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Context

Collections is high-volume, highly repetitive and tightly regulated on call times, content and conduct. Manual teams struggle to scale during month-end peaks.

Three weeks from zero

  • Week 1: agree scripts and compliance rules, integrate the loan management system.
  • Week 2: test against thousands of simulated calls across regional accents.
  • Week 3: release to a small customer cohort, monitor and scale gradually.

What the agent does

The agent calls with payment reminders, explains amounts due, records promises to pay, sends payment instructions by SMS and routes financial-hardship cases to human advisers.

It’s not just about calling more — it’s calling at the right time, in the right tone, within the rules.

Early results

Promise-to-pay rates rose noticeably while advisers gained time for loans that need special support.