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Collections

Simplified collections services to enhance business value

Overview

Conneqt’s collection services enable clients across the banking and financial services sector to reimagine the debt collection experience of consumers while ensuring compliance and successful recovery operations.

 

We drive business growth with our feet-on-street presence ensuring greater customer acquisition and retention. We are a premium centralized collections vendor having end-to-end collections capabilities equipped with a digitally-enabled field and an integrated call center across delinquency buckets with a pan-India presence. 

 

We strategically transform clients’ collections operations by driving tangible improvements in customer-centricity, compliance and profitability while retaining brand value.

Business Challenges

The BFSI sector in India is witnessing positive developments that indicate substantial activity momentum. Also, with advancements in technology, BFSI players are laying greater emphasis on providing better customer service while enhancing their overall experience to gain a competitive edge. 

 

According to a recent Standing Committee report, high volumes of Non-Performing Assets (NPAs) in banks are eroding their capital base and restricting their ability to lend. Industry leaders need to grapple with the toxic combination of stressed assets and weak capital positions.

Offerings

Our voice-based collection services combine our extensive industry experience, proprietary platforms, and perfect outsourcing model to drive revenue and productivity. Through highly trained resources, comprehensive strategies, and innovative technology, we offer effective voice-based collections solutions to meet your company goals and transform your business. Our Voice-based collection services include Pre due date, Self-curing/Online payment modes, Pickup generation, Penal/BCC, Field referrals, and Skip Tracing.

We have largest, centralized in-house field force and our success rate has made us a leader in the field collections services. Our deep geographical coverage across 600+ FOS locations in India, evolved governance model, fraud contentment unit ensures our performance matches up to your field collection requirements. Our services are scalable, agile, consoled and compliment.

Being compliant with all statutory legislation, we help you arrest rising NPAs through recoveries using a mix of field and voice-based services. We take end-to-end ownership of your collections while ensuring seamless data transfer from field to contact center. 

Our unique variable and collection outcome-linked model of providing comprehensive outcome-based solutions and our expertise across the collections value chain constitute our strengths.

Our next-generation collections model is enabled by business intelligence and advanced analytics. Our new age collections model includes propensity modeling, profiling-based campaign management, and predictive behaviour analysis.

We employ innovative, disruptive technologies such as AI and ML to completely transform collections operations, help improve performance at a lower cost. Better customer segmentation and more effective contact strategies are helping improve overall collections performance. Our new age collections model includes Productivity enhancement, Cost of collection control, and Speed of portfolio coverage.

We offer a unified digital outreach interlinking various channels like AI-powered Chat Bots, voice Bots, WhatsApp, Email, SMS, Auto-Generated Report & Dashboard through the DigiCollect platform. The platform improves outcomes and efficacies with insights and technology. The real-time digital control panel enables to pre-schedule, track, monitor & achieve improved business outcomes.

Our skip tracing services include web crawling, field penetration for non-contactable accounts by our feet-on-street (FOS) team, and web-based search. The ML based skip tracing tool enables us to identify customers who are non-contactable or not available on the mentioned address and contact numbers. This tool is impactful and strong and significantly improves outcomes. The entire process of skip tracing is compliance-driven.

Our Field Force Automation Technology, ‘Field Conneqt’ enables the online performance monitoring of our field team. It makes the process efficient, ensuring the right engineer arrives at the right place at the right time to deliver agile and professional service to customers. The tool reduces operational costs, increases productivity, increases opportunities to cross-sell or up-sell, and enhances customer service.

Case studies
Testimonials

Thank you for extending all your support in executing the business continuity plan during these unprecedented times. Quick turnaround in getting employees to work from home at a short notice was truly commendable.

Portfolio Manager - Global Collection – GSG, Leading multinational financial services corporation

We thank all of you for the hard work and for going the extra mile in extending support to us during the pandemic outbreak of the Corona Virus (Covid19). Customer centricity and you have ensured this even during these times. We are pleased with the efforts put by you and the team in making WFH (Work from home) solution possible and thereby keeping services ongoing!

Associate Vice President Customer Engagement & Retention, Leading NBFC

Good job team, during this pandemic situation also, the team has shown good performance and would like to appreciate all your efforts. Let’s keep it up and ensure to achieve more in the upcoming month. Wish you all the best!

Kanchan Kumbhar Call Centre in-charge
    Why Conneqt?

    We provide end-to-end collection capabilities from calling to field. We have a geographical presence of 600+ FOS locations across India. Moreover, our HHM/android-based app enables real-time online performance monitoring of field agents.

    We offer the right mix of resources and skills to meet the specific fulfilment service requirements of our clients. Our team leverages state-of-art technology and analytics to drive the efficiency and effectiveness of our solutions.

    We have robust internal processes and control mechanisms in place to meet the specific regulatory and compliance requirements of our clients. Our 3 P’s - people, processes and platforms support BFSI players to manage diverse risks by adopting proactive measures for risk detection and mitigation.

    We ensure analytics are embedded in client processes to offer them actionable insights to translate opportunities and trends into growth.