Case Study: RCB achieves 3x revenue collections and 150% higher agent productivity with Genesys

RCB Transforms Agent Performance For Greater Customer Engagement And Three-Times Higher Revenues

RCB, a leading Brazilian purchaser and servicer of non‑performing loans (NPLs), relied heavily on contact‑center negotiators to recover funds but was hampered by aging communications systems and vendor dependence. Missed and mistargeted calls, high telephony costs and frequent contact with answering machines reduced first‑contact success and agent productivity, undermining revenue recovery efforts.

RCB reclaimed operations and consolidated onto a Genesys‑based platform, adding predictive dialing, integrated IVR, CRM integration, quality monitoring, analytics and machine‑learning enhancements to optimize campaigns and dial plans. The changes tripled revenue collections per person (from BRL 6,400 to BRL 22,400), raised agent productivity ~150% (RPCs from 12 to 30/day), cut answering‑machine contacts to 1%, reduced queue times by 62%, and now supports ~800,000 calls per day with 430 blended agents.

RCB

Marco AC Mattos

Executive Director of Business Intelligence, Analysis and Strategy