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.
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