Intrum Justicia Iberia Increasing productivity and revenues in Debt Collection (Altitude Software Case Study)

1. Increasing Productivity and
revenues in Debt Collection

2. © Altitude Case Study – all rights reserved 2
Intrum Justitia Iberia Increasing
Productivity and Revenues in Debt
Collection
Intrum Justitia Iberia is a company with more than 30
years of experience and leadership in the market of debt
collection. In Spain, it was created by Banco Central
Hispano and soon after the Intrum Justitia Group became
a shareholder, having acquired 100% of the company by
the time of the fusion of Central Hispano with Santander and the creation of BSCH.
The services delivered by Intrum Justitia Iberia are the management of consumer,
commercial and international collections, as well as the management of credit
portfolios, insolvencies, SLS and judicial procedures.
Introducing Predictive Dialing in the Contact
center
The Intrum Justitia Contact Center used an inhouse
preview mode dialer solution. This solution started to
show some constraints, such as the inability to provide
predictive dialing. “In our previous dialer solution,
agents were left to deal with situations where the
contact was not achieved” remarks the Intrum Justitia
Operations Director. “By introducing predictive dialing
capabilities we were seeking to reduce the time
between calls and to automatically address all the
calls that were not answered. This would increase
productivity and revenue generation in our contact
center”
After deciding to go for an external solution provider,
Intrum Justitia performed several assessments. In the
end Intrum went with the Altitude solution, deemed to
be a solid performer, an easy to use solution that
integrates seamlessly with existing Intrum solutions,
enabling the contact center operations to be managed
in real time.
“The Altitude Software
solution was on our
shortlist from the
beginning of the process. It
came across as a solid
software that had the end
user in mind. After a
comprehensive ROI
analysis, we concluded that
we would have our return
on investment in less than
eight months. We would be
able to have more effective
calls in less time but also
we would not lose a second
in non-effective calls.”
Operations Director,
Intrum Justitia Iberia

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Significant Increases in Productivity
“The decision took us some time because the
Intrum group suggested we worked with Cisco’s
IP solution”, explains the Operations Director.
“But we reached a compromise that enabled us
to keep to the decision we thought was the
best”. The project results speak for themselves
as time savings reached 6 seconds for each
contact and 23 seconds for contacts not
achieved, as these are dealt with automatically.
Intrum Justitia Iberia benefited from an
increase in revenue without adding more agents, which has enabled the company to increase salaries,
improve workplace morale and agent satisfaction. “The integration with Altitude Software was
straightforward for the agents. They understood the benefits, because now they deliver more in the
same amount of time”, says the Intrum Justitia manager. The predictive dialer manages all calls,
including the ones to non-existing numbers and to people that don’t take the call. So agents can focus
on effective calls and are able to contact more people and bring in more revenue. The Contact Center
has 70 workstations and works with two shifts. Monthly total contacts that were around 200.000, now
reach 1,5 million with the Altitude Software solution.
Customer Profile
 Founded in Sweden in 1923
 Leader in the debt collection
management European market
 Present in 22 European countries
 More than 90.000 customers
 2.900 employees
Project Profile
 Altitude solutions enables a better
use of human resources, increasing
productivity and revenues, while
achieving seamless integration with
existing business systems in debt
collection campaigns and
management.

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Working Together Towards
Faster Grow
Intrum Justitia is in a very competitive business were
companies need to be up to date on the latest
technologies and solutions. According to Raquel
Serradilla, Executive Vice President for Southern Europe
with Altitude Software, “Our solution enabled Intrum
Justitia to achieve higher productivity and provided the
extra flexibility and capabilities necessary to compete in
such a dynamic market”.
The Predictive dialling solution helped Intrum Justitia Iberia become one of the fastest growing companies
in the Intrum Justitia Group. The big volumes of calls are supported by well-devised customer campaigns
that imply massive marketing campaigns using email, sms, mail, etc. These campaigns are also supported
by the contact center, using Altitude solutions to manage inbound calls.
Contactos
Intrum Justitia
Calle Juan Esplandiú 11-13, 14ª
28007 Madrid España
Tel. + 34 914 234 600
Altitude Software
San Joaquin, 1
28231 – Las Rozas, Madrid
Tel. + 34 917 320 350
llamenos@altitude.com
Business Benefits
 Higher Agent Productivity
 Fast Return On Investment – in less
than eight months.
 Higher Contract Rates and higher
revenues from collections
 Real Time management of contact
center operations
 Easy integration with existing
business systems
Solution Profile
 Altitude uCI
 Altitude Voice Inbound
 Altitude Voice Outbound
 Altitude Voice Outbound predictive
 Altitude uAgent OCX
 Altitude uSupervisor