Case Study: One boosts collections and reduces agent workload with VCC Live Pay

ONE boosts over-the-phone collections to 43% with VCC Live

ONE, a major telecommunications provider, faced challenges with inefficient debt collection processes. Their high agent workload and low "Promise Kept Rate" were driven by customers failing to adhere to payment plans, requiring repeated follow-ups. They partnered with their existing cloud contact center software vendor, VCC Live, to implement a solution using the VCC Live Pay product.

VCC Live implemented its PCI DSS-certified VCC Live Pay solution, which enabled immediate and secure over-the-phone payments without requiring any additional implementation. This allowed ONE to consolidate its two-stage collection process into a single call. As a result, 43% of all collections were made over the phone within a year, significantly increasing the "Promise Kept Rate," reducing agent workload, and even prompting more customers to proactively settle their debts.

ONE