RCB

Revenue recovery firm achieves pinpoint accuracy

In Brazil, the purchase of non-performing loans (NPL) is a thriving US$ 10-billion market. Financial services company RCB leads the way in collecting debts and returning capital to banks and creditors. Riding on the leading NPL servicing platform from RCB, these activities span products like cards, loans, overdrafts and mortgages.

RCB transformed customer engagement with a sustained innovation program. They reclaimed contact center operations from an external partner and consolidated them onto a single platform built on Genesys technology.

Greater control of dialer databases, account selection and campaign management provided a solid base on which RCB could build. Additionally, the Genesys solution has provided the company with a competitive advantage, enabling more right-party contacts (RPC) and genuine opportunities for negotiators to speak with customers.

Benefits

150% increase in agent productivity
Three times boost in revenue collections over two years
Improved right-party contacts from 12 to 30 per day, per agent
Fewer than 1% calls reach an answering machine
62% reduction in queue times

Challenges

Optimize agent performance and revenue recovery
Reach more customers at the right time—on the right channel

Solutions

Read the customer story

“We knew how important it was to reach the customer first time. Every missed connection was another drain on productivity. Now, we don’t have this problem.”

Marco AC Mattos, Executive Director of Business Intelligence, Analysis and Strategy, RCB

+1.888.436.3797

About Genesys

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.