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Case study > South Africa

Collections

Challenge

A partner in the banking industry was dealing with a large influx of customers who showed signs of financial difficulty and were one or more installments in arrears.

The bank did not have the resources to deal with this influx nor did it want to use a “Vanilla” collection approach because these customers were still active. The potential for brand damage was high.

Solutions

We developed a rehabilitation type protocol with a dedicated team of agents to get the customers back into a normal payment rhythm while at the same time ensuring they caught up their arrear instalments.

Our solution included a white labelled hotline, secure FTP site to eliminate passing of data, handover files and payment file via email. Management reports were compiled to analyse the book and yields achieved.

Results

  • The book was rehabilitated with no brand damage. We were awarded new work on additional Special Projects.
  • We achieved an average collection/recovery rate of 50-55% arrears on the portfolio versus a target of 45%.
  • Quality Assurance was 100% aligned to our partner, using the same scores and measures to access the quality of calls made.

What clients say

Back in 2018 when we founded 7G Digital Media, our new strategic marketing agency, we outsourced the onboarding of new customers to Acca19, powered by Capability BPO™, based on their solid telephone outbound B2B experience. The decision worked! We are able to attest to the success of the solution, in both reducing onboarding costs and in building up our presence in segments like SME and SOHO.
Marco Michielon
Founder and CEO di 7G Digital Media
Capability BPO™ has a great understanding of what we as a business want to achieve. The COVID-19 pandemic and the proactiveness of Capability BPO™ showcased this even more. They listen to our needs, provide collaborative feedback, and then put into action what they say they intend to do. This understanding, listening and, follow through are highly valued by Groupon… Read More
Francisco Toledo – Director
Vendor Management Organization