One of Australia’s leading financial institutions hired ICG to complete a detailed review of all of their collections practices. This included manual, semi-automated, and automated activities across all channels and a dialler.
A joint client and ICG team systematically worked through gaps to world’s best practices, proven Australian best practices, and target best practices to develop a gap analysis and prioritisation program.
ICG was further hired to support the implementation of phase 1 and 2 recommendations leading to further refinements and successful implementation of all recommendations. The project was described by the Bank Sponsor as an important and timely up-lift in a critical capability for the Bank.