With over 28 years in the international market targeting prestigious companies in the financial, retail and education sectors, Recsa Chile leads the way in recovery services, selling products and card activations, as well as valued product delivery.
A significant market downturn greatly impacted the levels of unpaid consumer debt and also meant there was lower usage of the company’s services. Despite this, their customer base grew and, with nearly seven million collection management transactions to perform, the company needed to increase their productivity.
With the addition of the latest Genesys solutions, Recsa has seen significant results. These include cost savings, increased revenue and increased collections; a drop in the transfer error rate from 9% to 0.2% after just three months; and a rise in the direct-answer indicator.
Benefits
- Savings, increased revenue and increased collections
- Reduced transfer error rate from 9% to 0.2% in three months
- Increased direct answer indicator
- Reduction in the cost of managing technology
- Ease of administration
- Reduction in staff turnover, with better training and performance of the company in general
Challenges
- Reduce failed calls by 30%
- Verify interoperability, the integration of systems and transaction tracing
- Increase management effectiveness, work with indicators that allow the prediction of workloads
- Optimize utilization of resources
"Genesys was chosen because of their modular, open platform, that allows high-level management."
Francisco O'Ryan, General Manager, Recsa Chile