Emerging market lenders are increasingly focusing on retail segments in recent years. While the increased access to finance bodes well for more inclusive development, collections processes remain relatively rudimentary and there is widespread concern of harm to customers arising from collections activities.
The International Finance Corporation (IFC) commissioned Oliver Wyman to conduct a study and prepare the report, Responsible Debt Collection in Emerging Markets, which covers the state of collections controls in emerging market economies and recommends measures which industry participants can take to better protect the rights and interests of borrowers.
