Scaling collections without adding headcount
In debt collection, answering the call is not enough. Kit helps teams fine-tune dialing logic, automate reminders, and manage inbound calls without overwhelming agents, increasing contact rates and visibility across every stage.
CONTACT RATE
SCENARIOS DEPLOYED
Our business model is sensitive to customer loss: when someone answers, we can't afford to lose them. With Kit, we control our dialing logic precisely, factoring in customer behavior and running multiple contact strategies in parallel — from voice reminders to full call routing. The impact is clear: higher contact rates and much greater process transparency.
Plata
Mexican neobank focused on consumer credit and digital financial services. One of Mexico's fastest-growing fintech companies.
In collections, every lost contact is a lost recovery
Collections teams operate under hard limits: fixed agent capacity, low contact rates, and the constant risk of losing a customer at the moment of transfer. Growth in portfolio size doesn’t change reality. You can only reach as many customers as your agents can handle, and only if you reach them at the right time with an available agent ready. Plata was hitting that ceiling.
- Limited agents, unlimited volume
- Collections portfolio was growing faster than headcount could support. Every hour of available agent capacity was accounted for — there was no buffer for peaks, no flexibility to handle portfolio growth. The team was hitting a ceiling: more customers to reach, same number of people to reach them.
- Low first-contact success rate
- A large share of daily outbound attempts failed to connect. Calls went unanswered, numbers were unresponsive, attempts landed at the wrong time. Wasted dials meant wasted capacity and lower daily recoveries. Each failed contact burned agent time without moving the portfolio.
- Transfer failures at the critical moment
- When a customer finally answered and was ready to engage, there was no agent available to take the call. The mismatch between customer availability and agent capacity created lost contacts — no callback, no second chance. One failed handoff = one lost recovery opportunity.
- No control over dialing logic
- The team couldn't adjust how, when, or which customers were being contacted. Dialing strategy was locked in — no precision, no ability to optimize based on real-time conditions. They needed to control the logic directly to match their operations reality.
Flexible dialing logic and voice reminders
Plata needed a collections workflow that could increase contact attempts without overloading the contact center. Kit was configured to route calls based on live agent availability, manage campaign pressure, and keep customers engaged when the team was at capacity.
The solution combined automated dialing logic, pre-recorded voice reminders, and internal CRM integration in one operational flow.
- Capacity-based call routingr
Calls were routed automatically to available agents instead of being pushed through a fixed outbound sequence. This helped Plata reduce failed attempts caused by timing gaps and keep the workload aligned with actual team capacity.
- Connected outbound dialing with real-time agent availability
- Reduced the risk of customers answering when no agent was ready
- Helped manage contact center workload during higher-volume periods
- Balanced contact attempts with the team’s ability to handle live conversations
- Voice reminders when agents were unavailable
When agent capacity ran out, the workflow did not stop completely. Customers received pre-recorded voice reminders about their outstanding debt, keeping the communication active without adding manual follow-up work for agents.
- Delivered debt reminders automatically when live support was unavailable
- Kept customer outreach running beyond agent capacity limits
- Reduced repetitive manual reminder work
- Helped agents stay focused on live conversations that needed human handling
- CRM-connected process control
The workflow was integrated with Plata’s internal CRM, so agents could work from a single operational view. Managers also gained clearer visibility into campaign activity, customer contact outcomes, and the full collections process.
- Gave agents access to customer context in one view
- Connected call activity with internal collections data
- Improved visibility across dialing, reminders, and follow-up
- Supported clearer analytics and end-to-end process control
Higher contact rates without increasing team workload
After implementation, Plata improved contactability in key portfolio segments while keeping the contact center workload under control. Kit helped the team run more structured outbound scenarios, reduce process drop-off, and scale collections communication without adding manual pressure to agents.
Increase in successful contact rate across key segments
Contact rates in priority portfolio segments grew by more than 10% after go-live. The improvement came from matching outbound dialing logic with real agent availability, so more answered calls could turn into live conversations instead of failed handoffs.
Call connection stability across automated interactions
The telephony infrastructure adapted quickly to Plata’s collections needs and maintained stable performance across automated call flows. For a collections operation, this stability matters because every failed connection can mean a lost contact opportunity.
Customer interaction scenarios deployed in parallel
Plata launched multiple customer interaction flows through Kit, including agent-connected calls, automated voice reminders, and CRM-supported follow-up logic. This allowed the team to automate repetitive contact points while keeping the process visible and controlled.
See Kit running in your operation
A 30-minute working session with a specialist who knows contact centres in your market. No slideware.
You describe one inbound and one outbound flow.
We build it in Kit and dial a real number.
You get the scenario and a rollout estimate.