Case Study:  Transforming Debt Collection Efficiency with Mediatel Data’s Solutions

Background

Axfina Romania is a debt management and collection company specializing in optimizing recovery processes and improving debtor communication.

The company sought a solution to enhance operational efficiency and improve call management.

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The implementation of Mediatel Data’s solutions yielded impressive results for Axfina Romania:

Challenges

Before partnering with Mediatel, Axfina Romania encountered several inefficiencies in its call-handling process:

🔴 A high volume of manual calls leads to agent overload and reduced efficiency.

🔴 Limited automation, requiring agents to handle repetitive inquiries.

🔴 Low call connection rates impact the effectiveness of debt recovery efforts.

Solution

To address these challenges, Axfina Romania partnered with Mediatel Data to implement a customized and modern contact center platform fully integrated with its existing IT ecosystem.

❇️ Answering Machine Detection (AMD)

Filtering non-human responses ensures agents connect only with live callers.

❇️ Dialer Technology

Automating the outbound calling process to improve agent productivity.

❇️ Custom IVR Scenarios

Allows Axfina Romania to deliver personalized experiences based on the debtor profile and case status.

❇️ Voice Bot Integration (currently being implemented)

This will enable debtors to access their contractual information via IVR, reducing the number of calls reaching human agents.

Results

Implementing Mediatel Data’s contact center solutions significantly improves Axfina Romania’s operations, driving efficiency and enhancing the effectiveness of debt collection efforts. As a result, Axfina Romania experienced remarkable outcomes, including:

✅ Calls surged from 917 (manual calls) to 5,935 with the dialer, a 5.47x increase.

✅ With Answering Machine Detection in place, the number of calls handled effectively rose from 2,612 (without AMD) to 6,510 (with AMD), marking a 149% increase in the call connection rate.

✅ By automating outbound dialing and reducing non-productive call attempts, agents could focus on higher-value interactions, leading to better engagement with debtors.

Future Enhancements

Axfina Romania continues to evolve its debt collection processes by leveraging Mediatel Data’s technology. The planned Voicebot integration will further streamline operations by allowing debtors to retrieve contractual information without speaking with an agent, thus improving efficiency.

Once live, the Voicebot will:

◼️Handle routine inquiries (e.g. "What’s my balance?", "When is my next payment due?")

◼️Give debtors instant access to their contractual data via the IVR.

◼️Significantly reduce the number of calls reaching human agents — projected at 65–70%

◼️Save over 1,000 agent hours per month.

◼️ Improve customer experience by reducing wait times and enabling 24/7 availability.

Conclusion

In an industry where timing, clarity, and compliance matter most, Axfina Romania now delivers faster answers and a better debtor experience — all while empowering their team with smart, reliable tools. It’s a win-win built on the power of automation and collaboration.

Mediatel Data delivered more than just software — it delivered measurable change.

With a 149% increase in call connection rate, reduced agent load, and AI-powered voice automation in progress, Axfina Romania now operates with precision and pace. The contact center has evolved into a strategic asset, driving efficiency and creating space for human expertise where it matters most.

From omnichannel integration to voice automation and real-time analytics, the platform is designed to evolve — delivering continuous value as customer expectations rise and processes become more complex.

For companies ready to modernize their customer communications, the Axfina Romania-Mediatel Data partnership proves that the future of contact centers is already here.

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info@mediatel.ro

www.mediatel.ro

Chiscani, 25-27, Bucharest, Romania