Debt collection firms in Mexico are abandoning traditional landline phone calls in favor of chatbots and instant messaging to reach younger borrowers. The shift follows a significant change in consumer behavior, as digital banking and fintech platforms reshape how people interact with their financial institutions.
Alan Ramírez, president of the Association of Professional Collection Agencies (APCOB), says the industry is migrating toward WhatsApp, SMS, and email to maintain open lines of communication. "WhatsApp, SMS and email are the primary channels where collection agencies are seeking open communication with debtors," Ramírez said.
This transition serves as a response to the declining efficacy of telephone outreach among younger demographics. While roughly 60% of millennials still answer phone calls, that figure continues to drop. In contrast, 98% of users on digital banking platforms utilize WhatsApp as their preferred method of communication.
Investing in digital infrastructure
To keep pace with these habits, collection agencies are investing heavily in technology. On average, firms are spending between 2 million and 5 million pesos on innovation to handle the rising volume of digital-first financial users.
Ramírez attributes the need for this technological pivot to generational differences rather than just the post-pandemic landscape. Firms that fail to adapt their communication strategies risk losing contact with a growing customer base that ignores cold calls.
Financial institutions in Mexico are currently grappling with rising delinquency rates. Consumer credit non-compliance—covering credit cards, personal loans, payroll loans, and auto financing—rose from 3.11% in January 2025 to 3.4% this year. Ramírez points to a combination of unemployment and a lack of financial literacy regarding credit instruments as the primary drivers of this trend.
Reputation management remains the industry’s greatest hurdle. As competition grows, some agencies have cut corners, failing to comply with regulatory standards to secure payments. The Supreme Court of Justice of the Nation (SCJN) intervened in February, upholding rules that allow regulators to sanction financial entities for the misconduct of their collection partners.
Under these regulations, financial institutions must now formally identify the outside agencies they employ. They are also required to submit monthly reports detailing any complaints filed against these collectors, ensuring greater transparency in the recovery process.
