Globe Telecom reduces churn and account delinquency with multi-channel customer engagement

Client: Globe Telecom is a major telecom provider in the Philippines serving some 50 million mobile subscribers, 3,5 million broadband customers and 860.000 landline customers.

Challenge: As the company grew, it tried to scale its collection contact center by adding human agents. Costs rose, performance stagnated, customer satisfaction and Net Promoter Score (NPS) deteriorated.

Solution: FICO^® Customer Communication Services now automates multi-channel collection contact strategies — with lower cost and virtually unlimited scalability.

Results: Delinquency rates down 40%; collection costs down 15%; time it takes to collect was reduced by three days.