Case Study: Garanti BBVA achieves major collection performance gains — 40% reduction in restructure defaults and 80% drop in inbound abandon rate — with FICO Advisors Collections & Recovery Consulting

Turkish Bank Boosts Collection Performance Ahead of Economic Downturn

Garanti BBVA, anticipating an economic downturn, sought to strengthen its collections and recovery operations to protect profitability. The bank partnered with FICO Advisors for a Current State Assessment and roadmap to identify performance gaps and prioritize improvements across strategy, technology and organization.

FICO delivered 80+ recommendations and Garanti BBVA implemented quick wins—new collection scorecards and segmentation, tailored skip-trace processes, a hybrid inbound/outbound team with SLA-driven queue management and IVR self‑service, and expanded, phone-based restructuring options. Within a year the bank saw major KPI gains: restructure default rates fell roughly 40–46%, inbound abandon rates improved by 80%, and technology, analytics and staff allocation were significantly enhanced.

Garanti BBVA

Teoman Alponat

Consumer Collections Senior Vice President