At their recent Annual Awards Ceremony, CCA Global presented our colleague David Hegarty with the Professional of the Year – Gold Award in the CCA Global Standard© Achievement Awards

As part of the work on a client contract, one of the tasks is to run missing payment searches and prior to David’s project there were daily files (containing around 30k-40k records each) that had to be opened and searched individually.  His project created a database to collate to a single location and could be searched to cover much larger time periods. The database includes file selection for automated parsing and upload and allows for pretty extensive searches. It also issues automated reporting on a daily basis and 1-click weekly/monthly reports also.

The results:

  1. A reduction in AHT for missing payment queries from circa 15 mins to circa 3 mins.
  2. Improved query handling times results in improved Customer Experience and happier customers, thus happy client
  3. Reduction of FTE allocated to Payment queries of 1.5 agents

The citation from the CCA described David’s work as “An impressive presentation and submission.  The CCA assessor was hugely impressed with the thorough systematic approach to understanding the scope and complexities of the project and planning the steps required to achieve the achievements required.  The challenge was significant, the work was thorough and benefits achieved remarkable and sustainable.  The achievements detailed will inevitably have significant positive impact upon the success of the client relationship and has been highly satisfying for colleagues involved in the project”

Many congratulations David!

Photo shows David (left) being congratulated by our Managing Director, Paddy Morrissey (right)