Conclusion
Collect with compassion, lead with insight
Collections is a crucial moment that tests and strengthens the relationship between brand and customer. What you do in those moments matters. Done right, collections can become a turning point for trust, loyalty and long-term brand value. It’s an opportunity to show your customers and industry peers that you don’t just manage finances, you manage relationships.
At Foundever, we build on this philosophy with our first-party collections services, combining human empathy with cutting-edge AI and interaction analytics to reduce bad debt and create better experiences. With over 2,000 specialized collections associates, clients have reported up to a 70% reduction in operational costs, a 26% improvement in cure rate and a 20% lift in Net Promoter Score. These results reflect collections done thoughtfully, with customers always in mind.
Here’s how Foundever brings this to life:
- Behavior-based targeting. Using AI-powered models, we segment customers and create data-driven, optimized collection paths tailored to early- and late-stage engagement.
- Smart channel orchestration. Self-service and automated options surface first, reserving live agent interactions for situations where empathy and personalized attention matter most.
- Seamless compliance. AI and speech analytics tools monitor calls in real-time, quickly identifying any compliance gaps and ensuring interactions uphold regulatory standards.
- Emotionally intelligent teams. Leveraging behavioral science, AI coaching, and skill-based learning, Foundever trains associates to manage collections conversations with confidence, calm, and care — not just compliance.
- Continuous feedback loop. Post-interaction surveys and analytics fuel ongoing performance improvements, ensuring the approach evolves with customer needs and expectations over time.
Your CX partner in every moment
If you’re ready to bring collections into your broader CX strategy, turning it from a transactional task into a trust-building opportunity, Foundever is built for that mission. With 9 million customer experiences delivered daily, 150,000 associates in +45 countries, and +60 languages supported, we’re uniquely positioned to scale empathy, intelligence, and efficiency, wherever and whenever you need it.
About Foundever®
Foundever® is a global leader in the customer experience (CX) industry. With 150,000 associates across the globe, we’re the team behind the best experiences for +800 of the world’s leading and digital-first brands. Our innovative CX solutions, technology and expertise are designed to support operational needs for our clients and deliver a seamless experience to customers in the moments that matter.
Supporting +9 million customer conversations every day in +60 languages across 45 countries, Foundever combines global strength and scale with the agile, entrepreneurial approach of our founder-led culture, enabling companies of all sizes and industries to transform their CX. Sitel Group and SYKES are now Foundever.
Get to know us at www.foundever.com and connect with us on LinkedIn, X, Facebook and Instagram.
Ebook
Humanizing CX in collections: How to balance empathy and efficiency
