Case Study: Recsa Chile slashes transfer errors and boosts productivity with Genesys

Recsa upgrades customer experience platform to reduce costs, and increase productivity

Recsa is a Chilean financial services firm with more than 28 years’ experience and over 25 branches nationwide, handling nearly 7 million collection-management transactions. Facing a market downturn and rising unpaid debt, the company needed to cut failed calls by 30%, verify system interoperability and transaction tracing, improve KPI-driven management and workload prediction, and optimize contact-center resources and profitability as headcount grew.

Recsa implemented the Genesys Customer Experience Platform with Reporting & Analytics (SIP-based, high-availability) and multichannel capabilities, now testing chat and new business models. Within three months transfer errors fell from 9% to 0.2%, direct answer rates rose, collections and revenue increased, technology management costs decreased, staff turnover dropped, and overall productivity and campaign performance improved.

Recsa Chile

Francisco O'Ryan

General Manager