Bancoppel Uses Omnichannel Strategy to Improve Portfolio Recovery

In recent years, the increase in delinquency rates for both revolving and non-revolving credit portfolios has been inevitable. Locating customers who haven’t made payments for 90 days presents a major challenge, especially as changing phone numbers to avoid collection calls has become more common and easier among credit holders.

For this reason, Bancoppel identified the need to explore alternatives through technology and omnichannel platforms to improve recovery among high-risk customers and increase the effective contact rate across its database, while enhancing the customer experience.

By implementing multiple inbound and outbound voice and data contact channels, Bancoppel aimed to secure payment agreements with customers, increase payment compliance, and make the process less intrusive and more efficient.

Technology enabled Bancoppel to reach delinquent customers through various outbound channels such as WhatsApp, email, phone, and SMS, achieving broader coverage at lower cost. This approach improved portfolio recovery by optimizing resources and simplifying the payment experience for customers.

This type of strategy reinforces the role of collections contact centers with a technology-driven approach, allowing recovery efforts to scale without compromising the customer experience. Instead of relying solely on phone calls, Bancoppel’s collections contact center integrates multiple channels to ensure effective contact.

Customer information collected from any contact channel is managed through a unified console, keeping all data centralized and allowing customers to reach the center via their preferred channel and at their preferred time. With these new business rules, it’s possible to analyze historical behavior of credit holders and, by applying artificial intelligence, assign risk levels and determine the most effective collection channel—whether voice or text.

Thanks to the implementation of technology, Bancoppel has recovered approximately 13% of its delinquent portfolio and 75% of its preventive portfolio, increased promise-to-pay conversion from 12% to 24%, and improved telecom investment efficiency by 7%.