How Moveo Financial Recovery Resolved Rare Debt Disputes in 3 Minutes with Co-Pilot In-App Guidance

Overview

Moveo Financial Recovery Services, a 250-agent collection agency, faced challenges with rare debtor objections, like disputed debt claims, which typically required supervisor escalations and delayed resolutions. With Co-Pilot In-App Guidance, a new agent handled a complex dispute in 3 minutes, reducing turnover impact, improving compliance, and boosting recovery rates by 25%.

The Challenge

A rare disputed debt claim disrupted Moveo’s call center operations, creating significant hurdles:

• Unfamiliar Objections: New agents struggled with rare disputes, requiring supervisor help, which delayed calls by 10–15 minutes.

• High Turnover Impact: Frequent agent turnover meant weeks of training, increasing overhead by 18% annually.

• Compliance Risks: Inconsistent scripting risked FDCPA violations, with potential fines of $10K+ per incident.

• Inefficient Processes: Manual script searches and CRM logging added 30–45 seconds per call.

The Solution

Co-Pilot In-App Guidance, a SaaS platform, embedded real-time, dynamic support within the call center interface, empowering new agent Liam to resolve the dispute independently. Key features included:

• Context-Aware Prompts: Surfaced debtor history and dispute-specific guidance (e.g., FDCPA-compliant rebuttals) upon objection detection.

• Dynamic Script Updates: Co-Pilot adjusted scripts in real time based on debtor responses, incorporating new compliance rules without agent retraining.

• Guided Training Highlights: Delivered concise tutorials on dispute handling, with detailed scripts embedded for reference during calls.

• Automated Verification and Logging: Ensured ID checks and auto-populated CRM fields, saving 2–3 minutes per call.

• Supervisor Push Alerts: Enabled real-time script updates (e.g., new dispute responses) without pulling agents off calls.

Screenshot: Co-Pilot’s dispute resolution script with real-time compliance prompts.

Results

With Co-Pilot, Moveo achieved:

• 80% Faster Resolutions: Disputes resolved in 3 minutes vs. 15 minutes.

• 90% Fewer Compliance Errors: Dynamic scripts ensured FDCPA adherence.

• 50% Less Turnover Impact: New agents reached benchmarks in 1 week vs. 6.

• 25% Higher Recovery Rates: Personalized prompts boosted payment commitments.

• $100K+ Saved Annually: Reduced training and overhead costs.

Graph: Dispute resolution time reduced from 15 minutes to 3 minutes with Co-Pilot.