At our recent global TCM Virtual Meeting, Sandra Jiang and her team from TCM China presented groundbreaking tools that are reshaping the customer service landscape: the revolution of chatbots and voice quality inspection. By sharing technical insights and case studies, they highlighted how these technologies are positively impacting interactions with debtors and significantly enhancing our clients’ results. Presented in an engaging and accessible manner, these innovations not only streamline service but also foster greater empathy and quality in every interaction.
Among the highlights was the “mini Go-bot,” an intelligent chatbot solution implemented by TCM China. This tool performs tasks previously managed by a large team, and the results are impressive: the annual interaction volume achieved a success rate 32.5% higher than that of human-led services. Additionally, the contact rate increased by 18% compared to the previous 11%, and call completion per hour rose to 349, compared to 155 in human service. These figures underscore how technology can drive efficiency without compromising the quality and care valued by the TCM Group.
Partnerships for Sustainable Innovation and Growth
Beyond technological innovation, the TCM China team emphasized the importance of global partnerships in expanding the reach of these advancements. Collaborative efforts allow each company to fully explore these opportunities, enhancing service and delivering more authentic, relevant experiences for clients.
More than an exchange of insights and perspectives on transforming connections with people, the continued evolution of these technologies presents a growing potential to personalize and optimize customer service at scale—always with a focus on humanization, relationship building, and effective outcomes.
TCM Group’s Commitment to Valuable Client Experiences
With technology, care, and quality converge, everyone benefits. At TCM Group, our mission is to create meaningful client experiences worldwide. We believe that each interaction is an opportunity to build something positive and impactful, while also deepening our understanding of diverse cultures and evolving our work processes within international debt collection. Our commitment to breaking down global barriers combines the human and digital elements in our service, as demonstrated in yet another successful TCM case, ensuring that clients and partners have confidence in the responsibility and advanced technology that define our approach.
Our dedication to delivering excellent, responsible service means that we will continue to lead the way in credit recovery worldwide, embracing innovation while preserving the personal touch that is central to our success.
