Case Study: Telecommunications Company boosts debt repayment with TTEC

Telecommunications Company - Customer Case Study

TTEC worked with a Telecommunications Company that was struggling to measure the effectiveness of its debt collection associates and needed a more streamlined collection strategy. The company wanted better tools and guidance to help customers create realistic repayment plans while improving overall collection performance.

TTEC implemented a standardized system for tracking associate performance, including customer satisfaction, transfer rate, first contact resolution, promises taken, and promises kept. TTEC also coached associates and leaders on repayment planning, motivation, and recognition, resulting in the promise-kept rate rising from 72.4% to 81.6% and helping the “Wipe Out” team recover nearly $10 million in debt within one year.