As the business expanded across Latin America, collections operations came under increasing pressure. Higher volumes, regional complexity, and varying customer behaviors made it difficult to scale efficiently while maintaining consistency.
Key challenges included:
The organization needed a way to combine automation with human oversight—ensuring efficiency gains without losing the personal engagement critical to collections performance.
Working across collections, operations, and technology teams, a hybrid operating model was introduced—balancing digital agents and human advisors in a 50/50 mix to manage interactions more effectively at scale.
Key elements included:
This approach embedded automation directly into day-to-day operations, rather than layering it on top of existing processes, enhancing efficiency while maintaining a high standard of customer care.
As the model scaled, digital and human workflows operated in parallel—allowing the organization to handle higher volumes while maintaining control over quality, compliance, and customer experience.
Concentrix developed a hybrid operation—50% human and 50% digital—to meet the client’s evolving needs.
1,530 digital agents deployed and fully utilized across six partner vendors, integrated with more than 1,200 advisors
100,000+ omnichannel payment interactions managed across email, voice, and SMS
In a highly competitive LATAM collections market, this hybrid approach enabled the organization to scale operations, improve payment outcomes, and deliver more consistent customer engagement across channels—demonstrating how human and digital capabilities can work together effectively in real operational environments.
