Case Study: Russcollector (Russian debt-collection agency) achieves 35% revenue growth and 97% agent productivity with Genesys

Russcollector Selects Genesys to Serve as a Linchpin in their Success

Russcollector is a Moscow‑based debt collection agency serving 64 regions of Russia with more than 230 staff and a 50‑agent contact center that handles roughly 20,000 outbound and 1,000 inbound calls daily. Growing volumes and a competitive, bid‑based business model required a reliable, scalable contact center to track agent performance, reduce call handling times, automate outbound dialing/notifications, and meet SLAs.

Russcollector deployed Genesys technologies — including Outbound Voice, Proactive Contact, Inbound Voice, Agent Desktop and the CIM platform — to automate dialing, improve routing, and provide unified reporting. The implementation raised agent productivity from 60% to 97%, increased revenue by 35%, enabled faster SLA compliance and richer analytics, and delivered a payback in under a year while allowing the business to take on more and higher‑margin accounts.

Russcollector

Alexander Bogachenko

CIO, Russcollector