A tier 1 Spanish bank measured Murphy against its own call centre
A tier 1 Spanish bank ran Murphy head to head against its own call centre on comparable accounts in early arrears. Over the pilot, the call centre recovered 77% of balance and Murphy recovered 81%, with every Murphy call scored against the bank's own rulebook.
Murphy, Editorial team2 October 20264 min read
How was the pilot set up?
The pilot put Murphy up against the bank's own collections team. The bank split comparable accounts in early arrears between its own call centre and Murphy, same products, same arrears band, same rules. The bank wrote the limits: what could be offered, when calls were allowed, what had to be said at the start of each one. Murphy worked only inside them.
Both sides were measured the same way, on share of balance recovered, so neither could win on a metric the other was not playing.
What did the pilot measure?
Over the pilot the call centre recovered 77% of balance on its accounts and Murphy recovered 81% on its own, a four point difference on the number the bank actually banks. Every Murphy call carried a compliance review against the bank's rulebook.
| Measured | Call centre | Murphy |
|---|---|---|
| Share of balance recovered | 77% | 81% |
| Arrears band | 0 to 90 days | 0 to 90 days |
77%
of balance recovered by the call centre
81%
of balance recovered by Murphy
100%
of Murphy's calls reviewed against the rules
What does the bank get beyond the number?
A recovery figure that survives an audit. Every call is on file with the rules it ran under, so when someone asks why an offer was made, the answer is a record rather than somebody's memory.
Common questions
Why is the bank not named?
At its request. This is common for pilots in regulated institutions.
Were the two groups really comparable?
That was the design: same products, same arrears band, same rules on both sides, measured on the same number. A pilot that compares different books proves nothing, which is also the test to apply to anyone's pilot figures, including these.
Did AI or human collectors convert better?
In this pilot, on 0 to 90 day arrears, Murphy recovered 81% of balance against the call centre's 77%. That answers the question for this bank's book and this band, not for every portfolio; the way to answer it for yours is the same head to head test.
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