Case Study: a leading financial institution in Vietnam achieves 26% growth in collections with Concentrix smart collections

a leading financial institution in Vietnam boosts collections 26% with Concentrix

A leading financial institution in Vietnam, a digital-first bank serving individual consumers, faced challenges in managing its growing retail loan portfolios. With limited manpower and manual processes, its internal collections team struggled with high volumes of delinquent accounts, leading to falling recovery rates. To regain control, the client partnered with Concentrix to expand its outreach capacity and implement smarter workflows.

Concentrix deployed a specialized collections operation that scaled the workforce from 20 to 220 specialists. The solution combined automated outreach with manual calling and featured a dedicated skip tracing team and a conversational-first strategy. This approach led to a 26% growth in the total amount collected and achieved a 7.5% average Return over Rate (RoR), exceeding the client's target benchmarks through smarter prioritization and consistent execution.