Debt Collection contact centres are under pressure. Customers expect fast, flexible responses. Agents need to juggle multiple channels and conversations. And leaders are constantly looking for ways to boost performance without burning out their teams.
So, how can you get more from your call centre without adding more headcount or systems? These five quick wins are designed specifically for collections teams looking to make a real impact—fast.
Switch Repetitive Calls to AI-Managed Conversations
If your agents are spending time answering the same questions—“Can I get more time to pay?”, “What’s my balance?”, “Where do I make a payment?”—it’s time to hand those off to AI.AI Agents can manage these repetitive interactions, freeing up your team to handle the more complex, high-empathy conversations that really move the needle. This not only improves agent productivity but also speeds up response times for customers.
Use Propensity Scoring to Prioritise Outreach
Not every customer needs the same level of follow-up. By using AI-powered propensity scoring, you can predict which customers are likely to self-serve, who may need extra support, and who’s at risk of disengaging.
With this insight, agents can prioritise the right conversations at the right time—improving both performance and outcomes.
Automate the Start of Every Conversation
One simple win: automate the first message. Whether it’s confirming who the customer is, asking for reference numbers, or offering a payment link—an AI Agent can handle the opening stage of a conversation instantly, and hand over to a human if needed.It’s a seamless way to reduce average handling time and increase first-contact resolution.
Focus on Digital Conversations, Not Just Calls
Many customers prefer digital channels like WhatsApp, SMS, or webchat over a traditional phone call—especially when it comes to collections. These channels give customers space to respond in their own time and allow agents to manage multiple conversations at once.
By shifting from voice to digital, your team can do more with less—reducing pressure and improving engagement.
Small Changes That Boost Productivity in Your Call Center
Track and Share What’s Working
The fastest way to improve call centre performance is to learn from your best conversations. Use conversation summaries and analytics to identify what works, share winning approaches with the team, and feed those learnings into AI training and agent coaching.
It’s not about more dashboards—it’s about actionable insights your team can use right away.
Improving call centre performance doesn’t need to mean huge system overhauls or long timelines. With smart use of automation, AI, and conversation design, collections teams can drive real results—quickly.
Want to see how AI Agents could help your team improve performance in weeks, not months?
