In-House Collections for Telecommunications

In-House Collections for Telecommunications

Drive collection results with multi-channel engagement powered by analytics.

Overview

Deeply understanding your customers and identifying valuable at-risk scenarios allows service providers to take a highly segmented approach to the collections customer experience. This empowers you to efficiently leverage your resources, reduce churn and increase collection dollars.

Today's consumers use their mobile devices more than ever before, yet many service providers are not yet taking full advantage of multi-channel and digital customer engagement for their collection and recovery efforts. To move your business to the next level, FICO can help you power these automated communications with analytics to deliver the right message to the right customer at the right time.  

This approach helps avoid many awkward and manual contact center interactions on the phone and shift your channel mix to cost effective self service.

  • Improve agent productivity for debt management with a system of record and context sensitive guidance designed for collection best practices.
  • Leverage automated voice, text (SMS), email and mobile app notifications to promote self-service.
  • Take advantage of FICO's leading optimization capabilities to create highly targeted segments that can not only predict customer behavior but prescribe specific treatments that will improve your business outcomes.
  • Identify and retain valuable at-risk customers to reduce churn and cost-effectively improve the customer experience.

Resources

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The Customer Journey to Decision Optimization

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