Case Study: Global Energy Company achieves 60% cost reduction with WNS debt collection transformation

Co-creation Helps Transform Debt Collection, Reduce Costs by 60%

The Global Energy Company was facing rising consumer debt that was straining working capital, while still needing to maintain high-quality customer service in debt collections. It partnered with WNS to find a more efficient, customer-friendly collections model, including offshore support and an automated dialer solution.

WNS co-created and implemented a transformed debt collection process using Six Sigma analysis, offshore delivery, trained staff, and its automated dialer with no extra investment for the client. The results were significant: 60% cost reduction, GBP 1.2 million in incremental debt collected, collection rates rising from 7% to 35%, Right Party Contact improving from 38% to 55%, and 45% of resources redeployed to other strategic areas.