Best Practices for Telco Collections Strategy Design

Dive into how telcos can modernize their collections strategies by balancing traditional tactics with customer retention goals through strategic use of decisioning technology and data analytics. The key recommendations include continuously evolving collection strategies based on changing debtor behaviors and market conditions, implementing challenger strategies on small portfolio segments to test new approaches risk-free, and leveraging comprehensive datasets to make data-driven decisions that optimize both revenue recovery and customer relationships. 

• Balance Collections with Customer Experience - Use decisioning technology strategically to balance aggressive collection tactics with customer retention goals, focusing on preserving customer relationships and lifetime value.
• Continuously Evolve Collection Strategies - Regularly review and update strategies due to changing debtor behaviors, collector performance, regulatory shifts, and organizational priorities to maintain effectiveness.
• Build Comprehensive Data-Driven Strategies - Develop effective strategies using accurate data across multiple timeframes, performance variables, and outcome measurements to optimize resource allocation and understand customer-collection relationships.
• Modernize with AI Decisioning Platforms - Transform from reactive to predictive collections using AI-powered decision-making that integrates across the customer lifecycle and breaks down silos between departments.