P2P Conversion Improvement for Retail NBFC
Multi-bucket collections transformation deploying AI-driven agent allocation and structured negotiation frameworks.
The Challenge
A retail-focused NBFC managing a ₹350Cr+ unsecured personal loan portfolio was experiencing deteriorating DPD migration across 30+, 60+, and 90+ buckets. Internal collections capacity was stretched and lacked structured escalation protocols, resulting in promise-to-pay conversions below industry benchmarks.
Our Approach
Deployed 60 dedicated agents segmented by bucket: early-stage calling, mid-bucket negotiation, and legal escalation specialists.
Built a propensity-to-pay model using 18 months of repayment history, contact reachability data, and demographic signals to prioritise daily dials.
Integrated directly with the client's LMS via API for real-time account status, payment confirmation, and disposition capture.
Implemented RBI Fair Practice Code-compliant call scripts, training modules, and QA scorecards with 100% call monitoring.
Weekly governance reviews with the client's collections head — tracking ROR, PTP rate, and DPD roll-forward in real time.
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