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The Pulse of Retail Debt Collections, 2025

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26 November 2024
Craig Focardi
Michael Bernard
Kieran Hines

Insights from a US Industry Survey: Challenges and opportunities for data acquisition, enhancing consumer engagement, and increasing automation, and Consumer Engagement

Key research questions

  • What are the current loan collections industry paint points, business challenges, and technology needs?
  • How might those challenges differ between first party and third-party collections organizations?
  • What are the industry’s expected investment priorities in the next year?

Abstract

This report shares findings from a recent Celent retail collections industry survey that uncovered the current business challenges, operations priorities, and consumer engagement approaches both today and over the coming year.

Celent surveyed 156 collections industry leaders in September and October 2024. Respondents included banks, credit unions, and third-party collections organizations of all sizes, covering a diverse set of asset collections.

We've previously researched the consumer lending and collections space extensively. Our prior findings include technology spending priorities for the retail banking industry and support for lending and collections technology decision-making and strategy. In this report, we've combined our survey findings with our prior research to provide readers a context and direction for collections technology and strategy in 2025.

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