Late Stage Collections

Generating Collections Impact

Late-stage delinquencies continue to grow due to the uncertain economic climate. While addressing this challenge, firms also face increasing regulatory demands and rising pressure to curb costs. Since a one-size-fits-all approach rarely works with late-stage collections, it is important to understand customer behavior in order to tailor the approach. Genpact’s late-stage collections framework includes robust dialer management, behavioral analytics, product-specific nuances, and regulatory compliance. It aims to manage delinquencies by understanding customers’ ability to pay and designing customized solutions. We enable a consistently superior customer experience while providing best-in-class collections efficiency.


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Genpact’s late-stage collections solution is based on a Lean DigitalSM approach that harnesses design-thinking methods, Lean principles, digital technologies and analytics, and deep domain expertise.

The collections solution maximizes right-party contact (RPC). We increase RPCs through automated skip-search tools, best-time-to-call models, and strategic schedule management. We convert RPCs to promises through active listening, providing relevant financial solutions and executing smart follow ups. These processes are supported by proprietary digital solutions, such as our collections platform, speech analytics module, smart dialers, and intelligent performance management dashboards.