In 2008 ABC worked on a collections improvement for a large Russian retail bank. In this project ABC had the responsibility to
- Identify the main gaps in the collections area and propose measures to close them
- Calculate the business case and plan of additional capacities needed
- Find a way to implement each of the suggestions – this involved finding a system solution or workaround solution, setting up the monitoring of the suggested change
- Implement the proposed measures – coordinate the implementation of the changes
- Measure and evaluate the impact
- Hand over the process to its owner
Overall the changes called for a significant increase in the number of collections operators (by several hundreds) with net project benefits within 2008 of more than 200 million RUR.
In the standard operating mode of ABC, our consultants helped wherever was necessary to deliver the results. In this project it was at the point, where internal HR could not find enough candidates to add dozens of new operators each month. ABC took over the responsibility for operator hiring, streamlined and simplified the hiring processes, changed the mode of cooperation with external agencies. Within several weeks the inflow of candidates grew to the numbers necessary to meet plan.