TELECOMMUNICATION

Capability overview for the Telecommunications Industry

INTRODUCTION

REDUCING BAD DEBT

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.

MINIMISING COLLECTIONS LOSSES

A DATA RICH ENVIRONMENT

MANAGING CHURN AND DSO

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 operates 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

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OUR value proposition

SOLUTION ECOSYSTEM

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.