Every peak season brings the same operational challenge. Customer enquiries increase, collections queues grow, and service teams are expected to deliver exceptional experiences while maintaining recovery performance.
For organisations relying on customer experience outsourcing and collections outsourcing, simply adding more agents is rarely enough. Sustainable performance comes from building operations that adapt intelligently rather than react under pressure.
At Resolv Global, we've seen first-hand how Champion–Challenger methodologies, supported by experienced teams in South Africa and Colombia, create more resilient CX and collections operations that consistently improve customer outcomes while driving stronger commercial performance.
Champion challenger outsourcing is a performance model where one provider or team acts as the current benchmark, while another provider is given a controlled opportunity to compete against it.The existing provider is the champion.The competing provider is the challenger.Both are measured against the same operational standards.The objective is not simply to create competition.The objective is to create a measurable environment where performance determines allocation.
Many organisations still treat customer experience and collections as separate functions, with different teams, incentives and operational strategies.Customers, however, experience a single journey.
Service issue
occurs
Customer seeks
support
Issue unresolved
or unclear
Becomes a
collections issue
Escalates back
to CX
At Resolv Global, we believe CX and collections perform best when they operate as one integrated system—supported by shared objectives, continuous coaching and consistent performance insights.
The Champion–Challenger model is a continuous optimisation framework that enables organisations to improve customer interactions through structured experimentation.
Rather than assuming one process is always best, organisations continuously compare new approaches against the current highest-performing method.
The strongest performer becomes the Champion, while new Challengers are introduced and measured against clear operational metrics.
How it Works
✓ Current best approach becomes the Champion
✓ New variations become Challengers
✓ Performance is measured continuously
✓ Winning strategies become the new operational standard
Through ongoing testing and optimisation, organisations can achieve measurable improvements across both customer service and revenue recovery.
Benefits
✓ Higher First Call Resolution
✓ Lower Average Handle Time
✓ Improved Collections Recovery
✓ Higher Customer Satisfaction
✓ Continuous Operational Improvement
✓ Reduced Agent Variability
South Africa
-Neutral English accents
-Exceptional customer empathy
-Highly educated talent Mature BPO infrastructure
-Low attrition and strong operational stability
Colombia (Barranquilla)
-Bilingual English & Spanish support
-US time-zone alignment
-Young, motivated workforce
-Strong employee retention
-Flexible and scalable delivery
Together, these delivery centres provide Resolv Global with the operational stability needed to support continuous improvement while delivering exceptional customer experiences.
A US-based organisation partnered with Resolv Global to unify customer service and early-stage collections into one operational framework delivered across South Africa and Colombia.
Champion–Challenger testing focused on:
-Call timing
-Conversation structure
-Messaging tone
-Escalation pathways
Outcomes:
Increase in First
Call Resolution
Reduction in Average
Handle Time
Increase in Collections
Recovery Rate
Increase in Customer
Satisfaction
Rather than relying on a single initiative, these improvements were achieved through continuous optimisation supported by experienced teams and disciplined operational governance.
Champion challenger outsourcing is a model where an existing outsourcing provider is benchmarked against a competing provider using the same KPIs and operating conditions.
The model can improve accountability, reduce vendor dependency, increase innovation, and create stronger performance benchmarks.
Yes. Collections teams can be compared using recovery rate, right-party contact, promise-to-pay, liquidation rate, cost to collect, and compliance metrics.
Yes. Collections teams can be compared using recovery rate, right-party contact, promise-to-pay, liquidation rate, cost to collect, and compliance metrics.
Yes. CX providers can be compared using CSAT, FCR, response time, SLA performance, quality scores, and cost per interaction.
Risks include inconsistent processes, data fragmentation, uneven customer experience, and higher governance requirements. These can be reduced through standardized KPIs, reporting, training, and quality controls.
Resolv can operate as a challenger against an incumbent provider using agreed KPIs, reporting, governance, and performance benchmarks across CX, collections, and related customer operations.
