Parādu piedziņa in Latvia: How to handle digital debt collection with a contact center solution

In Latvia, parādu piedziņa is rapidly evolving through technology. Contact centers are embracing digitālā parādu piedziņa (digital debt collection), combining self-service (pašapkalpošanās) with smart automation to improve recovery rates, reduce costs, and enhance customer experience.

Read this blog post to discover how a mix of automation, self-service and live agents can help you reach outstanding collection effectiveness rates.

Self-service is reshaping parādu piedziņa in Latvia

According to various call center statistics, 61% of consumers prefer a mix of self-service options and interacting with human agents. In Latvia, this aligns with the trend toward 24/7 self-service (pašapkalpošanās) portals that:

• Support multiple languages
  
  
• Integrate with mobile messaging
  
  
• Reduce reliance on live call center agents (zvanu centra aģenti)
  
  

By enabling automated reminders, online payments, and chatbots, parādu piedziņas processi become faster and more cost-effective.

The importance of over-the-phone payments in debt collection

In parādu piedziņa, timing is everything — and nothing boosts maksāšanas gatavība (willingness to pay) more than catching the debtor while they’re still on the phone. Whether they’re speaking to a dzīvais aģents (live agent) or interacting with an IVR self-service solution, the moment of contact is the optimal point to request and collect payment.

Campaigns using real-time phone payment options consistently show higher promise-kept rates, because the transaction happens in the moment — without delay, friction, or follow-up risk. 

With VCC Live, your organization can collect payments securely during the call using a fully PCI DSS-certified payment process. Agents can neither see nor hear sensitive card data entered via the phone’s keypad, which protects the debtor’s information while maintaining full compliance with Latvian and EU data protection regulations.

Offering digital self-service options provides a comfortable and speedy way to handle debt collection, often without the pressure of direct interaction. Many debtors prefer the discretion and flexibility of paying on their own terms, and when paired with real-time processing, this approach can significantly increase recovery rates.

Data segmentation increases parādu piedziņa success

Improving Promise to Pay (PTP) performance (along with other critical debt collection KPIs) is essential for any debt collection team. 

With VCC Live’s debt collection software, you can design smart workflow rules that automatically guide each debtor to the most suitable communication channel. These workflows make real-time decisions based on criteria you define — such as the overdue amount, number of missed payments, debtor location, account age, CRM scoring, and more.

Once your criteria are set, the system segments your account database into groups of similar debtors. Let’s look at how this works using three example profiles: Sanita, Mārtiņš, and Pēteris.

• Sanita has a small debt of just €50. For her, the system initiates an outbound IVR call offering self-service options only — no need for live agent involvement. Once she completes her payment, she receives a confirmation via SMS.
• Mārtiņš owes €500. In his case, the IVR flow includes self-service but also offers the option to speak with an agent. If Mārtiņš agrees to a promise to pay (PTP), the system follows up automatically with an email outlining the PTP terms.
• Then there’s Pēteris, who holds the largest debt — €1,500. Here, your automatic call distribution is configured to route him to one of your top-performing agents for a direct conversation and negotiation.

By combining data segmentation, automation, and intelligent routing, you can ensure that your resources are focused where they matter most — using live agents for high-value accounts and automated tools for the rest. It’s a smarter, more efficient way to manage parādu piedziņa.

When live agents are key

Even in a highly automated workflow, there are moments when human intervention makes all the difference. Intelligent routing ensures that high-value or high-risk debtors are connected to the right dzīvais aģents (live agent) without delay. With the right integration, agents can instantly access customer details from the CRM, delivering personalized support across both calls and live chat.

This mix of automation and live agents may lead to fewer escalations, faster resolutions, and a better overall customer experience — all of which contribute to more successful parādu atgūšana (debt recovery).

Ready to take your parādu piedziņa strategy to the next level?

Digital tools are reshaping parādu piedziņa in Latvia. By combining self-service, automation, and the smart use of dzīvie aģenti, you can improve recovery rates, reduce costs, and offer a better experience to your customers.

If you’re ready to modernize your debt collection strategy, VCC Live’s contact center solution gives you everything you need — from secure phone payments to intelligent workflows.

Reach out to our team and see how it works in practice.