The challenge: 45,000 accounts. 12 agents. The maths simply didn't work.

Resolve Credit Management handles consumer debt recovery on behalf of utilities, telecoms, and financial services clients across Australia. Their collection team of 12 agents managed a book of 45,000 overdue accounts at any given time.
The economics of traditional collection calling are brutal. Each agent can attempt roughly 60 calls per day. With an average of 2.3 attempts needed to reach a debtor, the team could realistically work through only 5,200 accounts per month. Accounts that sat uncontacted for more than 60 days saw recovery rates drop below 8%.
Speed of contact is everything in collections: the sooner you reach someone, the more likely they are to pay. But with 45,000 accounts and 12 agents, the maths simply didn't work.

The solution: Compliant outbound campaigns at scale, every disclosure delivered verbatim

Thrumble AI runs Resolve's outbound collection campaigns. The AI contacts debtors in a calm, professional Australian English voice, confirms their identity using multi-factor verification, and initiates a structured payment conversation.
The AI explains the outstanding balance, offers pre-approved payment arrangement options (full payment, instalment plans, hardship pathways), captures the debtor's commitment, and sends a confirmation SMS with payment details.
For debtors who dispute the debt, request hardship consideration, or become distressed, the AI follows a compliance-approved escalation protocol: documenting the debtor's stated reason, providing required regulatory disclosures, and transferring to a human agent with full context.
The entire operation is designed around compliance. Every call is recorded, every disclosure is delivered verbatim, and every outcome is logged in a format that satisfies ASIC and ACCC regulatory requirements.

The results: The numbers speak for themselves

• 12,000 debtor accounts contacted in a 14-day campaign. The same volume would have taken the human team 10+ weeks.

• 4,100 payment arrangements secured, with total committed value of $2.8 million AUD.

• Contact rate: 71% of debtors reached on the first or second attempt.

• Average call duration: 2 minutes 50 seconds, compared to 8 minutes 30 seconds with human agents.

• 340 hardship and dispute escalations handled cleanly, transferred to human agents with full documentation.

• Zero regulatory complaints arising from AI-handled calls.

The commercial impact: $560K in commission from one campaign. $8.4M in annualised recovery improvement.

The $2.8M in recovered balances generated approximately $560,000 AUD in commission revenue for Resolve on a single campaign.
Campaign cost: approximately $9,500 AUD in Thrumble usage. The equivalent human effort would have cost $185,000 AUD in agent time.
Resolve now runs continuous rolling campaigns, working through their entire book every 30 days instead of every 6 months. Annualised recovery improvement: estimated at $8.4 million AUD in additional collections.

12,000 accounts contacted in 14 days. $2.8M recovered. Fully compliant. Zero regulatory complaints.