Abstract
By varying measures, the volumes of collections and recovery cases that must
be handled by credit card issuers have increased 40%-50% just since the start
of the recession. New technology offerings available to issuers hold the
promise of increased productivity and the ability to optimize treatments
within constrained in-house and outsourced capacity.
The latest report by Mercator Advisory Group, Collections and Recovery
Solutions; Pushing an Ocean Liner Toward Warp Speed, examines the challenges
of the current credit card collections environment, and the technology
solutions available to major card issuers.
Highlights of the report include:
- Today' s economic environment is putting added pressure on issuers'
collections operations to increase productivity and results, while handling
greatly increased volumes.
- While advanced technology solutions and outsourcing partners are providing
assistance, issuers' major challenge in collections and recovery operations is
to ramp up capacity quickly where feasible, but to retain the flexibility to
ramp down when conditions return to "normal."
- Updated solutions and new capabilities are addressing issuer needs in
three key areas: capacity management, data management, and technology
management.
- As solutions proliferate in specialization and serve multiple cardholder
delivery
- channels, solution providers are responding with new approaches to
integrating control across these three delivery needs.
"Issuers are building greater "segment-of-one" case treatment capabilities
based on improved integrative analytics plus the multi-channel controls
mentioned above. In spite of the rapidly growing demand for capacity, most
collections shops must be conservative in their practices, retaining
well-tested processes, and integrating any change into staff training and the
ongoing flow of work," Ken Paterson, Director of the Credit Advisory Service
at Mercator Advisory Group and the author of the report comments. "How do you
push a large "ocean liner" capability to warp speed quickly to meet today' s
critical demand "then slow down to "normal" at some unknown point in the
future? Today' s technology solutions are providing added productivity, control
over multiplying delivery channels, and the flexibility to right-size
operations."
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