Collections Department Uses IAT Dialing Technology Creatively to Increase Collections Revenue

Salt Lake City — QC Holdings Companies, Inc., has named using IAT’s CT Center as a key factor in their dramatic collections revenue increases for 2009.  

QC Holdings, Inc., headquartered in Overland Park, Kansas, provides payday advances in 24 different states. QC Holdings’ Corporate Collections Department was formed in 2005 to collect on accounts the branches were unsuccessful in collecting. In the past four months, the department has out-collected every previous month for the past three years, even in a less-than-perfect collecting atmosphere. “I like CT Center because it’s helped me increase revenues without increasing the expense of salary,” said Darrin McCarty, QC Holdings Sr. Manager-Collections and Recoveries.

IAT, a Utah-based dialing technology company, caters exclusively to the collections industry.

CT Center, IAT’s site-premised product, combines both Predictive Dialing (PD) and Interactive Communications (IC) modules on a single Windows®-based platform. QC Holdings uses both PD and IC (IVR Messaging) in their collections department, in conjunction with another IAT technology called Universal Dialer Ports (UDPs), which allow dialer lines to manually shift back and forth from PD to IC.

Using UDPs, QC Holdings is able to use a combination of PD and IC or use all 30 of their dialing lines for just PD or just IC. Most of the time, Julie Crable, QC Holdings Corporate Collections Supervisor, turns on IVR Messaging and has her agents take all the transferred inbound calls generated.  “It’s like having 30 extra collectors taking calls,” said Crable. “We did department research and discovered that out of 250 calls, we only collect on one account. I couldn’t do what I do without those 30 lines and being able to make thousands of calls a day. At times it’s almost like an inbound center. Sometimes I have to back off and use less IC, because I have a few people out.”

“Since we’ve been using CT Center differently, our inbounds have increased dramatically,” said McCarty. “Now we have to ask ourselves if we need more staff in order to make more PD calls. It’s a good problem to have.”
 
“Universal Dialing Ports allow our customers flexibility in how they use their dialing lines,” Randy Cooper, IAT Senior Vice President over Research and Development. “They can adjust use depending on staff size and daily goals to maximize their dialing resources. This little change allows companies like QC Holdings to see dramatic collection increases and increasing ROI.”

Purchasing licenses to convert 30 regular dialer lines to UDPs was a big investment for QC Holdings, but one that was absolutely beneficial for the company.  “Especially in this day and age, you’ve got to keep your salaries down,” said Crable. “By making that initial investment, we got payback that same month. It usually takes a new collector 90 days to start making us money.”

About IAT
IAT provides predictive dialing and interactive communications contacting solutions for the collection industry and related markets. Their products are installed in hundreds of organizations throughout the U.S., Canada, and South Africa. Using their cutting-edge product offering, CT Center, their Predictive Dialer and Outbound/Inbound Interactive (IVR) Communications systems can operate simultaneously on a single Windows platform. In addition to site-premised systems, CT Impact, IAT’s Hosted Broadcast Messaging and Predictive Dialer service, increases debt recovery without an initial capital investment and no setup fees. By developing innovative and reliable products and services, and providing outstanding customer service and support, IAT helps customers become significantly more productive and profitable. Founded in 1986, IAT is a privately held company based in Salt Lake City, Utah. To learn more about IAT, CT Center, and CT Impact, visit www.iat-cti.com, send an email to info@iat-cti.com, or call 800-574-8801

About QC Holdings, Inc.
Headquartered in Overland Park, Kansas, QC Holdings, Inc. is a leading provider of short-term loans in the United States, operating 563 branches in 24 states at March 31, 2009. With more than 25 years of operating experience in the retail consumer finance industry, the company entered the short-term loan market in 1992 and, since 1998, has grown from 48 branches to 563 branches through a combination of de novo branches and acquisitions. During fiscal 2008, the company advanced nearly $1.4 billion to customers and reported total revenues of $227.7 million.