Case Study: a leading private bank enhances delinquency resolution with Fractal

A leading private bank leverages behavioral sciences to improve delinquency resolution

A leading private bank faced significant challenges in its delinquency resolution process, as customers often avoided contact and failed to fulfill payment commitments. This led to low recovery rates, high operational expenses, and low agent morale. The bank partnered with Fractal to address these inefficiencies.

Fractal implemented a solution using behavioral science strategies, which included deploying segmented, stage-based communication scripts to strengthen customer commitment and drive payment priority. This approach was rolled out nationwide with minimal training required for agents. The results for the bank included fewer connects needed per case, a reduction in unresolved cases, and more refined recovery processes, leading to greater operational efficiency and improved agent confidence.