Publication:
Responsible Debt Collection in Emerging Markets

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dc.contributor.authorInternational Finance Corporation
dc.date.accessioned2015-04-14T21:02:55Z
dc.date.available2015-04-14T21:02:55Z
dc.date.issued2012
dc.description.abstractEmerging market economies have been experiencing high credit growth and high delinquency rates amongst retail banking customers in recent years. However, collections practices have not always kept pace with this rapid growth; many collectors still rely on relatively unstructured processes and weak oversight frameworks. It is therefore important to consider how fair and ethical treatment of borrowers can be better promoted in these markets. To this end, International Finance Corporation (IFC) commissioned a study in 2009 to examine the question of what guiding principles should financial institutions follow to raise their responsible and ethical standards in collections. IFC has subsequently commissioned Oliver Wyman to study existing global retail debt collections practices and recommend tangible actions that lenders and collectors can take to promote responsible and ethical standards in the field. The conclusions of this study are based on field research conducted by IFC and Oliver Wyman, industry experts analysis and opinion, and a survey of institutions in 20 emerging markets.en
dc.identifierhttp://documents.worldbank.org/curated/en/2012/01/24120232/responsible-debt-collection-emerging-markets
dc.identifier.doi10.1596/21738
dc.identifier.urihttps://hdl.handle.net/10986/21738
dc.languageEnglish
dc.language.isoen_US
dc.publisherWashington, DC
dc.rightsCC BY-NC-ND 3.0 IGO
dc.rights.holderInternational Finance Corporation
dc.rights.urihttp://creativecommons.org/licenses/by-nc-nd/3.0/igo/
dc.subjectACCESS TO FINANCE
dc.subjectACCESS TO FINANCIAL SERVICES
dc.subjectAUTOMATION
dc.subjectBANKING CUSTOMERS
dc.subjectBANKRUPTCY FRAMEWORKS
dc.subjectBANKRUPTCY LEGISLATION
dc.subjectBANKS
dc.subjectBEST PRACTICE
dc.subjectBEST PRACTICES
dc.subjectBOOKLETS
dc.subjectBORROWER
dc.subjectBUSINESS DEVELOPMENT
dc.subjectBUSINESS REQUIREMENTS
dc.subjectCALL CENTER
dc.subjectCALL CENTERS
dc.subjectCAPABILITIES
dc.subjectCAPABILITY
dc.subjectCASH REPAYMENT
dc.subjectCENTRAL BANKS
dc.subjectCHECKS
dc.subjectCODE OF CONDUCT
dc.subjectCOLLATERAL
dc.subjectCOLLECTION PROCESS
dc.subjectCONSULTING FIRM
dc.subjectCONSUMER
dc.subjectCONSUMER COMPLAINTS
dc.subjectCONSUMER DEBT
dc.subjectCONSUMER FINANCE
dc.subjectCONSUMER FINANCE MARKETS
dc.subjectCONSUMER PROTECTION
dc.subjectCONTRACTUAL OBLIGATIONS
dc.subjectCONTRIBUTION
dc.subjectCONTROL SYSTEM
dc.subjectCONVENTIONAL LENDERS
dc.subjectCOPYRIGHT
dc.subjectCORPORATE SOCIAL RESPONSIBILITY
dc.subjectCREDIT BUREAU
dc.subjectCREDIT BUREAUS
dc.subjectCREDIT CULTURE
dc.subjectCREDIT GROWTH
dc.subjectCREDIT INFORMATION
dc.subjectCREDIT MARKET
dc.subjectCREDIT RECORD
dc.subjectCREDITOR
dc.subjectCREDITORS
dc.subjectCURRENCY
dc.subjectCURRICULUM
dc.subjectCUSTOMER EDUCATION
dc.subjectCUSTOMER EXPERIENCE
dc.subjectCUSTOMER INFORMATION
dc.subjectCUSTOMER INTERACTION
dc.subjectCUSTOMER INTERACTIONS
dc.subjectCUSTOMER RELATIONSHIP
dc.subjectCUSTOMER RELATIONSHIP MANAGEMENT
dc.subjectCUSTOMER SATISFACTION
dc.subjectCUSTOMER SERVICE
dc.subjectDEBT
dc.subjectDEBT COLLECTION
dc.subjectDEBT COLLECTION CASE
dc.subjectDEBT COLLECTIONS
dc.subjectDEBT COLLECTOR
dc.subjectDEBT COLLECTORS
dc.subjectDEBT CRISIS
dc.subjectDEBT OBLIGATIONS
dc.subjectDEBT RECOVERY
dc.subjectDEBT SERVICING
dc.subjectDEBTORS
dc.subjectDEFAULTS
dc.subjectDELINQUENCIES
dc.subjectDELINQUENCY
dc.subjectDELINQUENCY RATES
dc.subjectDEVELOPMENT FINANCE
dc.subjectDEVELOPMENT FINANCE INSTITUTIONS
dc.subjectDISCRIMINATION
dc.subjectDISPUTE RESOLUTION
dc.subjectDIVIDENDS
dc.subjectECONOMIC DOWNTURN
dc.subjectECONOMIC GROWTH
dc.subjectEMERGING MARKET
dc.subjectEMERGING MARKET COUNTRIES
dc.subjectEMERGING MARKET ECONOMIES
dc.subjectEMERGING MARKET LENDERS
dc.subjectEMERGING MARKETS
dc.subjectEMERGING MARKETS ECONOMIES
dc.subjectEMPLOYEE
dc.subjectEMPLOYMENT HISTORY
dc.subjectENTREPRENEURS
dc.subjectEXPOSURES
dc.subjectFINANCE CORPORATION
dc.subjectFINANCIAL CONSEQUENCES
dc.subjectFINANCIAL CONSUMER
dc.subjectFINANCIAL DECISIONS
dc.subjectFINANCIAL DISTRESS
dc.subjectFINANCIAL EDUCATION
dc.subjectFINANCIAL INSTITUTIONS
dc.subjectFINANCIAL INTEREST
dc.subjectFINANCIAL LITERACY
dc.subjectFINANCIAL MARKETS
dc.subjectFINANCIAL PRODUCTS
dc.subjectFINANCIAL PROVIDERS
dc.subjectFINANCIAL REGULATORS
dc.subjectFINANCIAL SECTOR
dc.subjectFINANCIAL SERVICES
dc.subjectFINANCIAL SERVICES PROVIDERS
dc.subjectFINANCIAL SITUATION
dc.subjectFORECLOSURE
dc.subjectFRAUD
dc.subjectFRAUDULENT ACTIVITIES
dc.subjectFUTURE CONTRACTS
dc.subjectGENDER
dc.subjectGLOBAL RISK
dc.subjectGOOD CREDIT
dc.subjectGOOD CREDIT HISTORY
dc.subjectGOVERNANCE MECHANISMS
dc.subjectGROWTH RATES
dc.subjectGUARANTORS
dc.subjectHOME LOANS
dc.subjectHUMAN RESOURCE
dc.subjectID
dc.subjectINCENTIVE MECHANISMS
dc.subjectINCOME
dc.subjectINDEBTEDNESS
dc.subjectINFORMAL LENDERS
dc.subjectINFORMATION INFRASTRUCTURE
dc.subjectINFORMATION INFRASTRUCTURES
dc.subjectINFORMATION SYSTEMS
dc.subjectINFORMED CONSUMERS
dc.subjectINNOVATIVE TECHNOLOGIES
dc.subjectINSTITUTION
dc.subjectINTERNAL AUDIT
dc.subjectINTERNAL CONTROLS
dc.subjectINTERNATIONAL FINANCE
dc.subjectINTERNATIONAL LAW
dc.subjectINVESTING
dc.subjectINVESTMENT ADVICE
dc.subjectJOB CREATION
dc.subjectJOINT LIABILITY
dc.subjectJURISDICTION
dc.subjectJURISDICTIONS
dc.subjectLEADERSHIP DEVELOPMENT
dc.subjectLEGAL FRAMEWORK
dc.subjectLEGAL FRAMEWORKS
dc.subjectLEGAL INFRASTRUCTURE
dc.subjectLEGAL RECOURSE
dc.subjectLEGAL RIGHTS
dc.subjectLENDER
dc.subjectLENDERS
dc.subjectLENDING CYCLE
dc.subjectLENDING DECISION
dc.subjectLIABILITY
dc.subjectLICENSES
dc.subjectLIMITED ACCESS
dc.subjectLIMITED ACCESS TO FINANCE
dc.subjectLOAN
dc.subjectLOAN DISBURSEMENT
dc.subjectLOAN PORTFOLIOS
dc.subjectLOAN SERVICING
dc.subjectMARKET CONDITIONS
dc.subjectMARKET ECONOMIES
dc.subjectMARKET LEADERS
dc.subjectMATERIAL
dc.subjectMATURITY
dc.subjectMEDIUM ENTERPRISES
dc.subjectMFI
dc.subjectMFIS
dc.subjectMICROFINANCE
dc.subjectMICROFINANCE INSTITUTIONS
dc.subjectMOBILE PHONE
dc.subjectMOBILE PHONES
dc.subjectMORAL HAZARD
dc.subjectNEGOTIABLE INSTRUMENTS
dc.subjectOPERATIONAL RISK
dc.subjectOUTSOURCING
dc.subjectOUTSTANDING DEBT
dc.subjectPERSONAL BANKRUPTCY
dc.subjectPORTFOLIO
dc.subjectPORTFOLIO MANAGEMENT
dc.subjectPRIVACY
dc.subjectPRIVATE SECTOR
dc.subjectPRODUCT DEVELOPMENT
dc.subjectPROPRIETORSHIP
dc.subjectPROTECTION OF CONSUMERS
dc.subjectPUBLIC REGISTRY
dc.subjectQUERIES
dc.subjectRAPID GROWTH
dc.subjectRECEIPT
dc.subjectRECEIPTS
dc.subjectREGULAR PAYMENTS
dc.subjectREGULATORY FRAMEWORK
dc.subjectRELIABILITY
dc.subjectREPAYMENT
dc.subjectREPAYMENT BEHAVIOR
dc.subjectREPAYMENT RECORDS
dc.subjectREPOSSESSION
dc.subjectREPOSSESSIONS
dc.subjectREPUTATION
dc.subjectREPUTATIONS
dc.subjectRESOURCE MANAGEMENT
dc.subjectRESULT
dc.subjectRESULTS
dc.subjectRETAIL BANKING
dc.subjectRETAIL BUSINESS
dc.subjectRETAIL BUSINESSES
dc.subjectRETAIL DEBT
dc.subjectRISK MANAGEMENT
dc.subjectSALE
dc.subjectSALES
dc.subjectSECURE FUTURE
dc.subjectSECURITIES
dc.subjectSELF-HELP
dc.subjectSENIOR
dc.subjectSERVICE PROVIDERS
dc.subjectSMALL BUSINESS
dc.subjectSMALL BUSINESS LOANS
dc.subjectSOCIAL RESPONSIBILITY
dc.subjectSTAKEHOLDER
dc.subjectSTAKEHOLDERS
dc.subjectSUPERVISION
dc.subjectSUSTAINABLE DEVELOPMENT
dc.subjectTARGETS
dc.subjectTERMINATION
dc.subjectTIME OF COLLECTIONS
dc.subjectTURNOVER
dc.subjectTURNOVER RATES
dc.subjectUNIQUE ID
dc.subjectVOICE CHANNELS
dc.titleResponsible Debt Collection in Emerging Marketsen
dc.typeWorking Paperen
dc.typeDocument de travailfr
dc.typeDocumento de trabajoes
dspace.entity.typePublication
okr.date.disclosure2015-03-10
okr.date.doiregistration2025-05-05T12:17:09.109694Z
okr.doctypePublications & Research
okr.doctypePublications & Research::Working Paper
okr.docurlhttp://documents.worldbank.org/curated/en/2012/01/24120232/responsible-debt-collection-emerging-markets
okr.globalpracticeFinance and Markets
okr.guid945611468142176075
okr.identifier.externaldocumentum000470435_20150310133059
okr.identifier.internaldocumentum24120232
okr.identifier.report94833
okr.language.supporteden
okr.pdfurlhttp://www-wds.worldbank.org/external/default/WDSContentServer/WDSP/IB/2015/03/10/000470435_20150310133059/Rendered/PDF/948330WP0Box380ebt0collection0Final.pdfen
okr.topicFinance and Financial Sector Development::Access to Finance
okr.topicFinance and Financial Sector Development::Financial Literacy
okr.topicPrivate Sector Development::Emerging Markets
okr.topicPrivate Sector Development::E-Business
okr.topicFinance and Financial Sector Development::Debt Markets
okr.unitFinance & Markets - GP - IBRD (GFMDR)
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