Case Study: a European banking client achieves a $2M boost in collections with Concentrix speech analytics and risk segmentation

European Banking Client boosts collections by $2M with Concentrix

A European banking client faced high collection costs and low efficiency across channels, with limited personalization due to a lack of behavioral insights. To enhance collection rates and gain visibility into consumer intent, the client turned to Concentrix for its collection services and data intelligence solutions.

Concentrix implemented a comprehensive strategy leveraging speech analytics and risk segmentation. This included intent and emotion analysis, recovery modeling, and quality automation. The solution drove a $2M+ increase in collections in the first year, a 65% improvement in QA scores, and a 6% growth in promise-to-pay rates.