How quickly did Concora Credit roll out Sanas?

Concora moved to a full rollout in late October 2025 and had more than 500 agents across two BPO partners working with Sanas within a month.

How did Concora Credit evaluate Sanas?

Concora used test and control groups from August to October 2025 against a three-month baseline, tracking transfers, handle time, customer satisfaction and recovery measures, and its leaders listened to live calls directly.

How does Concora Credit manage Sanas across BPO partners?

Concora runs onboarding and offboarding audits, monthly usage reviews and license reallocation toward agents with the most customer call time.

Concora Credit

Concora Credit Rolls Sanas Out to 500+ Agents Across Two BPO Partners in a Month

Financial Services

Clearer Conversations in Service and Recovery

Concora Credit runs customer service and recovery operations through two offshore BPO partners in the Philippines. After a rigorous, data-driven evaluation, Concora rolled Sanas out across both partners and had more than 500 agents working with Sanas within a month.

The Challenge

In recovery, where calls are mostly outbound, clear communication directly shapes whether a conversation moves forward. Concora wanted to reduce comprehension friction without changing how frontline agents work. It needed an approach that would:

Improve clarity on both customer service and recovery calls
Work across two BPO partners and multiple sites
Absorb new-hire classes and shared workstations
Fit the different rhythms of service and recovery teams
Be measured with real operating data, not opinion

The Approach

Concora evaluated Sanas from August to October 2025 with test and control groups, against a three-month pre-Sanas baseline. Metrics included:

Transfer patterns
Average handle time
Customer satisfaction
Recovery measures such as right-party contact, conversion and payment performance

Concora’s operations leaders also listened to live calls directly rather than relying on reports alone, which gave the team a practical standard for what a clear customer conversation should sound like. The company focused on its Philippines operations, where the operating model and call mix fit best.

“Some of the calls were amazing, just amazing. They sounded exactly the way I expect a customer conversation to sound.”
Operations Leader, Concora Credit

The Rollout

In late October 2025, Concora moved to a full rollout across both partners. Within a month:

500+ agents across the two BPO partners were working with Sanas
New-hire classes were added as they joined
Both partners were running steadily, and one reported no rollout issues and a positive change in the audio experience

“We got the rollout up and running quickly, and we hit our milestone in that same timeframe.”
Director of BPO Management, Concora Credit

Operational Impact

Concora treats Sanas as an operating practice, not a one-time launch. Its teams built a repeatable model:

Onboarding and offboarding audits keep licenses matched to active agents
Monthly reviews track usage and coverage
Licenses move from managers with less call time to the agents who spend the most time with customers
Calls that set the strongest standard are used to share pacing and cadence practices across the team

Conclusion

By spring 2026, Concora’s deployment had moved from active rollout into steady operations. It runs Sanas for several hundred agents across two BPO partners, with frontline agents at the center of the program and the governance in place to support the next stage of its voice strategy.