Insights / Case Study
High collection costs and low efficiency across channels. Limited personalization due to a lack of behavioral insights. Insufficient visibility into consumer intent and emotional drivers. Faced with these challenges and more, this European banking client needed to enhance collection rates across the entire delinquency spectrum.
In search of a data-driven approach to improve recovery, optimize costs, and strengthen customer relationships throughout the collections journey, the client turned to Concentrix.
The Concentrix analytics team designed and implemented a comprehensive data intelligence strategy for the client, leveraging speech analytics and risk segmentation to transform the collections process. Key initiatives included:
Together, these use cases created a more personalized, insight-driven collections strategy that improved outcomes and customer experience.
The Concentrix analytics team designed and implemented a comprehensive data intelligence strategy for the client, leveraging speech analytics and risk segmentation to transform the collections process.
$2M+ increase in collections in the first year
65% improvement in quality monitoring scores, driven by automation and compliance rigor
6% increase in promise-to-pay rates and 3% uplift in kept promises, reflecting stronger customer trust and engagement
