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Jana Small Finance Bank · Banking · 2026
Collections calling at bank scale, and the analysis that changed how it dials
Jana runs EMI reminder and collections campaigns through voice agents in several languages. At this volume, a few points of connection rate is the difference between reaching a customer before the due date and missing them.
Team servedCollections
ChannelOutbound voice
Scale3M+ calls a month
My roleCustomer success lead, analysis
The problem
Three out of four dial attempts never connected. Some of that is normal for collections. Much of it wasn't. The same numbers were being dialled again and again at hours when nobody picks up, which costs telephony money and burns the bank's caller reputation.
What I did
- Owned the account and the monthly business review with the bank's leadership: volume, reach, connection by campaign and by hour, and what to change next month.
- Ran a connectivity analysis across 16.3M dial attempts. 31.7% of them went to numbers that had never once picked up. That's 5.17M calls with no chance of connecting.
- Turned the findings into dialling rules the bank could act on: suppress dead numbers, move volume away from the worst hours, and put more weight on the campaigns and languages that connect.
- Scoped the next phase with the bank, an inbound voice agent for product and service queries.
How it works
Due-date file›Campaign by language›Voice agent›Outcome + promise to pay›Dial strategy review
Impact
3.36M
call attempts in a single month
1.54M
unique customers reached
44%
of customers connected at least once
5.17M
wasted dials found and cut
Connection rate, best vs worst
Stack