Case Study: a leading UK telecom achieves a 29% increase in cash collected with Concentrix Catalyst

a leading UK telecom boosts cash collected per call by 29% with Concentrix Catalyst

Concentrix Catalyst partnered with a leading UK telecom company that needed to transition its collections operations to support a new Financial Conduct Authority (FCA) regulated product. The challenge was to ensure full FCA compliance while also aiming to increase cash collection efficiency, reduce costs, and maintain high-quality customer interactions, particularly for vulnerable individuals.

The solution delivered by Concentrix Catalyst combined FCA compliance support, business intelligence analytics, and a redesigned outbound engagement strategy. This included using speech analytics for vulnerability detection and integrating voice of customer insights into continuous improvement. As a result, the telecom achieved a 29% increase in cash collected per call, rose to first place in estate rankings for commercial and customer metrics, and ensured 100% of customer feedback was used for process enhancement.