A global financial technology company providing 'buy now, pay later' services.
In the fast-paced world of ‘buy now, pay later’ services, the client had established itself as a market leader. However, with rapid growth came the challenge of managing collections efficiently while maintaining high standards of customer service. Probe CX has been working with the client since 2016 to handle their collections process, but as the business expanded, so did the need for a more scalable and cost-effective solution.
The client faced several key challenges in their collections operations. They needed to improve recovery rates on overdue payments while simultaneously reducing operational costs. Additionally, maintaining high levels of customer service and ensuring strict compliance with regulatory requirements were paramount. The company also required a solution that could scale seamlessly with their growing business.
Probe CX proposed a hybrid model to address these challenges. The solution encompassed several key components.