Financial institutions are relying now more than ever on collections and loan modification BPO to dramatically improve performance and retain valued customers. Convergys Collections and Loan Modification solutions optimize debt recovery, and mortgage document compilation, while maintaining customer satisfaction. We do this - and help meet government requirements - by leveraging best-in-breed analytics and trained live agents, with multichannel automation.
Maximize Short-Term Returns and Lifetime Customer Value
With a holistic approach that employs superior strategic tools to handle valued accounts, Convergys can help your business:
- Retain Important Customers: Maximize customer lifetime value
- Optimize Collections: Increase needed revenue
- Improve Loss Mitigation Results: Reduce program expenses
Our portfolio of solutions includes:
Our Portfolio of Solutions Includes
Convergys combines analytics, automation, and live agent services to reduce cost per dollar collected while improving collections rates. Our outsourcing options align resources to focus on accounts most likely to pay and capture maximum revenue.
Convergys’ pioneering pre-treatment & collections methods:
- Lower cost per dollar collected through automation and multichannel technologies
- Improve collection with customized treatment plans
- Increase payment and satisfaction by identifying and counseling customers within days of delinquency
- Improve right-party contact rate through a multichannel approach
Measurable Results: Within 4 months, predictive modeling and targeted collections increased the amount collected per workable account by 23%, and overall liquidity by 16%, for a leading financial services provider.
Convergys blends customer service and collections for a revolutionary, efficient approach to treating valued accounts. Guided by leading analytics and customer management expertise, Convergys Integrated Care and Collections solution is empathetic and targeted.
- Lower costs by answering customer service needs, treating accounts, and taking payments in a single contact
- Improve customer satisfaction by resolving most care and payment needs on the first call
- Optimize collections with tailored payment terms that maximize customer satisfaction and recovery
- Scale rapidly with agents and infrastructure available to securely meet your needs
Measurable Results: For one specialized financial firm, Convergys care and collections program increased recovery, growing to handle 40% of total call volume.
Convergys Loan Modification solutions offer a cost-effective approach to quickly, intelligently marshal your mortgage resources to support a company or government program. We deliver rapid access to intelligent technology, analytics, and agents trained in loss mitigation.
As a modular solution, your program includes only the resources your financial organization needs to:
- Reach targeted loans with intelligent automation, customer analytics, and leading contact strategies
- Ramp operations quickly and smartly with agents trained to gather eligibility documents and prepare files, and support mortgage companies with file preparation, while network infrastructure and redundancy securely support your needs
- Reduce service costs by selectively reaching customers with automated outbound messaging
- Increase satisfaction to retain and capture loans leveraging survey feedback, skilled agents, and quality assurance metrics to efficiently identify and assist borrowers with document gathering
Measurable Results: One financial services company collaborated on its loan modification program and realized a financial package completion rate that was nearly 300% of the industry average.
