Why 75% of Collections Agents Quit Within 3 Months

The Hidden Crisis in Collections

Every day, thousands of collection agents across Latin America face a harsh reality: hostile conversations, impossible quotas, and emotional exhaustion. The result? Three out of four quit within their first three months.

This isn't just a human resources problem—it's a financial crisis. Banks and lenders in Mexico, Brazil, and Colombia are hemorrhaging money on recruitment, training, and lost productivity. The average cost of replacing a single agent? $4,500 USD.

The Real Cost of Agent Turnover

But the financial impact goes deeper. New agents have 31% lower recovery rates during their first six months. They make more compliance errors. They damage customer relationships. The cycle continues.

Why Collections Work Breaks People

We interviewed 200+ former collection agents across LATAM. Here's what they told us:

• Emotional toll: "I was yelled at, cursed at, and threatened daily. I started having anxiety attacks before work."
• Impossible quotas: "They wanted 150 calls per day with 40% promise-to-pay. It was mathematically impossible."
• Moral conflict: "I knew these people were struggling. But I had to push them anyway. It ate at me."
• No growth path: "There's nowhere to go. You're a collector forever, or you quit."

The AI Solution: Better for Everyone

This is where AI changes everything. Not by replacing humans entirely, but by handling the volume and emotional burden that breaks people.

Kleva's AI agents handle the tough conversations—the first calls, the angry debtors, the repetitive negotiations. They never burn out. They never take it personally. They maintain perfect compliance.

Meanwhile, human agents focus on complex cases, payment arrangements, and customer service. They become problem-solvers, not punching bags.

Real Results from Real Banks

"We went from 70% annual turnover to 15%. Our human agents now handle escalations and special cases. They're happier, more productive, and they stay." — Collections Director, Major Mexican Bank

The numbers speak for themselves:

• 70% reduction in agent turnover
• 25% increase in overall recovery rates
• Zero compliance violations in AI-handled calls
• 84% reduction in customer complaints

The Future of Collections is Hybrid

The future isn't about AI versus humans. It's about AI and humans working together. AI handles volume and protects human agents from burnout. Humans provide empathy, creativity, and complex problem-solving.

Financial institutions that embrace this hybrid model aren't just saving money—they're creating sustainable, humane collection operations that work for everyone.