Collections Rescue
AI Transformed First Help's Collections Team. First Help Financial's rapid growth strained its Collections department with legacy systems, high turnover, and negotiation errors. Targeted UX research and AI redesign improved efficiency and stability. One-fifth of agents missed bonus targets due to performance issues, and system failures hampered IT and workflows.
Pushan Sen Gupta
“The system, as a whole, isn’t just slowing teams down—it is driving them out. If left unaddressed, resignations, lost revenue, and low morale will continue to rise.”
Rookie-to-Pro: A Guided Ramp Up In < 30 Days
AI workflows accelerate new hires' learning, reduce mistakes, and enhance experience. Our tools offer a unified dashboard for customer info and account details, aiding call prep. 65% more agents earned bonuses, and trained collectors advanced to leadership.
Time on Each Major Call Task: Efficiency Comes with Experience
Research by Experienced Users Only Slightly Faster, But Enables Greater Speed Later (🔻8s, 🔻18.6%)
Client ID Becomes Significantly Faster with Experience (🔻21s, 🔻51.2%)
Experienced Users Perform Faster Payment Processing (🔻17s, 🔻21.8%)
Experienced Users Complete Wrap-Up in Half the Time (🔻17s, 🔻56.%)
Payments Streamlining Collections with Smart Tracking
AI-driven workflows now seamlessly auto-trigger title requests immediately following payoff, display key processing milestones with clarity, and flag any missing documents—effectively reducing delays, minimizing support tickets, and significantly decreasing repeat customer calls.
Automated Promise to Pay System Boosts Collection Success
We successfully implemented an innovative automated PTP (Promise to Pay) system designed specifically to meticulously track outstanding commitments, effectively enforce necessary consequences, and promptly escalate any instances of missed payments. This strategic approach not only streamlines our processes but also enhances our financial management capabilities.
We Built a Unified, Automated System for Speed and Precision
Our innovative automated system significantly eliminates manual errors, ensuring that collectors have real-time access to accurate and up-to-date payment data across all platforms. This advanced capability not only streamlines operations but also empowers teams to confidently process transactions with greater accuracy and efficiency.
What People Were Saying
“I spend more time waiting for the system to load than actually making calls. It is so outdated and sad.”
— Carla Oliveria, New Hire
“The payment history in LeapFrog is a mess. I use Cyber-Ridge, it breaks down interest, principal, and late fees.”
— Joshua Wright, Sr. Collector
“I feel like I spend too much time making sure stuff is correct when I need to be trying to understand the client.”
— Camillo Rubio, Team Lead
“For the first time, I could make a payment in less than a minute, I got no more crashes.”
— Danillo Cabrero, Sr Collector
Measurable Improvements
Designed To Work
This next phase moves beyond system speed and accuracy—elevating the collector experience through AI-driven guidance, real-time emotional intelligence, and engagement strategies. These enhancements ensure a more intuitive, human-centered, and effective system that empowers collectors in real time. Explore our complete process in the detailed case study PDF: