A debt collection bureau relying on multiple outsourcing partners faced issues with performance control and escalating costs, limiting its growth potential. We were engaged to review and optimize their contact center operations and integrate them with other business functions. Our goal was to develop and implement a standardized Customer Contact Strategy that would leverage technology, personnel, and procedures to support the company's future expansion.

Our assessment revealed two key problems: the lack of seamless integration between existing technologies (such as rota management tools, outbound dialers, SMS Paylink, IVR, and others) and low staff morale. To address these, we identified and implemented technology solutions, ensuring proper integration across platforms. This was accompanied by enhanced management reporting and monitoring.

We also conducted training and motivational sessions, implemented ongoing staff reviews, and defined clear career paths to boost employee engagement and morale.

The project was completed on time and 12.5% under budget. The workforce was streamlined, reducing headcount from 125 to 100 in arrears collection. Additionally, operational expenses were cut by approximately 25% through renegotiating supplier contracts and replacing outdated, incompatible systems.