Revolutionizing Credit Card Collections: Empowering 5,000 Agents to Manage 18M Cardholders with Unmatched Efficiency

Modernizing Collections for a Leading Credit Card Provider

A private American bank specializing in credit card products across all credit tiers, including near-prime and subprime segments, partnered with GlobalLogic to modernize its credit card collections system. The bank’s legacy system, comprising 20 isolated desktop applications, struggled to meet evolving business needs due to siloed architecture, outdated interfaces, and low performance. This resulted in reduced agent productivity, high maintenance costs, and inconsistent customer experiences.

• To address these challenges, GlobalLogic designed and implemented a unified, integrated, and scalable collections platform. This transformation enabled 5,000 agents to manage 18 million cardholders and streamline collections for millions of delinquent accounts. The platform supports the contact center in handling a wide range of tasks, including debt management, payments, verification, offers, and fee waivers. It is projected to handle 3 million calls per week, with 410,000 resulting in successful customer contact. This initiative is expected to significantly improve agent efficiency, reduce resolution time, and cut maintenance costs.

Challenge

The bank faced significant challenges with its legacy Call Agent Collection system, which was critical for managing delinquent accounts and ensuring effective collections. Key issues included:

• Siloed architecture and outdated interfaces: The system consisted of 20 isolated desktop applications, leading to inefficiencies and reduced agent productivity.
• Fragmented operations: Collections were split between internal teams and outsourced agencies, each using separate dialer platforms. The legacy system lacked the capability to integrate seamlessly with these external systems, resulting in inconsistent customer interactions.
• High maintenance costs: The outdated technology landscape required significant resources to maintain, diverting focus from core business operations.
• Limited scalability and adaptability: The system struggled to meet evolving business and regulatory requirements, hindering the bank’s ability to innovate and grow.

Recognizing the need for modernization, the bank engaged GlobalLogic to overhaul its collections platform and create a future-ready solution.

Value Created

GlobalLogic leveraged its expertise in financial services and technology modernization to deliver a comprehensive solution that addressed the bank’s challenges. Key features of the new platform include:

• Scalable, adaptable architecture: A microservices-based design enables future enhancements and supports evolving business needs.
• Seamless operations: Cloud-enabled, API-driven workflows integrate internal and external teams, ensuring consistent customer interactions and centralized reporting.
• Enhanced agent productivity: A modern user interface with consistent branding improves usability and efficiency, streamlining workflows across collections domains such as debt management, payments, verification, offers, and fee waivers.
• Accelerated, stable deployments: Automated testing and DevOps pipelines enable faster, more reliable releases, reducing time-to-market for new features.

Impact

The modernization of the credit card collections system delivered significant and measurable benefits for the bank:

• Scalable, resilient platform: The new system enables 5,000 agents to handle 18 million cardholders and millions of with high availability and adaptability to business and regulatory needs.
• Improved agent efficiency: Redesigned UI and streamlined workflows reduced resolution time and boosted productivity, allowing agents to focus on delivering better customer experiences.
• Unified operations: Integration of internal and external teams via dialer and API connectivity ensures consistent and compliant customer interactions.
• Simplified technology landscape: Replacing 20 legacy systems reduced maintenance costs, accelerated deployments, and enhanced operational agility.
• Enhanced customer experience: A single user interface and improved time-to-resolution contribute to better customer satisfaction and loyalty.