Case Study: Retrieval Masters achieves 20% higher agent productivity and increased profitability with Twilio

Retrieval Masters Increased Agent Productivity 20% using Twilio

Retrieval Masters, a New York–based collection agency founded in 1977, experienced rapid growth but was hampered by disparate legacy telephony and inefficient workflows that limited agent productivity and scalability. The company needed a modern, integrated communications solution to handle higher volumes, improve customer interactions, and meet compliance requirements.

Retrieval Masters replaced its legacy systems with a Twilio Voice–based cloud call center integrated with CRM, click-to-call, automated caller identification, call recording for HIPAA/PCI compliance, and real-time monitoring. The new platform enabled agents to spend less time idle and more time with customers, boosting productivity 20%, increasing calls handled per agent by 20%, raising revenue per agent by about $500, cutting attrition in half, and supporting millions of calls and texts per month.

Retrieval Masters

Todd Fuchs

Owner