Elevating Collections with Advanced AI Solutions

In the competitive telecom industry, managing debt recovery efficiently is crucial for maintaining financial health and customer relationships. This case study explores how Atento transformed the debt recovery process for a telecom company, leveraging AI to significantly improve delinquency recovery rates and instill best practices in collections management.

The Challenge

Boosting Delinquency Recovery Rates

The primary challenge was to enhance the effectiveness of the company’s debt recovery efforts. The goal was not only to increase recovery rates but also to implement a more sophisticated approach to collections management that could adapt to the evolving landscape of the telecom industry.

The Challenge

Boosting Delinquency Recovery Rates

The primary challenge was to enhance the effectiveness of the company’s debt recovery efforts. The goal was not only to increase recovery rates but also to implement a more sophisticated approach to collections management that could adapt to the evolving landscape of the telecom industry.

Strategic Approach

A Three-Tiered Operational Structure

To address this challenge, Atento developed a comprehensive strategy that introduced a three-tiered operational structure to the collections process:

  1. Early Collection Service Led by Virtual Agents: The first line of engagement utilized AI-powered virtual agents to initiate early collection efforts, providing a scalable and cost-effective solution.
  2. Human Agent-Enhanced Recovery Efforts: For cases requiring a more nuanced approach, human agents were brought in to enhance recovery efforts, leveraging their expertise to handle complex situations.
  3. Analytics and Predictive Models: The strategy was underpinned by the use of advanced analytics and predictive modeling to refine engagement strategies and tailor approaches based on individual debtor profiles.

Strategic Approach

A Three-Tiered Operational Structure

To address this challenge, Atento developed a comprehensive strategy that introduced a three-tiered operational structure to the collections process:

  1. Early Collection Service Led by Virtual Agents: The first line of engagement utilized AI-powered virtual agents to initiate early collection efforts, providing a scalable and cost-effective solution.
  2. Human Agent-Enhanced Recovery Efforts: For cases requiring a more nuanced approach, human agents were brought in to enhance recovery efforts, leveraging their expertise to handle complex situations.
  3. Analytics and Predictive Models: The strategy was underpinned by the use of advanced analytics and predictive modeling to refine engagement strategies and tailor approaches based on individual debtor profiles.

Operational Highlights

Tailored Strategies and Real-Time Insights

The implementation of this strategy brought several operational enhancements:

  • Tailored Debt Recovery Strategy: By developing strategies based on individual debtor profiles, Atento was able to personalize the collections approach, increasing the likelihood of successful recovery.
  • Real-Time Dashboards for Oversight: The use of real-time dashboards allowed for continuous monitoring and adjustment of strategies, ensuring optimal performance.
  • Integrated Historical Data: Leveraging historical data informed decision-making, allowing for a more strategic approach to each case.
  • Humanized Virtual Agent Voice: The introduction of a humanized voice for virtual agents significantly increased engagement and recovery ratios, making interactions more effective.

Operational Highlights

Tailored Strategies and Real-Time Insights

The implementation of this strategy brought several operational enhancements:

  • Tailored Debt Recovery Strategy: By developing strategies based on individual debtor profiles, Atento was able to personalize the collections approach, increasing the likelihood of successful recovery.
  • Real-Time Dashboards for Oversight: The use of real-time dashboards allowed for continuous monitoring and adjustment of strategies, ensuring optimal performance.
  • Integrated Historical Data: Leveraging historical data informed decision-making, allowing for a more strategic approach to each case.
  • Humanized Virtual Agent Voice: The introduction of a humanized voice for virtual agents significantly increased engagement and recovery ratios, making interactions more effective.

Results

A New Benchmark in Recovery Effectiveness

The results of Atento’s strategic approach were impressive:

  • 70.5% Recovery Effectiveness Rate: On a challenging USD 7 million portfolio, Atento achieved a recovery effectiveness rate of 70.5%, setting a new benchmark in the industry.
  • 55% Contactability Rate: The innovative use of virtual agents led to a 55% contact ability rate across a substantial volume of calls, demonstrating the effectiveness of integrating AI into the debt recovery process.

Results

A New Benchmark in Recovery Effectiveness

The results of Atento’s strategic approach were impressive:

  • 70.5% Recovery Effectiveness Rate: On a challenging USD 7 million portfolio, Atento achieved a recovery effectiveness rate of 70.5%, setting a new benchmark in the industry.
  • 55% Contactability Rate: The innovative use of virtual agents led to a 55% contact ability rate across a substantial volume of calls, demonstrating the effectiveness of integrating AI into the debt recovery process.
This case study exemplifies how Atento’s innovative use of AI and a strategic operational structure can transform debt recovery efforts in the telecom industry, leading to significant improvements in recovery rates and collections management practices.

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