Early Stage Collections

Generating Collections Impact

Organizations can find accounts move into initial delinquency due to lack of customer knowledge, poor collections processes, or limited customer oversight. However, accounts at early-stage of delinquency need to be managed with a focus on customer satisfaction and payment education. Genpact’s early-stage collection solution engages with clients’ customers to deliver a superior customer experience and resolve delinquencies early in the default cycle. Our proprietary analytical models identify the right approaches — such as customer profiling and channel mix — while our digital technologies support efficient delivery processes, which reduce cost and increase collections efficiency.


Show More

Our early-stage collections solutions draw on Genpact’s Lean DigitalSM approach, which harnesses design-thinking methods, Lean principles, digital technologies and analytics, and deep domain expertise.  

With a foundation of operational data and proprietary analytical models, we design the most appropriate solution flow and strategy. We aim to not only resolve the delinquency, but also ensure a superior customer experience, promoting the right payment behavior and identifying potential loss-mitigation accounts.

Tools like speech analytics and automated queue manager improve process throughput and enable a lower cost of collections. These tools also send proactive reminders, encouraging customers to schedule automated bill payment, or providing an easy way to connect with one of our resolution experts. Our solution adheres strictly to all regulatory requirements to avoid any reputational risk from process exceptions.