How a large Indian Bank took back control of third-party collections
200+ agencies. One collections command center
India’s 6th-largest bank was running collections through 200 third-party agencies, each with its own processes, reporting styles, and compliance maturity.
By extending a single collections-first contact center platform to every agency, the bank regained control without reducing vendors or disrupting operations.
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Benefits of standardizing guardrails and allowing agencies to operate with operational flexibility
- 200+ agencies onboarded on one platform.
- 1.6x improvement in collections outcomes.
- Higher Right Party Contacts (RPC) and real-time performance visibility.
- Stronger compliance with auditable and centralized call data.
- 10+ years of call recordings under bank control.