Collections
To limit the impact of COVID-19 on debt recovery, banks need to focus on customer experience, augmented intelligence, and agile operating models that diversify risk.
Increase collection process efficiency and compliance with greater automation.
Enhance your collections by reducing delinquency and losses with data-enriched contact strategies.
Improve agent performance with speech analytics.
risk experts
analytics experts
global delivery centers
We have products and solutions that fit your needs
Our collection solutions maximize returns through personalized contact strategy and repayment plans.
I need to improve debt recovery and refine collections management system.
3 Products & Solutions
Target operating models
We help you fundamentally transform collections. Our team runs a maturity assessment of your collections operations across four parameters: people, process, data, and technology. We identify opportunities for improvement from early-stage to late-stage collections. Then we create a target operating model and a comprehensive implementation road map that identifies how, where, and to what extent the essential elements of automation, digital, and analytics can maximize your operations.
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Data-driven customer segmentation and contact strategies
We help you attain deeper insights on customer behavior and preferences. Using external and internal data sources, including alternative data such as bureau records and digital footprints, our data enrichment and analytics solutions pull information together to create valuable insights. We use these insights to develop sophisticated scoring models, segment customers, predict probability to pay, and design tailored contact programs for your business.
Conversational artificial intelligence (AI) and speech analytics
Our conversational AI and speech analytics solutions help your agents identify the best possible resolution for each customer and improve their ability to negotiate with real-time scripts. To help agents perform their tasks in a swift and compliant manner, our speech analytics solutions also analyze and score agent conversations, monitor for specific words and phrases to measure compliance risk in real-time, and provide machine assistance.
I need to improve customer experience through better contact center operations.
4 Products & Solutions
Omni-channel contact center
We help you serve your customers through the channel of their choice across the entire banking life cycle and deliver a seamless experience. Using an industry-leading customer relationship management system, our contact center doubles as a social media command center, helping banks improve their customer service, drive cross-channel process efficiencies, and enhance their brand equity.
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Contact center assistance
We help you optimize call quality, monitor, and analyze agent performance, and train your agents. Our center of excellence provides experienced call quality coaches, specialized analytics, and innovative call monitoring technology, enabling you to enhance the overall customer experience.
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Contact center predictive analytics
Our analytics-driven solutions provide insights to help optimize interactive voice response rates, increase first-call resolution, enhance cross-channel penetration, eliminate web breakage, and drive customer satisfaction. We also build and manage data marts to capture information from disparate customer service systems and generate on-demand reports.
Customer care services
Through our global network of onshore, nearshore, and offshore delivery centers, we offer multilingual capabilities that support end-to-end customer care services. Web, chat, voice, e-mail, and chatbot support provides coverage across several processes, including sales, service, and marketing.