Outbound — Retention & Collections
Retention specialists and collectors that hold customers
Why this matters
Losing a customer or a payment is rarely an event, it is a process you can intervene in. We run outbound retention and collections programs that catch customers before they churn, win back lapsed accounts, and recover receivables with discipline and respect. Save-desk and winback agents work from churn signals or cancellation events with documented offer ladders and retention plays. Collections agents work compliant scripts under FDCPA, FCA, OSFI, and ASIC guidelines where relevant, with calls recorded and reviewed. We report on save rate, winback rate, days sales outstanding, and recovery rate, and we monitor complaint and escalation rates as a quality signal. Whether you need a five-seat save desk or a full collections operation, we design the program around your customer base and the reputational standard you want to hold.
Key benefits
Save rate that justifies the program
Offer ladders and trained agents convert cancel intent into retained revenue at measurable rates.
Collections under compliance
FDCPA, FCA, OSFI, and ASIC rules embedded in scripts, training, and recorded call review.
Winback as a repeatable motion
Lapsed customers worked through scripted plays with offers tested for response and margin.
Reputation protected by QA
Complaints, escalations, and tone are tracked as KPIs alongside save rate and recovery.
Services in Outbound — Retention & Collections
3 services available in this group.
Renewal & Retention Calls
Proactive calls to customers and members before contracts lapse so renewals close on time.
We make outbound renewal and retention calls that confirm intent, handle objections, and process the renewal in your system.
Learn moreWin-back Campaigns
Structured calling programs that re-engage lapsed customers with relevant offers and clean data capture.
We call former customers with a tested win-back script, handle objections, and reactivate accounts in your systems.
Learn moreDebt Collection Calls
First-party and early-stage collection calls handled with professional tone and full regulatory compliance.
We make first-party and early-stage debt collection calls that recover balances, arrange payment plans, and update accounts.
Learn moreOur approach
Segment & trigger design
We define the segments, triggers, and offer ladders that drive each retention or collections motion.
Compliant scripting
We script the call against jurisdictional rules and the empathy standard you want to hold.
Train, certify, launch
Agents pass compliance and scenario tests before going live, with shadowing in the first week.
Measure save and recovery
We report save rate, winback rate, DSO, and complaint rate weekly, with monthly reviews.
Frequently asked questions
How do you decide which offers to present?
Are your collections programs compliant?
Can you run early-stage and pre-charge-off collections only?
How do you measure quality on a save-desk call?
Want help with retention and collections?
Book a 30-minute call. We will scope the right path for your goals.