BPO Operations
Cutting Collection Costs with a Digital-First Approach
A digital lender reduced per-account collection cost by shifting early-bucket recovery to automated channels.
Down materially
Cost per recovered account
Faster average resolution time
Early-bucket resolution
Freed up for harder-bucket accounts
Agent capacity
The Challenge
Rising collection costs on a growing early-bucket portfolio were eating into unit economics, with most recovery still handled through manual calling.
Our Approach
Introduced WhatsApp and automated voice reminders for 0-30 DPD accounts
Reserved live agent calling for accounts that didn't respond to automation
Re-trained the tele-calling team on a leaner, escalation-based script
Built cost-per-recovery tracking into the existing MIS