Case Study: UPC Hungary achieves faster debt collection with VCC Live Pay

Immediate and secure debt collection during a phone conversation

UPC Hungary, the largest telecommunications provider in Hungary, faced an inefficient debt collection process that resulted in a low promise-kept rate from customers and a high workload for its agents. The company needed a secure method to merge the communication and payment phases of its collections process. To address this, they partnered with VCC Live to implement its PCI DSS-certified VCC Live Pay solution, which integrates with their existing call center system.

VCC Live's solution enabled UPC Hungary's agents to securely process immediate bank card payments over the phone during the collection call, requiring no additional investment. This implementation led to 43% of payments being handled during the phone conversation. The results were a significantly increased promise-kept rate, a reduced agent workload, and a rise in customer trust, with many now proactively settling their accounts.

UPC Hungary