MRS Leverages Phone Behavior Insights to Work Smarter to Enhance Engagement

When the Consumer Financial Protection Bureau (CFPB)’s Regulation F went into effect, it caused a major operations shift for MRS BPO, LLC, a leading provider of services to the accounts receivables management industry — who couldn’t help but view it as another significant communications barrier to reaching their customers. 

In response, MRS adopted TruContact Phone Behavior Intelligence (PBI), which identifies the best time of day and day of the week to call each consumer, based on when they are most likely to answer, as well as the best phone number to use when reaching out to each individual.

• Increased answer rates by 15%
• Redirected low performing phone numbers to reallocated resources
• Reduced outbound calls by 8% while increasing answer rates