The FICO Data Privacy Policy explains FICO’s collection and use of cookies. Cookies help us remember your settings to provide you with a better browsing experience; allow us to assess, monitor, and improve the website’s performance; and enable our partners to advertise to you. You may disable the cookies by changing the settings in your browser, and you may tell us not to share your cookie data with third parties. By using this website, you consent to the use of cookies as described in the FICO Data Privacy Policy.
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.