Keeping Distressed Customers in Their Homes: How Absa Transformed Collections Operations

In this session, Absa Bank, one of Africa’s largest financial groups, will show how their customers were experiencing unprecedented levels of distress over losing their homes due to non-payment. But instead of scaling back operations, the Absa team increased capacity through automated communications and not only focused on severely distressed customers, but they transformed their collections operations to improve the lives and wellbeing of their financially vulnerable customers.