A recent article from Consumidor Moderno highlighted Brazil’s delinquency as “a concerning scenario that increases the complexity of the credit and collection market.” In January 2024 alone, over 66.96 million defaulters were registered by the National Confederation of Store Managers (CNDL) and the Credit Protection Service (SPC Brasil). By March, that number had jumped to 72.89 million. This means less money circulating for consumption and greater risks to companies’ financial health. So, in this scenario, how can businesses invest in alternatives and solutions that truly work for credit recovery?
The same article points to the hybrid model as a high-return innovation in the sector. Keep reading to discover everything about this solution and how it can transform not only your company’s credit recovery, but also the collection journey and customer experience.
Hybrid Model: The Best Outcome for Collections
But what exactly is the hybrid model, and why is it so different from traditional collections? Imagine a process that combines the effectiveness of different digital channels, the scale and agility of cutting-edge technologies, and the empathy of human specialists — all working together in a personalized strategy. This is the Smart Collection hybrid model.
According to Fabio Toledo, CEO of Intervalor, the insight for this solution came from what they call the “secret to maximizing credit recovery”: a customer-centric focus. Recognizing that debt impacts not only financial health but also emotional well-being — causing sleep loss, mood changes, and family relationship issues — it became clear that a more empathetic and less intrusive approach was needed. One that respects each consumer’s individual situation and offers deals that align with their financial moment. This avoids feelings of judgment or pressure — and, of course, reduces company churn.
Preserving the client relationship is essential.
A study by Frost & Sullivan found that acquiring a new customer costs 25 times more than retaining an existing one. After all, a satisfied customer repurchases and refers others. And that new customer will soon become a returning one — and you’ll face the same challenges.
With the expansion of communication channels and the rise of AI as a scalable facilitator, it has become more accessible and urgent to serve consumers with both commercial and emotional intelligence. No wonder 95% of customers say that experience is key to their loyalty to a brand. Therefore, implementing advanced technologies like AI, Big Data, and Machine Learning aims to redefine collection standards and credit recovery through a hyper-personalized journey — bringing relevant offers and making the process lighter and more respectful.
Turning Collections into Results
With a completely different approach from the market, the hybrid model’s results are impressive:
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86% accuracy through bots
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25% increase in customer satisfaction score
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Over R$9 billion in negotiated debt
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Conversion rate over 55%
Moreover, promoting financial education is another emerging topic that companies can lead. Intervalor, for instance, understands that 360° service includes post-sales and consumer relationships. They offer a blog with tips and resources for individuals to prevent future defaults and gain financial security. It’s a win-win for businesses, customers, and the country’s economy.
Want to know more about this solution and how it can boost your company’s results? Talk to our experts or check out the full Consumidor Moderno article here.
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