A leading US-based debt buyer managing diverse late-stage consumer debt portfolios spanning auto, credit card, student, and medical debt. The company sought to expand its recovery operations internationally for the first time while maintaining the same compliance standards expected of domestic operations.
The client needed a trusted offshore partner capable of managing sensitive, late-stage debt recovery at scale without compromising regulatory compliance. With a complex portfolio spanning multiple debt categories and a growing need to improve connect ratios and dialer performance, they required a team that could deliver domestic-level results from an international set-up, and do so efficiently with a lean, high-performing workforce.
Epicenter deployed a specialized collections team combining inbound and outbound voice strategies targeted at pre-legal accounts. We utilized advanced tracing tools to significantly improve connect ratios and implemented a dynamic dialer strategy to maximize account penetration and data optimization, ensuring every agent delivered measurable recovery results.
Epicenter made our first international expansion seamless. Their team delivers domestic-level compliance and recovered $1.4M with just 8 agents. They consistently double our return on investment.
The client faced the dual challenge of transitioning their recovery operations outside the US for the first time while managing a sensitive portfolio of late-stage auto, credit, student, and medical debt.
Poor connect ratios made it difficult to locate and engage debtors effectively, and an underoptimized dialer strategy was limiting the team’s throughput and account penetration. Strict FDCPA compliance requirements added another layer of complexity to an already demanding operational environment.
Epicenter began with a focused 3-agent pilot in 2023 to validate the model before scaling. We deployed collectors trained specifically in late-stage debt recovery across multiple debt categories and combined inbound and outbound voice strategies to engage pre-legal accounts at the right moments.
Tracing tools were integrated to improve locate rates and boost connect ratios, while a dynamic dialer strategy was implemented to optimize account data penetration and agent productivity. Compliance was embedded as a default standard, with FDCPA adherence built into every touchpoint of the recovery process.
In One Year
Return-on-Investment
FDCPA Compliant
Deployed blended voice operations targeting pre-legal accounts to maximize debtor engagement and recovery opportunities across the portfolio.
Utilized specialized tracing tools to identify and connect with hard-to-reach debtors, significantly improving connect ratios across diverse debt categories.
Implemented adaptive dialer strategies to improve account penetration, reduce idle time, and drive higher productivity from a lean agent team.
Maintained zero regulatory defects through rigorous, compliance-first processes that meet domestic US standards from an international delivery model.
Structured a phased expansion from a 3-agent pilot to a full production team, enabling the client to validate ROI before committing to scale.