Centralizing 200,000+ monthly calls on one platform
Tranqui centralized inbound support, outbound collections, routing, reporting, and campaign analytics on Kit, improving SLA and giving managers real-time visibility across 200,000+ monthly calls.
Kit gave us much greater visibility into operations and precise control over the performance of each campaign.
Tranqui
Tranqui is a Colombian fintech specializing in digital solutions for debt management. The company helps customers manage and resolve outstanding debts through digital tools and customer-focused operations.
Growth exposed the limits of fragmented call operations
Tranqui was expanding its operations from 2 locations to 8, and the company needed a unified way to manage inbound customer support and outbound collections campaigns at scale. The goal was not only to solve an immediate operational issue, but to build the right infrastructure for future growth.
Without a centralized platform, it became harder to control campaign performance, monitor agent activity, maintain SLA, and produce reliable reporting for management decisions.
- Multiple locations needed one operational view
- As Tranqui scaled to more locations, each team needed to work within the same call management environment. Without unified visibility, managers could not easily compare performance, supervise workloads, or understand what was happening across campaigns and teams.
- Inbound and outbound workflows were managed separately
- Customer support and collections required different call flows, but both needed to run reliably at the same time. Managing them through disconnected processes created operational friction and made it harder to maintain consistent performance as call volume increased.
- Manual reporting slowed decision-making
- The team needed clear monitoring of operational indicators, agent metrics, campaign results, and SLA. Manual reporting created duplicate work and delayed access to the performance data managers needed for day-to-day decisions.
- Call routing and callbacks needed tighter control
- As volume increased, Tranqui needed a better way to distribute calls across available agents and handle callbacks correctly. Without intelligent routing and call return logic, customer conversations could be delayed, misdirected, or harder to resolve efficiently.
Central voice infrastructure for collections and customer service
Kit became the central voice infrastructure for all Tranqui operations. Instead of managing inbound and outbound activity through separate tools and manual reports, the company moved campaign execution, routing, recording, dashboards, and database synchronization into one platform.
The solution gave Tranqui a unified operating layer for call automation, supervision, performance analytics, and campaign control.
- Predictive dialing and campaign automation
Tranqui used Kit to run outbound campaigns more efficiently while keeping inbound workflows active on the same platform. Predictive dialing helped optimize dialing speed and increase successful contacts, while campaign automation supported multiple workflows without stability loss.
- Optimized outbound dialing speed
- Supported simultaneous inbound and outbound workflows
- Helped run multiple campaigns without expanding headcount
- Improved control over collections campaign execution
- Intelligent routing and callback handling
The platform distributed calls equitably among available agents and supported call return capability. When customers called back, the workflow could redirect them to the appropriate team, reducing friction in follow-up conversations.
- Distributed calls across available agents
- Reduced uneven workload between team members
- Routed callbacks to the right team
- Helped keep customer conversations moving through the right flow
- Call recording and supervision
Tranqui used call recording and supervision tools to improve quality control and agent training. Managers could review conversations, identify coaching opportunities, and maintain service quality across a growing team.
- Recorded calls for quality control
- Supported agent supervision and training
- Gave managers clearer visibility into call handling
- Helped standardize service quality across locations
- Centralized reporting and database integration
Kit synchronized call statuses and results with Tranqui’s internal systems. Dashboards gave the team detailed visibility into campaign performance, agent metrics, SLA, and operational indicators without relying on manual reporting.
- Synced call results with internal databases
- Reduced duplicate reporting processes
- Centralized campaign and agent performance data
- Supported faster, data-driven operational decisions
Full digital transformation of collections and customer service operations
After implementation, Tranqui moved inbound support and outbound collections into one centralized operating model. The team reduced manual work, improved SLA, gained real-time performance visibility, and continued running multiple campaigns without expanding headcount.
SLA improved within the first months
Tranqui increased SLA from 55% to 60-65% after centralizing call workflows and improving operational visibility. Managers could monitor performance more clearly and respond faster when campaigns or teams needed adjustment.
Monthly inbound and outbound calls handled
The platform now supports more than 200,000 calls per month across customer service and collections. Tranqui can manage high-volume communication while keeping inbound and outbound operations connected.
Operations managed on a single platform
Tranqui now manages its voice operations through Kit, with unified workflows, dashboards, call recording, routing, and reporting. This reduced duplicate processes and gave the team a single source of visibility into contact center performance.
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.