Insights / Case Study
Emerging as one of Indonesia’s most dynamic players in consumer finance, a tech‑driven financing company has grown rapidly since 2013, now operating across more than 200 cities in the country. Headquartered in Amsterdam, they support customers throughout Europe and Asia with a portfolio that includes in‑store financing, cash loans, and online “buy now, pay later” services.
Despite strong market momentum, the company struggled with low RPC performance—only 7.23% of calls reached the right party. Operators often disconnected early due to the absence of a clear greeting structure, limiting opportunities to engage customers. Visibility into call‑result reporting was limited, and QA evaluations excluded calls under 30 seconds, leaving key interaction gaps unassessed. These challenges made it difficult to diagnose issues, coach agents effectively, and ultimately improve cash recovery outcomes.
We standardized greetings, opened up call result reporting for analysis, expanded QA to sub-30s calls, and ran daily hearing sessions to coach operators—creating a tighter, data-led RPC playbook.
“Concentrix strengthened our recovery operations by improving visibility, sharpening agent performance, and ensuring every interaction follows a clear, consistent workflow.”
Improved RPC accuracy and stronger agent performance led to higher cash recovery, supported by clearer workflows, better data access, and continuous coaching improvements.
Operators consistently applied the new greeting structure, resulting in higher engagement and more right‑party connections that directly lifted collection results.
Greater visibility into call outcomes enabled faster root‑cause detection and actionable coaching, building long‑term operational stability and performance.
