National Consumer Credit & Debt Collection Organization

How a Consumer Credit Provider Improved Trust, Compliance, and Performance

Customer Experience

Driving Voice Clarity, Confidence, and Performance at Enterprise Scale

A national consumer credit and debt collection organization partnered with Sanas to improve customer understanding, increase recoveries, and enhance operational efficiency across its contact center operations—while maintaining strict compliance and customer experience standards.

Following a controlled pilot, the organization scaled Sanas across its licensed agent population after validating consistent KPI improvements and strong financial returns.

The Challenge

In consumer credit and debt collection, performance depends on clarity, trust, and efficiency.

Small communication barriers can reduce connect rates, lower conversions, increase handle time, and drive costly onshore transfers.

The organization needed to:

Improve RPC / Connect Rate
Increase Conversion
Reduce Average Handle Time (AHT)
Maintain compliance and customer experience standards
Avoid workflow disruption

The question: Can improving real-time speech clarity materially impact outcomes at enterprise scale?

The Pilot

Sanas was deployed across 100 agents in the Philippines, spanning inbound and outbound programs across two BPO partners.

The pilot was intentionally rigorous:

Included a mix of performance levels
Measured against a matched control group
Benchmarked against each agent’s individual baseline

Key metrics evaluated:

RPC / Connect Rate
Conversion Rate
Average Handle Time (AHT)
Onshore Transfer Rate
Customer Satisfaction (CSAT)

No script changes. No workflow changes. No compliance risk introduced.

The Results

Sanas delivered consistent performance improvements across inbound and outbound programs.

+14% increase in RPC / Connect
+6% lift in Conversion
20-second reduction in AHT
19.9% reduction in Onshore Transfers
+4.1% improvement in CSAT

Gains were consistent across agent performance levels — and achieved without trade-offs.

Financial Impact

Modeled annual impact at scale:

~$7.5M incremental recoveries from improved conversion
~$0.34M productivity capacity unlocked from AHT reduction
~$2.1M onshore transfer cost avoidance

~$9.9M (~$10M) total modeled annual value.

Because improvements were driven at the individual agent level and validated across inbound and outbound programs, broader deployment extended a proven operating model without requiring operational change.

Conclusion

Following the pilot, the organization expanded Sanas to all 600 licensed agents in the Philippines. Performance improvements were validated across a broader population, reinforcing Sanas’ applicability at enterprise scale.

Sanas became a scalable, low-risk lever for driving performance across the organization. By improving individual agent effectiveness, the company increased recoveries, improved efficiency, and elevated customer experience - demonstrating that real-time speech clarity can deliver material value in complex financial operations.