Time limits who gets attention
Collection teams have to prioritise. Small-balance, aged and previously worked accounts can go untouched even when a conversation could help the customer find a way forward.
Why OpenDebt
Better collections start with understanding the customer.
An unpaid account can mean a missed reminder, a question about the balance or financial difficulty. OpenDebt helps collection teams respond to different needs by supporting their people and automating suitable tasks.
The structural problem
Good service takes more than another dial.
Teams need enough capacity to reach customers, enough context to understand them and a way to review whether the service met the agreed standard.
Quality is hard to see at scale
Reviewers cannot listen to every call themselves. They need evidence that helps them find issues, coach collectors and understand the customer experience beyond a sample.
Disconnected tasks create extra work
Checking policies, writing notes and finding earlier conversations take attention away from the customer. Better support around those tasks helps professionals focus on the conversation.
The capabilities together
Choose the right support for the task.
This is not a fixed journey from human calls to autonomous ones. Your team chooses the work to automate, where collectors need support and how quality will be reviewed. Customer preferences and circumstances matter throughout.
A choice of how to resolve
A digital option can suit someone ready to pay. An AI conversation can help with approved arrangements. A customer can also ask for a person without having to disclose a sensitive situation first.
Support during human conversations
Agent Assist gives collectors live guidance and help with notes. People remain responsible for the conversation, including the routine work they or their customers prefer to handle themselves.
Quality review across both
QA checks captured human and AI calls against the client's scorecard. Reviewers use the evidence to challenge scores, coach the team and improve how the work is done.
Why now
More accounts can receive meaningful attention.
A low account balance does not make someone’s circumstances less important. But the cost of reaching them can exceed the likely return, leaving teams unable to provide the coverage they would like.
Autonomous agents make suitable conversations more affordable. Digital options give customers another way to resolve an account. Together with supported collectors, that creates more capacity to understand what someone needs and respond within the client’s rules.
Why us
Built with collection professionals, on real calls.
Built inside collections
OpenDebt was shaped on real collection floors, against customer playbooks, live calls and the operating constraints that generic voice software does not see.
Quality stays part of the work
QA and Agent Assist support teams in regulated production. Autonomous calls are assessed using the same quality framework, so adding automation does not mean leaving review behind.
Scope agreed with your team
Choose the capabilities you need. For autonomous work, agree the accounts, permitted tasks, supervision and success measures before calls begin.
Aligned to your outcome
For autonomous collection, we define success for the selected segment together and align commercial terms to it. Review includes treatment quality and handoffs as well as collection outcomes.
Production evidence
Support for teams. Evidence for automation.
QA and Agent Assist run in regulated production. Autonomous collection is live on selected accounts in an Australian agency deployment. The call-volume figure below measures QA processing, not autonomous recovery performance.
100K+
regulated production calls processed through Quality Assurance
Production
QA and Agent Assist deployed in listed financial-services organisations
Live
autonomous agency deployment on real late-stage accounts
The operating boundary
The lender or agency defines the account and the rules.
OpenDebt supplies the technology. The client chooses the accounts, supplies the balance and sets the permitted treatment options. We do not determine whether a debt exists or how much is owed. Customers can request a person; hardship, disputes, complaints and out-of-policy requests follow the agreed stop and handoff process, with captured context sent to the team.
What would better support look like for your team?
Start with the work you want to improve. We’ll help you identify where quality review, live assistance or autonomous capacity can make a difference.
Book a demo