Case Study: Globe Telecom achieves 40% drop in delinquency and 15% lower collection costs with FICO Customer Communication Services

Globe Telecom reduces churn and account delinquency with multi-channel customer engagement

Globe Telecom, a leading Philippine provider serving about 50 million mobile, 3.5 million broadband and 860,000 landline customers, faced rising costs and worsening customer experience as it tried to scale collections by hiring more agents. Growing headcount led to inconsistent treatment, higher complaints, stagnating performance, increased churn and declining Net Promoter Scores.

By implementing FICO Customer Communication Services to automate data‑driven, multi‑channel outreach (IVR, email, SMS) and optimize timing and messaging, Globe reduced account delinquency by 40%, cut collection costs 15% and sped up collections by three days—while lowering complaints, reducing churn and improving NPS—all without adding headcount and with virtually unlimited scalability.

Globe Telecom

Mon Pernia

Head of Consumer Collections