1.Segmentation materially improves treatment efficiency
Banks that differentiate treatment by customer value, risk, behavior, and contactability can allocate collection resources more selectively.
Sources
Project Atlas · Retail Collections Transformation
Key findings
Banks that differentiate treatment by customer value, risk, behavior, and contactability can allocate collection resources more selectively.
Digital reminders, channel sequencing, and contact strategies can increase reach before accounts require higher-cost intervention.
Analytics alone does not improve recovery without clear ownership, performance management, and consistent frontline execution.
“Consider structuring the future-state strategy around differentiated customer treatment, channel orchestration, and operating governance.”