Case Study: SERTEC achieves 30–40% quality improvement and faster collections with NICE Systems' Interaction Analytics

SERTEC Improves Collections and Service with NICE Interaction Analytics

SERTEC, a Mexico-based BPO and leader in collections and recovery with about 1,500 agents handling roughly 130,000 calls a month, needed to modernize its analytics and quality processes. Relying on manual reviews and spreadsheets, the company could evaluate only about 3% of interactions, limiting insight into customer behavior and slowing its ability to adapt to changing consumer needs and regulatory requirements.

By implementing NICE Interaction Analytics in about two weeks and running an internal adoption campaign, SERTEC expanded evaluation coverage to more than 90% of interactions and unlocked actionable insights to refine collection and objection-handling strategies. Results included a 30–40% improvement in quality, an 8% rise in script adherence, customer satisfaction scores rising from 3 to 4.6 out of 5, reduced abandon rates, and a cut in time to roll out quality initiatives from 1.5 months to one week.

SERTEC

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SERTEC