Consistent Telephone Debt Recovery

Debt Recovery system specifically adapted to the client's strategic needs





The aim of this project was to improve the Debt Recovery service of an important multinational Telco guaranteeing increased process agility and profitability.

Atento's solution

To answer the challenge, Atento developed a new Debt Recovery system specifically adapted to the client’s strategic needs. This technologically advanced system, fully designed by Atento, guaranteed the automation of tasks that were previously performed by agents and ensured that all stages of the Debt Recovery process were coordinated at the same time in an intelligent form taking into account the degree of overdue payment for each customer.

The system registered cancelled payments, sent out SMSs and e-mails, enabled the set-up of filters by status, and formatted large amounts of data thus providing essential management and operational information to assist in the process evaluation.


Within 6 months of implementation, the results were surprising: Debt Recovery figures increased 88% while operational costs fell by 50%, a benefit of the process automation.

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