Case Study: Telecommunication Company increases repaid debt with TTEC

Telecommunication Company - Customer Case Study

TTEC helped a telecommunications company improve its debt collection process. The customer was struggling to measure the effectiveness of its associates’ collection efforts and needed a better way to streamline its collection strategy and help customers find workable repayment plans.

TTEC implemented a standardized system for tracking associate performance, including customer satisfaction, transfer rate, first contact resolution, promises taken, and promises kept, while also coaching associates and leaders on repayment planning, motivation, and recognition. The changes improved the promise-kept rate from 72.4% to 81.6%, and one team recovered nearly $10 million in repaid debt in a year, contributing to a 12.7% increase in repaid debt.