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How Mobile Communications Can Improve Collections

Insights - Mobile applications and SMS can boost customer repayments at a lower cost than traditional contact methods

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According to a report from Juniper Research, the number of mobile banking users worldwide will reach 530 million by 2013, up from about 300 million in 2011. For banks, this creates new options for mobile communication and interaction with customers, while reducing the load on their call centers.

The opportunity is particularly compelling in collections for a simple reason: Many people do not like dealing with collection agents. Mobile communications allows customers to bring their payments up to date without dealing with an agent or receiving embarrassing phone calls, making this channel far more effective than traditional methods.