OCBC Bank – Singapore – International Best Practice Competition (Transform Debt Collections into Positive Customer Experience) – 2013

Transform Debt Collections into Positive Customer Experience The role of the collections department is to collect dues from debtors of the bank. In most banks, the only key performance indicator is to push for higher collections by pressing customers for repayments. In an unprecedented move in Singapore banks, OCBC Collections embraced a service culture with the aim of genuinely helping customers and delivering positive experiences. A Customer Care Program was introduced to skilfully balance ris