The Global Association of Applied Behavioural Scientists

BBVA Mexico

2024 HIGHLY COMMENDED

“Improvements in the Negotiation of Early Credit Card Delinquencies in Collection Telephone Calls at BBVA”

2024 Highly Commended Entry

  • What distinguished your entry from the rest of your work in your view?

    This work stood out for its innovative collaboration/synergy between Behavioral Economics and Retail Recovery, transforming a traditionally transactional and cold process into a human, close, and customer-centered intervention.

  • What real-world changes have been implemented as a result of your research? Are you seeing the results replicated at a larger scale?

    The pilot program led to the adoption of the new debt recovery model in many of BBVA Mexico's contact centers, aiming to improve not only the early debt collection results for credit cards but also to revolutionize the traditional collections paradigm through a human and empathetic approach. The success has encouraged empathetic and data-driven recovery approaches.

  • What advice would you give to others who might take inspiration from your entry and plan their own interventions?

    We recommend a data-driven approach with close monitoring of the intervention’s progress. First, it is essential to design the intervention in a way that allows for impact evaluation through experimentation and data analysis. Then, continuous tracking will enable timely adjustments and strategy optimization, ensuring that the changes generated are not merely contextual but sustainable in the long term.