Debt Collection Outsourcing Case Study

AtPoint Group helped a collections client increase funds collected by 15% and reduce annual expenses by 34% through operational redesign, digital self-service, and automation. The engagement addressed manual processes, aging systems, and costly communication channels while improving the customer experience and reducing compliance breaches.

The Challenge: Manual Processes and Disconnected Systems

The client’s collections operations relied on manual work that slowed turnaround times. Disconnected, aging systems limited productivity, while dependence on costly communication channels added to operating expenses.

Manual call monitoring also created risk exposure. The client needed a more efficient way to manage collections, review customer communications, and support consistent processes.

AtPoint’s Approach to Collections Operations

AtPoint, the client’s partner since 2004, assessed the collections process from beginning to end. The assessment identified opportunities to improve recovery performance, reduce expenses, and address operational risk.

The resulting plan combined changes to the operating model with digital tools and back-office automation.

Consolidating Consumer and Commercial Collections

Consumer and commercial collections operations were consolidated into a single onshore location, establishing a center of excellence. Digital collections capabilities were incorporated to support customer engagement.

Adding Digital Self-Service Options

Interactive voice response (IVR) systems and self-service options through the client’s website and mobile app gave customers additional ways to interact. These options reduced agent-handled call volume and average handling time.

Introducing Automated Compliance Checks

A rules-based system introduced regulatory compliance checks before manual calls. This added a control to the outreach process and helped reduce risk exposure.

Automating Back-Office Processes

Back-office automation reduced manual work, including straight-through processing for bankruptcy filings and automated customer data aggregation.

Refining Customer Segmentation

Additional data sources supported more precise customer segmentation. This allowed the client to focus collections efforts on higher-risk customers.

Results: Increased Collections and Lower Operating Costs

AtPoint reported the following outcomes:

• 15% increase in funds collected.
• 30% reduction in compliance breaches, driven by speech analytics.
• Error rates below 0.5%.
• 34% reduction in annual expenses through operating model improvements and automation.
• $30 million in five-year collection benefit.

The engagement combined operational changes with digital tools to improve collections performance. Self-service reduced demands on agents, automation limited manual processing, and compliance controls supported more consistent outreach.

Discuss Your Debt Collection Operations with AtPoint

AtPoint’s debt collection services help companies manage recovery operations and customer communications. Learn more about its customer experience services or contact the team to discuss your collections needs.

Email AtPoint or call 281-579-4485.

Client identity withheld. Results supplied by AtPoint Group.