Case Study: a leading provider of short-term consumer loans achieves lower agent attrition and higher loan conversion with Sutherland Global Services

Leading Short-Term Consumer Loans Provider - Customer Case Study

Sutherland Global Services partnered with a leading short-term consumer loans provider to address significant operational challenges. The client was facing high agent attrition, poor customer service, and negative performance due to inadequate training, inexperienced leadership, and poor workforce management from their previous vendor. They sought a new partner to enhance their talent for loans verification, retention, marketing, collections, and documents processes.

Sutherland implemented a comprehensive solution focused on hiring quality staff and providing rigorous training, including two weeks of formal training with multiple assessments followed by two weeks of nesting. This approach led to outstanding results: agent attrition was drastically reduced from 30% to just 1.5% per month, and agent attendance improved to 98%. Sutherland performed above the previous vendor within 45 days of launch, accelerated the vendor transition, and helped increase annual loan application volumes processed by 40%.