“Our penetration within this market has become so significant that we have plans to open a new data center in New Zealand to expand our operations and best service our growing customer base in the markets.”
Insight Mercantile provides specialist collection and corporate recovery services for some of Australia’s largest banking and finance companies, as well as medium-to-large businesses, government departments and local government. The integration of TCN Platform 3.0 into Insight Mercantile’s operations includes an automated calling feature that gives the company an advantage in targeting hard-to-reach customers through a manual dialing process. Since first using TCN in November 2015, Insight Mercantile has experienced the following milestones:
- Overall profitability has grown by 15 percent, compared to years prior
- Overall call volume increased by 210 percent
- Agent idle time was reduced from 30 percent, on average, to just 5 percent
- Agents have more control using the TCN Agent Portal – has driven empowerment and created an opportunity to help increase company revenue
“Our partnership with TCN has been mutually beneficial, especially the integration with our other vendors, creating a seamless user experience,” said Ben Porteus, national manager of Insight Mercantile. “Productivity levels are at an all-time high, and TCN’s powerful business intelligence solution has far exceeded our expectations.”
TCN has experienced a rapid growth in the Australia and New Zealand markets in recent years, driven by the success of its flagship product, Platform 3.0. With an over 50-percent growth rate during the last year, TCN continues to expand its customer base in the markets, helping organizations streamline contact center operations and quickly increase their productivity levels. According to a reportby Frost & Sullivan, the cloud-based contact center market in Australia is expected to experience a high growth at a CAGR of more than 35 percent between 2014 and 2021.
“Since first expanding into the Australia and New Zealand region over two years ago, we’ve been fortunate to experience such rapid growth,” said Terrel Bird, CEO and co-founder of TCN. “Our penetration within this market has become so significant that we have plans to open a new data center in New Zealand to expand our operations and best service our growing customer base in the markets.”
TCN Platform 3.0 is a cost-effective, advanced cloud-based contact center suite that eliminates the need for complicated hardware and improves connectivity between agents and customers, increasing efficiency without the need for additional staff. It provides industry-leading features such as predictive dialer, Interactive Voice Recording (IVR), call recording, and business analytics. Its “always-on” cloud-based delivery model gives end-users the ability to quickly and easily scale and adjust to evolving business needs.
TCN is a leading provider of cloud-based call center technology for enterprises, contact centers, BPOs, and collection agencies worldwide. Founded in 1999, TCN combines a deep understanding of the needs of call center users with a highly affordable delivery model, ensuring immediate access to robust call center technology, such as predictive dialer, IVR, call recording, and business analytics required to optimize operations and adhere to TCPA regulations. Its “always-on” cloud-based delivery model provides customers with immediate access to the latest version of the TCN solution, as well as the ability to quickly and easily scale and adjust to evolving business needs. TCN serves various Fortune 500 companies and enterprises in multiple industries including newspaper, collection, education, healthcare, automotive, political, customer service, and marketing. For more information, visit https://au.tcnp3.com or follow on Twitter @tcn.
About Insight Mercantile:
Insight Mercantile is a national accounts receivable, debt collection recovery service provider for the banking and finance industry. Insight Mercantile believes in being an industry leader by providing fully accountable credit management solutions in a fast and ethical manner. The company commits to extensive training and on-going improvement measures to be able to deliver high quality professional service and excellence to clients every step of the way. For more information, visit www.insightmercantile.com.