On September 10–11, Club El Nogal in Bogotá hosted the 21st International Credit, Collections, and BPO Congress, organized by COLCOB. The event brought together professionals from financial institutions, fintechs, collection agencies, technology firms, and regulatory bodies to discuss innovation, data, regulation, and trends shaping the credit and BPO ecosystem.
At this key industry gathering, Inconcert participated as a Platinum Sponsor, sharing its vision for transforming collections into a value-driven experience. Together with Hughes Mexico, the company led the strategic session: “From Churn to Return: Redefining the Collections Experience: How to Turn Loss into Retention through the Right Journey.”
Success story: Hughes Mexico and the transformation of collections with Inconcert technology
During the session, Oscar Rodríguez, Customer Service Manager at Hughes Mexico, presented how the company transitioned from a manual, reactive collections model to a comprehensive strategy powered by Inconnect, Inconcert's omnichannel contact center solution that unifies calls, messaging, and digital channels into a single environment
The new collections strategy included:
- Advanced segmentation by profile, payment behavior, and preferred channel.
- Real-time dynamic prioritization of actions by due date, product, or region.
- Specialized teams for each stage of the customer lifecycle, from onboarding to retention.
- Use of AI Supervisor to analyze 100% of calls and provide feedback to agents
The results achieved in less than a year were remarkable:
- +30% increase in contact rate with lower operational effort.
- Recovery rate improved from 42% to 55% in just 8 months.
- Over 50% reduction in churn thanks to proactive onboarding and follow-up.
- More predictable cash flow driven by increased on-time payments and reduced delinquency.
The Hughes Mexico case, powered by Inconnect from Inconcert, proved that integrating technology, data, and a customer-centric approach can turn collections into a driver of loyalty and profitability.
Driving change in Collections Management: AI and CX as profitability engines
By participating as a Platinum Sponsor, Inconcert reinforces its commitment to supporting financial and BPO companies in adopting solutions that combine technological innovation, advanced automation, and a human touch. The goal: to achieve more efficient, predictable operations focused on retaining value.
“Collections can no longer be seen merely as a process for recovering debt. It’s a critical customer touchpoint where companies have the opportunity to build trust, retain, and create value. With a strategy powered by intelligent automation, it’s possible to turn a moment of tension into an opportunity for loyalty,” said Miguel Noronha, Chief Sales Officer at Inconcert.
This vision, shared during the 21st International Credit, Collections, and BPO Congress, summarizes the value proposition Inconcert has been championing in Latin America: moving from fragmented, reactive operating models to comprehensive, automated strategies designed to deliver an exceptional customer experience.
