered when the recipient didn’t recognize the number.

Recognizing the challenge, MetCredit Canada registered their phone numbers with Hiya and later implemented Hiya’s Branded Call to boost its success rate by displaying the MetCredit name, logo and call reason to call recipients on the Hiya network, which includes Samsung (News - Alert) phones and a major Canadian carrier in Canada.

The technology adoption has already borne fruit. MetCredit reports that it has realized a 37 percent improvement in answer rate and 55 percent increase in Right Party Contact (RPC), a metric for how often the correct contact is reached.

“Before Hiya, our agents were increasingly unable to help consumers find solutions because they couldn’t even reach the consumer,” said Summerfelt. “With Hiya’s Branded Call, agents can now do what they do better than anyone: connect with the right person and help them resolve their debts.”

Edited by Erik Linask