Elevating AR collections and customer engagement through nearshore managed services

The Challenge

A leading provider in the renewable energy sector needed to stabilize and scale its finance and accounting operations, particularly in accounts receivable (AR) collections. The company faced high turnover, rising labor costs, and inconsistent service delivery across its onshore teams. As attrition continued, onboarding costs climbed and operational continuity weakened.

Many customers required Spanish-language support, so the client relied heavily on third-party interpreters for inbound and outbound collections calls. This dependency led to delays, longer call times, and a disjointed customer experience. The client needed a cost-effective solution that could support multiple languages, reduce operational friction, and deliver seamless, customer-facing capabilities—especially important for handling sensitive collections conversations.

Our Solution

To address these challenges, Highspring launched a managed AR collections and customer support program with a dedicated nearshore team in Trinidad. Trinidad’s English-first advantage enabled agents to communicate fluently and professionally with customers, blending core finance and accounting skills with polished customer support expertise to make every collection call both effective and customer-focused.

Highspring assumed full responsibility for recruiting, onboarding, workforce management, and quality assurance. Agents completed extensive, client-led training on industry systems and customer-facing workflows. Their strong communication skills helped them build rapport, address concerns, and resolve outstanding balances efficiently, all while representing the client with professionalism.

As demand grew, the program expanded from 15 team members at launch to more than 50 by March 2026, including 12 agents in Puerto Rico who provide Spanish-language support. This expansion extended service coverage to approximately 12 hours per weekday, with additional weekend support. Strong supervisor oversight and a continued focus on service quality ensured consistency as the program expanded across two locations. The addition of bilingual agents also eliminated the need for third-party interpreters, strengthening the quality and efficiency of every customer interaction.

Our Impact

Highspring’s nearshore managed services program delivered measurable improvements in operational stability, cost efficiency, and customer experience. With stronger workforce continuity and streamlined communication, the client reduced friction in collections conversations while improving consistency in overall performance. Key results of the engagement included: 

• 25% lower turnover compared to onshore operations 
• 35% reduction in operational costs  
• 110% headcount growth over 12 months while maintaining service quality 
• Shorter call times and improved resolution rates through direct, bilingual customer communication 
• Met or exceeded onshore performance metrics 

By stabilizing AR collections and strengthening customer-facing interactions, the client not only reduced costs but also established a scalable delivery model built for sustained growth.