Case Study: California Republic Bank increases collections and cuts calling costs with CallFire Cloud Call Center & IVR

Cloud Call Center and IVR Help Bank Collect Auto Loan Payments

California Republic Bank’s auto finance division, an indirect lender working with franchises and independent dealers in California, Arizona and Texas, faced an inefficient, manual collections process that made it hard to organize communications and compete with other lenders. With agents simply picking up the phone to dial out, the bank needed a streamlined, scalable way to increase outbound contact rates and recover past-due payments.

CRB implemented CallFire’s Cloud Call Center and IVR, which boosted outbound attempts by about 20 per representative per day and produced one- to two-hour sessions that generated more than 450 calls daily with nearly half reaching live answers. At roughly $2 per user per hour, the low-cost platform reduced calling expenses, improved collections and margins, required minimal training, and has handled thousands of calls since deployment while the bank explores wider use across other departments.

California Republic Bank

David Hellman

Collections Manager