Consumer Finance / Debt ResolutionSourced
Case Study: Achieve generates 3x ROI and cuts after-call work 75% with Cresta
Achieve Case StudySourced & dated by Case Study Desk
Key results
The challenge
Achieve wanted consistent, high-quality agent interactions to improve retention in its debt-resolution program but had visibility only into activity metrics, not what was actually said on calls. Manual after-call work and inconsistent coaching further constrained its teams.
The solution
Achieve deployed Cresta's Agent Assist, AI Summaries, and Coach to provide real-time guidance, automate call summaries, and give leaders a consistent, behavior-focused coaching hub.
“We were able to reduce our after-call work by 75%, and that was almost immediate.”
BPBrandon PetersonSVP, Client Experience & Operations, Achieve
The results, in context
Achieve generated a 3x return on investment and cut after-call work by 75%, which it described as almost immediate. It also reported a 26% improvement in cost-productivity metrics and reduced hold times by 50%.
Products used
Cresta Agent AssistCresta AI SummariesCresta Coach