We were tasked by a large Russian bank to optimize early collections processes in order to improve quality of collections and surge yields.
We reviewed existing early collections strategies, performed default type Investigation, designed adjustments in the early collections processes and piloted them in champion/challenger mode.
Results of the pilots were then reviewed and adjustments with proven results implemented into day to day business of the bank. The following main process changes were implemented:
- Spin rate optimization
- Personal managers assignment for high tickets
As a result, the early collections processes were neatly set up. The bank´s call center operators were fully utilized and well supported technically. The early collections adjustments implementation resulted in: