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Telecommunications debt collections have continued to evolve in recent years, relying increasingly on external agencies to provide scalability and diversify their collection strategies. Thousands of agencies compete for the attention of telecom vendors, each agency offering unique strengths for clients who can effectively segment accounts. Distributing accounts intelligently among specialist agencies and closely monitoring results can materially impact accounts receivable, future revenue streams and enterprise reputation (both regulatory and social). Telecoms collection strategies and practices look very similar to other consumer credit industries, particularly the use of analytics, automation and precise mathematical optimization to deliver predictably better results.
Mary Dupont, Sr. Director at FICO, explains the power of automation and analytics to drive collections and customer retention rates up; collections cost and reputational/regulatory risk down.