Fibabanka Automated Collection Operations with SESTEK Virtual Agent

The Challenge

For a long time, Fibabanka’s collections operations were predominantly handled by live customer representatives. As call volumes increased, the need for automation and speed-focused operational improvements became more critical.

The high amount of time agents spent on each call reduced daily interaction capacity, limiting both the efficiency and scalability of the collections process. Fibabanka aimed to digitize its collection calls with an AI-powered virtual agent to increase operational efficiency while creating greater business value.

The Solution

Fibabanka digitized its collections operations end-to-end with SESTEK’s Outbound Collections Virtual Agent, enabling automation across call processes. Previously manual workflows are now handled through AI-driven interactions, reducing call handling time to an average of 72 seconds and increasing overall customer reach.

The virtual agent takes over repetitive tasks, allowing customer representatives to focus on higher-value activities. Payment commitments are automatically collected through natural conversations, call schedules are optimized by the system, and the collections process is managed across digital channels.