Leading telecom and cable provider

Leading US telecommunications and cable provider implemented automated early-stage collections program to seamlessly enable customers to self-select preferred communication channels. As a result, it increased payment arrangements by nearly 40%, reduced operating costs by more than US$2 million and eliminated the need for live agents to address early-stage collections, while continually improving customer experience.

• Reduced make-a-payment inbound agents’ calls by nearly 500,000.
• Saved more than US$2 million per year by automating inbound payment calls.
• Eliminated the need for live agents to address early-stage collections.
• Improved customer experience.