CASE STUDY Hoist Finance A Multi-National Financial Service Company The Organization Hoist Finance is a debt restructuring partner to international banks and financial institutions, specialized in handling non-performing loans and supporting individuals in becoming debt-free. After purchasing non-performing loans from banks, Hoist contacts the customers to engage in an open dialog to understand the customers’ situation and work with each customer to create a reasonable, long-term installment plan. Hoist Finance purchases and manages non-performing loans in 10 countries across Europe. Motivation for Change Hoist began in Poland in 2014. Its Polish contact center, which employs approximately 45 agents, still had manual dialing in place which meant that busy signals, voicemail, and no-a

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