- Collections -
- Finance
Turning debt recovery into predictable cash flow
Facing rising delinquency and inconsistent recovery performance, this large bank needed a smarter way to recover debt at scale without damaging customer relationships.
Challenge
The bank needed to significantly improve debt recovery performance across a large customer portfolio while maintaining sustainable customer relationships. Existing recovery approaches lacked precision, resulting in inconsistent payment commitments, missed recovery opportunities, and limited portfolio growth.
Strategy
Atento implemented a data-driven debt recovery model that combined advanced analytics with qualified human negotiation expertise.
Using data and behavioral insights, the operation identified the most effective recovery proposals for each customer profile. Highly trained agents managed negotiations, ensuring optimized payment options and conditions while maintaining consistency, compliance, and customer trust.
Highlights
- Data-driven recovery strategy defining the best proposal for each case
- Qualified agents leading negotiations and managing complex recovery scenarios
- Specialized technologies supporting prioritization, proposals, and performance tracking
- Scalable model designed to improve results without compromising customer relationships
Results
- 80% increase in payment promises
- 60% effective payment rate
- 14% increase in customer share
- 25% growth in customer portfolio
- #1 vendor with global performance growth of 124%
- Golden Ball Award for Best Recovery Partner
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