In the highly regulated and competitive BFSI sector, maintaining strong recovery rates and minimizing delinquencies are crucial for profitability. One of India’s leading BFSI institutions partnered with Ocube to strengthen their telecalling collections process, which was struggling with inefficiencies, inconsistent follow-ups, and limited technology utilization. The goal was to build a scalable, performance-driven collection engine capable of improving recoveries while maintaining customer empathy and compliance.
Faced by the company
The client’s existing collection setup delivered below-target efficiency, leading to delayed recoveries and rising NPAs. Key challenges included inconsistent follow-up schedules, underutilized dialer systems, lack of digital communication channels, and a demotivated agent workforce with no structured performance recognition.
Impact of Ocube
Ocube designed and deployed a 360° Collection Excellence Program combining process discipline, technology integration, and human motivation. By implementing data-driven dialer management, rigorous cadence-based follow-ups, digital nudges for customer engagement, and a robust reward-and-recognition framework, Ocube transformed the collection ecosystem into a high-performance, result-oriented operation.
Ocube conducted a comprehensive assessment of existing collection workflows, dialer utilization, and agent performance to identify operational leakages and improvement areas.
Smart dialer configurations, real-time monitoring, and customer segmentation strategies were introduced to enhance contact rates and prioritize high-risk accounts.
Automated SMS, WhatsApp reminders, and IVR nudges were integrated to complement calling efforts and ensure consistent customer outreach across multiple touchpoints.
A structured R&R program and continuous coaching ensured agents remained motivated, accountable, and aligned with collection goals.
Within just three months, Ocube’s intervention improved the client’s collection efficiency by 3.2%, translating into an additional INR 4.2 million in recoveries. Operational excellence, strong governance, and improved agent morale led the client to expand the team from 25 to 70+ FTEs, trusting Ocube as their long-term partner in recovery management.