Case Study: Boosting EMI Collections by 55% for Bajaj Finserv

 Client Profile

• Client: Bajaj Finserv
• Industry: Financial Services (NBFC & Consumer Lending)
• Challenge Area: Early-Bucket (Bucket X) EMI Collections

Bajaj Finserv, a leader in India’s consumer lending space, faced significant challenges in managing early-stage EMI defaults, which led to unpredictable cash flow and operational inefficiencies. 

By implementing VoiceGenie’s multilingual, AI-powered voice automation, they achieved a 55% increase in EMI collections, dramatically improved conversation retention, and freed their human agents to focus on high-value tasks.

The Challenge: Scaling Persuasion in Early-Stage Collections

Bajaj Fiserv manages an extensive consumer lending portfolio offering no-cost EMIs across multiple product categories, from electronics to home appliances. However, early-bucket EMI defaults—particularly in the X bucket phase—created critical operational bottlenecks:

• Unpredictable cash flow from inconsistent recovery rates
• Manual calling teams stretched thin across high-volume portfolios
• Low conversion rates from rule-based automated bots lacking human persuasion
• Limited regional language coverage restricting effective borrower engagement
• High drop-offs from shallow scripting that failed to address borrower concerns

The collections team needed to scale recovery efforts without proportionally increasing headcount—a challenge many large financial institutions face. Traditional approaches, whether fully manual or rule-based automation, couldn’t balance scale with the nuanced persuasion required to convert payment promises into actual collections.

The VoiceGenie Solution: Intelligent, Multilingual Voice Automation

VoiceGenie was deployed as a strategic enterprise voice automation agent, specifically fine-tuned for the nuances of repayment psychology and EMI collection behavior.

The enterprise-wide rollout was designed for maximum impact and included:

• Advanced Conversation Logic: The system was equipped with sophisticated objection handling and repayment negotiation capabilities, moving beyond simple reminders to interactive dialogues.
• Promise-to-Pay Workflow: Automated capture of payment commitments with intelligent, auto-triggered follow-ups to ensure fulfillment.
• Optimized Outreach: Intelligent retry logic and disposition-based dialing ensured calls were made at the right time to the right customers.
• Multilingual Dynamic Switch: Seamless conversation in English, Hindi, and Telugu, allowing for broader and more effective customer coverage.
• Real-Time Performance Tracking: Comprehensive dashboards provided collections leadership with immediate visibility into recovery metrics and agent performance.

This solution was scaled to handle over 200,000 calls per month, with a strategic focus on the critical 3rd to 5th-day window post-due date for maximum recovery uplift.

Measurable Business Impact

The implementation of VoiceGenie delivered immediate and significant results across key performance indicators.

Quantitative Results

KPI	Result
EMI Collections	+55% Improvement
Conversation Retention Rate	75% Success Rate
Disposition Accuracy	92% Precision

Operational Impact

Beyond the headline KPI, Bajaj Finserv saw three concrete shifts:

• Reduced human caller dependency — With automation handling volume, the team could redeploy experienced agents to genuinely complex cases—accounts with unusual circumstances, high-value borrowers, or negotiation scenarios that required human judgment.
• Compliant messaging across segments — Automation ensured that every borrower received consistent, compliant communication. No ad-hoc scripts, no deviation from approved language. Regulatory teams had full audit trails.
• Predictable cash-flow outcomes — Because recovery rates became more consistent, forecasting became more reliable. Leadership could plan around actual collection timelines instead of hoping manual teams would pull through.

Why This Mattered

The VP of Collections summed it up:

“Persuasive automation that improves recovery and lets our teams focus on riskier accounts. Tangible financial impact.”

This wasn’t about replacing people. It was about giving people better tools. Automation handled volume and early persuasion; humans handled judgment and complexity. Together, they moved the needle on collections.

For Bajaj Finserv, a 55 percent improvement in EMI collections translates directly to better cash flow, lower portfolio risk, and improved borrower outcomes. Borrowers who connect early and negotiate repayment plans are more likely to stay current long-term.

Conclusion: VoiceGenie’s Role as a Strategic Partner

For Bajaj Finserv, VoiceGenie transcended the role of a mere software vendor to become a strategic automation partner. The solution directly addressed the core challenges of coverage, persuasion, and governance in EMI collections.

This case demonstrates that with the right AI-driven approach, financial institutions can transform their collections operations from a cost center into a strategic, efficient, and highly effective function that drives direct revenue impact.

VoiceGenie Enterprise Role

VoiceGenie served as the strategic automation partner for activation and enablement, delivering measurable revenue outcomes through intelligent, behavior-driven onboarding and re-engagement.