Case Study: BPO Collections boosts collections and agent engagement with Alvaria Motivate (Alvaria)

BPO Collections Improving Your Collection Rates with Game Mechanics

A family‑owned BPO with 27 years’ experience and more than 500 employees handling first‑ and third‑party collections across multiple industries faced a familiar challenge: keeping agents motivated while maintaining strict regulatory compliance. Agents doing difficult collection work were burning out, performance varied across teams, and management needed an engaging, easy‑to‑use way to course‑correct behavior and give executives unified engagement visibility.

The BPO rolled out Alvaria Motivate in its Cherry Hill automotive‑finance operation, appointing a game master and using scorecards, contests, a coaching module, TV leaderboards, and a virtual raffle wheel to drive behavior in real time. Over four months they saw Right Party Contacts rise 36%, First Time Payments climb 13%, and Call Score jump 61%, while stabilizing performance, reducing turnover, improving coaching efficiency, and delivering clear ROI through greater transparency and agent engagement.

BPO Collections