Customer Success Story
Transforming Credit Risk Management
The Challenge
- Identifying Creditwothiness: The client faced challenges in efficiently identifying and segregating online customers based on their creditworthiness, a crucial factor in managing financial services effectively.
- Enhancing Efficiency and Data Analysis: The need to enhance call center efficiency while improving data analysis capabilities for better client reporting and trend analyses posed a significant challenge.
The Approach
TSI employed a multi-faceted approach to address the challenges and meet the client’s strategic needs effectively:
- Decision Engine Implementation: TSI designed and implemented decision engines tailored to each of the client’s e-commerce ventures, enabling efficient customer segmentation based on creditworthiness.
- Customer Care Optimization: TSI integrated hot keys and advanced data analysis capabilities to boost call center representative efficiency by 20%, streamlining customer care processes.
- Delinquency Management Strategies: TSI provided previously unavailable relational data, empowering the client with enhanced client reporting and trend analysis to optimize delinquency management.
- Innovative Recovery Techniques: TSI introduced incentive programs and leveraged cutting-edge technology to aid bad debt recovery, resulting in $25 million in recoveries since 1989 and heightened customer satisfaction.
The Results
The implementation of TSI’s innovative solutions yielded remarkable results across various aspects of the client’s operations:
- Customer Care: A 20% increase in call center representative efficiency through the implementation of hot keys and advanced data analysis capabilities.
- Delinquency Management: Availability of previously unavailable relational data, significantly improving client reporting and trend analyses
- Bad Debt Recovery: Successful recovery of $25 million in bad debts since 1989, accompanied by increased customer satisfaction owing to innovative incentive programs.
Conclusion
This case study showcases how TSI’s strategic approach and pioneering solutions have revolutionized credit risk management for online financial ventures, empowering the client to efficiently navigate the dynamic landscape of the Internet economy.
Customer Experience/Care Management
Inbound & Outbound Voice
CX & Care Programs
Back-Office Functions
Performance Analytics
Flexible Global Staffing
Business Process Outsourcing
Data Input
Document Processing
Verfication & Validation
Exception Processing
QA Monitoring & Reporting
Business Analytics & Modeling
First Party ARM
1st Party Collections
Pre-Charge Off Program Support
Inbound & Outbound
Early Stage / Care Based
Brand Protection
IT Adaptability / Flexibility
third Party Debt Collection
Post Charge-Off
Primary & Secondary
Late-Stage Recovery
Innovative Technology & Approach
Propensity to Pay Analytics
