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Telecommunications
Business Opportunity
The telecommunications industry (local, long distance and cellular) contends with a shortened window for collections
due to the more immediate write-off date. These accounts include the high percentages of customers disillusioned by
early termination fees and disconnect charges, or confused by previously signed agreements. The lack of coordinated
skip-tracing emphasis, due to the average balance associated with the accounts, results in a "spinning environment"
where dialer technologies, or manual call, are emphasized vs. detailed searching and call algorithms. System
applications are not coordinated to append all account information and allow collectors to collect and coordinate
billing disputes, contract disputes and service problems.
Operational Shift
The optimal coordination of collection begins with an appreciation for the fact that time is the greatest factor to
be addressed. Fusion expedites all processes across a multitude of applications resulting in:
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- an end-user interface which facilitates the resolution of customer perceived disputes
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- the creation of workflow standards for all aspects of work (e.g., workflow destinations, scheduled work dates, intensity of collection process)
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- the development of a transactional history of events to help performance, versus tracking historical performance of customer contact
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- increased work effort in the form of greater transactional attempts at lower cost
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- the emphasize of re-sale contact through collection efforts
Financial Benefits (Early-Out)
Fusion deployment results in:
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- a reduction in write-off from 6%-20%
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- a deduction in cost to collect 10%-20%
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- an increase in the average payment as a percentage of balance
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- a decrease in time to collect impacting more balances faster
Business Benefits
Maintaining a strong competitive edge in the telecommunications industry depends critically upon the creation and
implementation of business best practices and coordinated operational focus. Fusion deployment, whether in-house or
through Tritium out-sourcing consistently results in the:
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- coordination of all collection processes from one location
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- best business practices, and highest quality training curriculums, for all collectors
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- coordination of dispute information and drill-backs to the originating source for potential process improvement
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- creation of custom tool-kits and calculators
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- recording of all telephone events for compliance and training purposes
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- enforced management of high volume collection efforts utilizing advanced dialer applications
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- ability to significantly lower related telephone communication costs
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