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.
