- Collections
Growing the portfolio through smarter B2B Collections
The institution needed to recover overdue balances from business clients without breaking commercial relationships or losing active accounts.
Challenge
Rigid collections processes were limiting recovery rates and increasing the risk of customer exit, particularly among B2B clients with complex payment situations.
Strategy
Atento balanced automation for monitoring and outreach with experienced negotiators empowered to design customized payment agreements and preserve long-term client value.
Highlights
- AI supporting scale, prioritization and monitoring
- Human expertise ensuring commercial sensitivity and flexibility
- Performance tracked jointly with client stakeholders
Results
- More than 25% increase in client portfolio
- +14 pp increase in client share
- Ranking as a top-performing collections partner
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