How a Leading Financial Institution in South Asia Achieved 5X Higher Right Party Contact Rate With,[object Object], TrueDigi's TruCall

How a Leading Financial Institution in South Asia Achieved 5X Higher Right Party Contact Rate With TrueDigi's TruCall

Fixing contactability. Eliminating skip tracing. Unlocking 100% portfolio reach with consistent Right Party Contact.

The Challenge

Early-stage delinquency success depended on the Right Party Contact rate (RPC) and TruPromise conversion. But after PDD+7, contactability collapses.

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Borrowers Were Segmented Into Four Intent Buckets

Self-Curing

Intend to pay, just forgot

01

Liquidity-Stressed

Intend to pay but no balance

02

Low-Priority

Intent exists, but low urgency

03

At-Risk / Break-Off

No clear intent, unreachable, avoiding contact

04

This Financial Institution struggled with buckets 2, 3 & 4, the high-risk delinquency pool.

Why Contactability Collapsed After PDD+7

28-30% Mobile
Number Change

Reachable universe instantly drops to ~70%

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Of That 70%,
Only 28-35% Pick Up

Spam filters, fraud anxiety, and unknown numbers

Effective RPC ~18-20% of the total base

Skip Tracing
Fails & Consumes Cost

15-22% alternate match rate
<12% RPC on traced numbers

Success measured on only 10% of the universe, not 100%, limiting true Right Party Contact Collections outcomes.

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The Solution: TrueDigi's TruCall

A shift from calling a SIM to Digi-Calling directly to the device.

Because TruCall connects to the device rather than the mobile number, lenders achieve 100% contactability from day one. SIM changes no longer matter, skip tracing becomes obsolete, and the delinquent base remains whole instead of fragmenting across lost or outdated numbers.

  • 100% reachability regardless of the number change
  • Bank-branded, trusted caller ID, improving Right Party Contact
  • Context-led scripts
  • Smart, timed nudges across all 4 intent buckets
  • Behavioural Intelligence: Preferred language, preferred time
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Result:

Trust
Pickup
RPC
Skip tracing
Manual effort
Cost

The Impact

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100% Contactable Universe

Before: >20% effective RPC universe
After: 100% Right Party Contact

Right Party Contact Rate Improved 5X

~18-20% → 42-55%

Pickup Rate Improved 3X

28-35% → 70-85%

PTP Lifted 28-41%

Strongest in Buckets 2 and 3

Roll Rate Reduced 17-22%

DPD 1-30

Cost-to-Collect Down 63%

Skip tracing = 0
No repeated dialling cycles
Less manpower

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Why TruCall Worked Better
Than Traditional Collections

  • Expanded Contactable base from 30% → 100%
  • Eliminated 3rd party skip tracing infrastructure
  • Authenticated calls to help overcome the threat of spam calls
  • Reduced Roll Rates in bucket 2, 3 and 4.
  • Consistent behavioural nudges
  • Device - level measurability
  • Data Security with API driven automation to complement the bank's processes

TruCall turned unreachable borrowers into recoverable revenue.

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The Result

“For the first time, our success wasn't measured on 20% of the reachable base — it was measured on 100% of our portfolio. TruCall fundamentally changed our post-due collection strategy.”

Head of Collections, Leading NBFC

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