Tag Archives: Collections

Collections & Recovery Collection Optimization At Shop Direct = Loyal Customers (video)

Collection Optimization Helps Keep Loyal Customers
Sep032018

Earlier this year at FICO World 2018,  we held a session with Shop Direct (as one of our FICO Decision Award Winners) on their journey with collections optimization. As an online retailer, Shop Direct decided to go beyond rules and scoring in improving debt collection and rehabilitation. They wanted to “take it to the next level” increasing collections while reducing expenditures. They turned to sophisticated but easy-to-use decision optimization to supercharge champion/challenger testing, and empower business users to apply statistical science to balance multiple constraints and ultimately boost results. Check out this short video where Mark Harrison-North, Head of Risk Strategy, Shop Direct explains why collection optimization was a priority for the online retailer. Collection Optimization Helps Keep Loyal Customers – Transcript:  Mark Harrison-North, Head of Risk Strategy, Shop Direct What makes Shop Direct unique? Shop Direct’s USP is it’s an online department store, the second largest online pure-play retailer in the UK.... [Read More]

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Risk & Compliance Video: Metrobank Card Deploys Intelligent Collections

Intelligent Collections Metrobank Card
Jul232018

Metrobank Card Corporation (MCC), one of the largest payment solution providers in the Philippines, has adopted FICO® Customer Communication Services (CCS) to automate its collections and achieve scale as its business grew rapidly. Using intelligent, analytically-driven communications, Metrobank Card has improved its customer service and automated its early repetitive reminders to free collections staff to work on more complex, strategic work. “Metrobank Card Corporation was growing faster than the industry average and we needed a solution that could maintain the high standards that we had in collections while providing us with the scalability that we needed,” said Roxy Castro, head of credit operations, Metrobank Card Corporation. “With CCS, we were able to augment our collections capacity rapidly and address the tremendous growth of our bank’s card business. CCS has allowed us scalability for the early part of the collection buckets, where dialogues were simple and repetitive and automation took care... [Read More]

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Risk & Compliance Video: China Guangfa Improves Collections

Jul152018

China Guangfa Bank Credit Card Center (CGB Credit Card Center) is using FICO® Customer Communication Services (CCS) to help reduce its cost of collections and improve customer service across its credit card portfolio of 50 million customers. The business unit has managed to improve the average daily rate of repayment by 2 percent and has collected several hundred million yuan in repayments using the FICO solution. The use of this solution has also resulted in a significant lift in customer satisfaction levels for CGB Credit Card Center. Since the project was launched, the number of complaints the bank receives has dropped to one-tenth of when they were running manual collections. The success of the project has earned CGB Credit Card Center an award from The Asian Banker for ‘Best Self-Service Banking Project in China’. “CGB Credit Card Center has been at the forefront of automated collections for banking in China for many years,” said Mr. Lin... [Read More]

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Collections & Recovery Video: NAB Succeeds With Analytically-Driven Collections

Analytically driven collections
Apr302018

National Australia Bank, one of the four largest financial institutions in Australia, auto-resolves 75% of delinquent conversations with customers while maintaining its posture as a leader in customer care. The bank has done this by harnessing the power of FICO’s Customer Communication Services (CCS) to bring analytically-driven automation to its collections process. The implementation has resulted in 75% automation of all cases, a lower cost-to-collect and reduced impairment. It has also produced a Net Promoter Score of 63. That means that 63 out of every 100 customers handled in NAB Collections would promote their positive experience to others. Now there’s a thought, brand promotion from those you might not expect! Previous to the move to analytically-driven collections, NAB was using an inefficient dialer and SMS platform. They needed a lot of people to service customers and a lot of the calls weren’t very effective.  In the past NAB’s collections staff were... [Read More]

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