Capability overview for the Telecommunications Industry





The world has become increasingly reliant on telecommunications infrastructure, be it from telephone calls, video calls, streaming movies, or connected devices. Society is increasingly permanently networked; it is how we connect and contact each other today.

As the number of channels and products have exploded, so has competition. Prices have been driven down, margins squeezed, and cost competitiveness is up.

Creating economies of scale, maximising efficiencies, and reducing bad debt have all become paramount.

Qualco can help accelerate your competitive edge:

  • Technically advanced solutions to drive nuanced customer treatment at low cost, to reduce churn
  • Strong collections feature set, quickly enabling the adoption of best practice
  • Leverage contact via multiple channels integrated into your collection’s strategy
  • Ease of implementation and upgrade

In the telecommunications industry, a monthly bill is typically low in value and as a result, the cost to serve remains a priority. Customers with multiple products are often on separate legacy billing systems and collections at a customer level can often be complex. Finding efficiencies, while maintaining effectiveness is a challenge.

Onboarding, recidivism, and churn are all key areas of focus. Controlling collections losses is a fine balance between onboarding new customers yet minimising churn, maintaining overall customer satisfaction and still ensuring payment.

Quickly optimise your strategies with QUALCO:

Identify collections trends - quickly design optimal strategies to adapt
Streamlining your processes with our flexible configuration tool
Quickly classify and segment your customer base with our advanced decision tree functionality
Efficiently facilitate a holistic customer view for advanced processing

Telecommunications operate in a data-rich environment. Much is monitored and a great deal of data generated.

The use of this data allows for advanced segmentation of portfolios, using risk-based strategies leading the contact to be made to the right people at the right time, via the right channel.

Simulation and testing of different scoring and decisioning components have also become more common with tools such as champion challenger being used to determine optimal strategies. Incorporating data, data handling, modelling and insight are areas of high demand and a high return to drive process improvement.

QUALCO can help extract value from your data:

Connect to different data streams for scoring and modelling for segmentation
Use pre-built modelling techniques for segmentation and scoring
Increase your understanding across your customer base by integrating with our specialist decision-making platform

Churn and Days Sales Outstanding (DSO) are key industry performance indicators and consequently drive a large focus on customer retention and speed of payment. Pre-delinquency strategies, contacting early in the collections journey and optimal contact channels, such as self-serve, are all important and support an increased focus on creating good customer journeys.

Some customers are in financial difficulty and may show signs of vulnerability. They require special handling. This has become an increased area of focus from the regulator, driving agility in the design and management of solutions such as payment arrangement options and hardship programmes. These programmes are also important in maintaining customers, managing churn and losses.

Accelerating collections with QUALCO:

Configurable payment plans ensure flexibility to support multiple credit policies and customers
Integrated with the latest real-time APIs, all the latest forms of communication are easily accessible
Customisable digital channels allow customers to interact and self-serve through preferred channels
Determine the best outcome for customers tailored to their circumstance





QUALCO’s technology ecosystem helps you leverage data to gain customer insights, understand account behaviours and flexibly drive effective collections strategies to stay in control. Use the latest tools and techniques to minimise losses, optimise cost whilst creating good customer journeys and outcomes.


  • Manage, automate, and standardise your organisation’s processes
  • Design, run and control optimised collections and recovery processes
  • Quickly set up self-service portals and digital journeys
  • All with the aim of enhancing profitability


  • Ensure robust data management to fully leverage and control data gathered
  • Provide advanced analytics to enable more advanced decisioning and segmentation
  • Take full advantage of data to build sophisticated collections strategies

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