Gap Assessment
A detailed review of calling patterns, agent performance, and contact strategies revealed bottlenecks in follow-ups and underutilization of dialer data.
Engage with us today18005690588
A leading NBFC was struggling to maintain strong collection performance, with inefficiencies in telecalling operations impacting recovery rates and increasing outstanding balances. They turned to Ocube to design a structured, data-driven collection model that could improve efficiency, boost recoveries, and sustain performance through motivated teams and smarter processes.
Faced by the company
The NBFC’s collection efficiency had plateaued at 95%, leading to delayed recoveries and higher outstanding amounts. Inconsistent follow-ups, limited digital interventions, unoptimized dialer usage, and low agent motivation were key barriers to improvement.
Impact of Ocube
Ocube developed and deployed an Efficient Collection Model anchored on strategic dialer management, systemized follow-ups, digital nudges, and an innovative reward and recognition framework - driving accountability, performance, and morale across the team.
A detailed review of calling patterns, agent performance, and contact strategies revealed bottlenecks in follow-ups and underutilization of dialer data.
Real-time monitoring and call-list prioritization improved right-party contact rates, ensuring agents reached the most critical cases first.
Automated reminders, SMS nudges, and analytics-backed schedules ensured consistent engagement with customers and eliminated missed cases.
A robust R&R program recognized top performers, fostering a culture of healthy competition and sustained efficiency across the calling floor.
Within just two months, Ocube’s intervention increased collection efficiency from 95% to 97.7%, driving an additional INR 2.5 million in recoveries. The client, seeing measurable value and improved agent performance, expanded the engagement to 70+ FTEs, further strengthening their telecalling operations and ensuring faster recovery cycles.