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Leading telecom and cable provider

Top US provider increases payment arrangements nearly 40%, while reducing costs more than US$2 million

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Case Study

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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