Case Study: Aqua Finance increases collections productivity 61% with Cresta

Aqua Finance boosts dollars collected per hour by 61% with Cresta

Aqua Finance, a consumer finance company, faced challenges in scaling its contact center operations efficiently while maintaining consistent agent performance and reducing time-consuming after-call work. To address inconsistent collections, manual coaching, and language barriers for its agents, the company turned to Cresta and implemented its real-time Agent Assist and Conversation Intelligence products.

By deploying Cresta's platform, Aqua Finance provided its agents with real-time guidance, auto-summarization of calls, and live transcription with translation. The solution from Cresta delivered significant results, including a 61% increase in dollars collected per hour and a 50% reduction in after-call work. The implementation also led to a notable increase in customer satisfaction scores at their offshore provider.

Aqua Finance