Case Study: Aqua Finance lifts dollars collected per hour 61% with Cresta
Key results
The challenge
Aqua Finance needed to scale its collections contact center without proportionally increasing headcount while maintaining consistency across tenured collectors, new hires, offshore teams, and bilingual agents. Time-consuming after-call work and sample-based coaching limited both efficiency and visibility.
The solution
Aqua deployed Cresta Agent Assist, auto-summarization, live transcription and translation, and Cresta Coach to guide agents in real time, reduce manual after-call work, and score every call against the behaviors it cares about.
“Cresta listens to 100% of the phone calls. It's looking at all the different behaviors that we specifically care about.”
DGDan GreerSVP of Servicing Operations, Aqua Finance
The results, in context
Aqua Finance reported a 61% increase in dollars collected per hour and a 50% reduction in after-call work in collections. With Cresta monitoring 100% of calls, coaching moved from sample-based review to full coverage.