Case Study: Bank Mega achieves 300% increase in collector productivity with Alvaria

Bank Mega - Customer Case Study

PT Bank Mega Tbk is a major Indonesian bank offering retail and commercial banking services to over a million customers. Its collections team relied on a manual, copy‑and‑paste dialing workflow that caused delays (about 30 seconds per call), limited agents to roughly 80–90 contacts per day, and left collector productivity and customer outreach underperforming.

To fix this, Bank Mega deployed Aspect Unified IP for 100 collection agents, using predictive dialing and automated customer notifications to streamline outreach and remind customers of due dates and schedules. Within two years productivity rose by more than 300%, improving collection results, lowering cost of credit and boosting profitability, with plans to add features like “best time to call” and continue the partnership with Aspect and local partner eGlobal.

Bank Mega

Dedi Azwar

Head of Collections strategy and Support