Case Study: Hoist Finance achieves 45% more outbound calls and up to 70% agent talk time with Alvaria Cloud

How Hoist Finance partnered with Alvaria to revolutionize their contact center, increasing agent productivity and customer engagement – including a 45% increase in outbound calls and a 2.5-fold rise in payment promises

Hoist Finance, a multinational debt-restructuring partner operating in 10 European countries, faced productivity bottlenecks in its Polish contact center of about 45 agents where manual outbound dialing led to busy signals, voicemails and missed connections that reduced talk time and frustrated agents. The company wanted to automate outbound dialing and modernize contact center capabilities while keeping a cloud-first, scalable approach to support future regional rollouts and peak-volume outsourcing.

Hoist deployed Alvaria Cloud’s automated dialer and web-based agent interface in Poland in 4.5 months, enabling automatic detection of busy signals, voicemail and configurable reattempt rules plus a more intuitive agent experience. Results included a 45% increase in outbound calls, a 5.5x rise in attempts per agent, agent talk time rising to 40–70% (from 25–37%), ~25% more inbound calls handled, and a more than 2.5-fold increase in promises-to-pay, with plans to expand the cloud solution to Spain, Italy and Germany.

Hoist Finance

Dirk Katschenges

Head of Group IT-Service