Collections

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Overview

With customer-centric treatment strategies, agile collection operations, and omni-channel interactions, we can help you prepare for a new normal.

Key Features

Target operating models: We help you fundamentally transform collections. Our team runs a maturity assessment of your collections operations across four parameters: people, process, data, and technology. We identify opportunities for improvement from early-stage to late-stage collections. Then we create a target operating model and a comprehensive implementation road map that identifies how, where, and to what extent the essential elements of automation, digital, and analytics can maximize your operations.

Data-driven customer segmentation and contact strategies: We help you attain deeper insights on customer behavior and preferences. Using external and internal data sources, including alternative data such as bureau records and digital footprints, our data enrichment and analytics solutions pull information together to create valuable insights. We use these insights to develop sophisticated scoring models, segment customers, predict probability to pay, and design tailored contact programs for your business.

Conversational artificial intelligence (AI) and speech analytics: Our conversational AI and speech analytics solutions help your agents identify the best possible resolution for each customer and improve their ability to negotiate with real-time scripts. To help agents perform their tasks in a swift and compliant manner, our speech analytics solutions also analyze and score agent conversations, monitor for specific words and phrases to measure compliance risk in real-time, and provide machine assistance.

Omni-channel contact center: We help you serve your customers through the channel of their choice across the entire banking life cycle and deliver a seamless experience. Using an industry-leading customer relationship management system, our contact center doubles as a social media command center, helping banks improve their customer service, drive cross-channel process efficiencies, and enhance their brand equity.

Key Benefits

Our collection solutions maximize returns through personalized contact strategy and repayment plans