From underperforming collections to exceeding recovery targets
After facing persistent challenges with its previous collections operation, the client needed a partner capable of improving recovery results without compromising the customer experience. Through Wepartner's nearshore expertise in collections, the operation quickly stabilized, exceeded expectations, and established a scalable performance model.
Stabilize the operation and improve recovery results
The client was seeing inconsistent collections results with its previous team, leading to low recovery rates and operational inefficiencies. A lack of solid governance, inconsistent coaching, and poor alignment with North American consumer expectations were affecting both productivity and results.
The goal was to work with a nearshore provider specialized in collections, capable of quickly stabilizing the operation, improving performance, and building a disciplined execution model focused on sustainable growth.
Specialized nearshore team with governance and continuous coaching
Wepartner deployed a dedicated collections team with extensive experience serving U.S. consumers and operating in financial services environments.
From day one, we established a governance model with structured performance reviews, operational transparency, frequent calibration sessions, quality assurance, and real-time feedback. The model was complemented with continuous coaching, skills development, and a culture focused on accountability, consistency, and measurable results.
Performance evolution over the first 60 days
The operation moved from an initial transition and stabilization phase to exceeding the client's established monthly target during its second month.
| KPI | 30 Days | 60 Days | Improvement |
|---|---|---|---|
| Target attainment | 60% | 101% | +41 pts |
| Total collections volume | USD 69,909.16 | USD 122,953.19 | +76% |
| Average collected per agent | USD 14,000 | USD 24,600 | +57% |
Key Results
Monthly target attainment reached in the second month
Increase in total collections volume over the same period
Labor cost savings compared to the in-house operation
Strategic Benefits
Quantifiable Results
- 60% of target reached during the first ramp-up month.
- 101% attainment reached in the second month.
- 66% increase in commissions generated.
- 76% increase in collections volume.
- Monthly target exceeded within the first 60 days.
Long-Term Value
- Greater operational consistency and team productivity.
- Better alignment between goals and daily execution.
- Scalable collections model ready to grow.
- Sustainable performance through coaching and governance.
- Greater visibility and control over recovery results.
Want to improve your collections operation's performance?
Wepartner proved that combining specialized nearshore talent, continuous coaching, and disciplined performance management can transform recovery results and build a scalable operation in just a few weeks.
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