Tag Archives: Collections

Risk & Compliance Globe Telecom Cuts Delinquencies 40% Using FICO CCS

Globe Telecom slashes delinquencies by 40%

Globe Telecom (Globe), one of the major telecommunications services providers in the Philippines, has reduced account delinquencies by 40 percent year-on-year, since its deployment of FICO® Customer Communication Services (CCS) in 2016. By automating a portion of its collections efforts, the company has also managed to reduce the cost to collect by 15 percent and the time it takes to collect by three days. The introduction of the CCS solution was seen as essential to cope with Globe Telecom’s rapidly growing business. With more than 59 million mobile customers, and more than 1.2 million broadband customers, Globe had to scale its collections efforts quickly while considering cost and improving customer care. Mon Pernia, head of consumer collections at Globe, explains how the project has changed collections for the company: How has adding analytically driven collections been received at Globe? This use of ‘machine calling’ instead of traditional ways of agents calling... [Read More]

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Risk & Compliance What’s Happening While We Wait for TCPA Reform?

TCPA Reform in 2018?

The election of a new administration along with leadership changes at the Federal Communications Commission (FCC) provided new hope for a broad group of industry and nonprofit organizations who have long been advocating for changes to the Telephone Consumer Protection Act (TCPA). The TCPA reform effort is expected to commence after the United States Court of Appeals for the District of Columbia rules on the challenge (led by ACA International – the Association of Credit and Collection Professionals – and others) to the FCC’s July 2015 Declaratory Ruling and Order. The FCC’s 2015 action is viewed by many as creating additional uncertainty in an area that has witnessed the chilling of the use of modern communications technology.  Nearly 14 months ago, the DC Circuit Court heard oral arguments on this case. I have spoken to legal experts who have reviewed hundreds of DC Circuit cases and they all assert that... [Read More]

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