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National Durable Goods Leasor

About

A National Durable Goods Leasing Company needed to reduce operational costs while increasing their collection rates. They turned to FidoTrack Gamification to create an integrated employee engagement platform that put the “want to” into work whereby reducing agent turnover and simultaneously increased productivity.

Challenge

Deliver on debt collection service agents and supervisors objectives.

1. KPI Improvement for Agent and Supervisor
2. Can the supervisor get engagement from the agent?
3. Skills Development

FidoTrack Gamification Solution

Tightly manage agents and supervisors to performance goals through an integrated set of
engagement, gamification, skill-development tools and consultative meetings. These mechanics will be focused around affecting behaviors.

Key Performance Indicators and Metric focus

• Attempts
• Right Party Contact
• Utilization
• Promises to Pay
• Directed Coaching

The Goals

1) 85% Agent Utilization
2) 45% Promises to Pay (historical average was 40%)
3) 25,000 Attempts / week / Agent. (this goal was significantly exceeded in the first 2 weeks, it was increased to 40,250)

Summary of Results

Results: Improved, Sustained Production Through Engagement and Gamification

60-Day Performance
• 15% increase in Promises to Pay
• 18% increase in Attempts
• 100% achievement of Utilization Goals

Analysis

Success of Goal Achievement
Agents, Supervisors and Site Directors were provided a transparent view of the production landscape. Company Goals which
were outlined by the organization were clear and their progress was easily tracked. Healthy competition through transparency
was evident in Contests and Duels which instantly improved productivity and efficiency. The integrated Coaching allowed
Supervisors to immediately engage Agents specifically related to their progress toward the highly visible Company Goals (see
Agent and Supervisor Dashboard). Utilizing FidoTrack Gamification generated a significant increase on two (2) of the Goals;
ATTEMPTS and PROMISES TO PAY and met the Goal on the 3rd; UTILIZATION.

“FidoTrack moved our bottom lines and helped us to improve key metrics by almost 20% across the board. Most importantly, we service our customers in a better way, and in the right way. I recommend Fidotrack to any metric driven center looking to improve their customer experience, associate morale, and productivity.”

K.Saab, Game Master