All results
Private bank · Secured retail
Late-bucket recovery, brand intact
Structured 90+ DPD resolution recovered materially more on an aged secured book while holding a 92% QA conduct score across recorded calls.
92%
QA conduct score
↑ recovery
vs prior vendor
audit-ready
trail on every call
The situation
A private bank had an aged secured retail book where the previous vendor recovered adequately but generated conduct complaints that reached the bank's grievance desk — a brand risk it wouldn't tolerate.
What we did
- Empathy-led, settlement-oriented scripts approved by the bank's risk team
- Pre-legal notices coordinated and logged where resolution stalled
- Daily QA scoring against a conduct rubric, with coaching loops
- Single dashboard giving the bank live visibility into every account
Identifying details are anonymised at the client's request. We're happy to walk your team through the underlying methodology under NDA.
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