Collections and Recoveries
for Telecommunications

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Collections and Recoveries for Telecommunications - What can it do for me?

Collection and recovery strategies

The dynamic telecommunications market is seeing an almost unprecedented level of customer delinquency.

Pressure to grow and retain the subscriber base, combined with higher bills resulting from the convergence of services, as well as growing use of third party content, mean that telecommunications operators are facing escalating write-off amounts.

This has led to increased pressure on the debt management operation to recover these outstanding amounts.

How can we help you?

In a highly competitive environment, it is easy for customers to switch between suppliers and leave debts behind them, meaning a close management of the customer relationship during collections is essential, to ensure retention and reduce churn.

Experian’s proposition for debt management in telecommunications places intelligent customer segmentation at the heart of the processes and activities to drive dynamic, tailored collections strategies for each delinquent customer.

A few key facts

Customers are finely segmented to create an accurate profile and, using behavioural scoring, each customer is assigned a risk score, which is used throughout the collections activities to drive the most appropriate strategy.

Using the profile, collections actions can be effectively prioritised, such as leaving habitual late payers to self-cure and focusing resources on high risk, high value customers.

Both automatic and manual provisioning can be achieved, so that suspension, termination and re-activation, barring and debarring and throttling and download restrictions can easily be applied to both encourage and reward payments.

With a large volume of lower value debts, automation can have a significant impact on operational costs. The system automates collections activities to minimise manual intervention, and enables staff to concentrate on higher value, higher risk collections.

Operators can benefit from:

  • Minimising collections costs and time to collect
  • Increasing cash flow
  • Improving recovery rates and reduce bad debt write-offs
  • Improving staff productivity and focus collections resources
  • Protecting future revenue streams and reduce churn

Minimise activity costs and time by taking the most appropriate action

  • Use behavioural scoring and segmentation to dynamically create accurate and tailored collections activities according to the level of risk and value of the customer.
  • Reduce bad debt write-offs
  • Automate and streamline collections activities, enabling skilled collectors to be matched to the most appropriate cases.
  • Focus collections resources on high risk, complex cases

Integrate segmentation and profiling of customers with automation of collections activities to create a complete proposition for debt management in telecommunications. Next generation customer debt management places intelligent segmentation at the heart of the processes and activities to drive dynamic, tailored collections strategies for each delinquent customer.

Create customer profile and segment

Customers are finely segmented according to a wide range of variables to create an accurate profile. Using behavioural scoring, each customer is assigned a risk score according to their account and delinquent behaviour, which is used throughout the collections activities to drive the most appropriate strategy according to the level of risk and value.

Prioritise actions

Using the profile, collections actions can be effectively prioritised, such as leaving habitual late payers to self-cure and focusing resources on high risk, high value customers.

Communicate through preferred contact channels

Operators are able to utilise their own technology and the customer’s preferred communication channels, such as SMS, for effective personalised contact with the customer. This can include proactively sending limit warnings to reduce the number of customers entering delinquency.

Implement provisioning

Both automatic and manual provisioning can be achieved, so that suspension, termination and re-activation, barring and debarring and throttling and download restrictions can easily be applied to both encourage and reward payments.

Automate manual processes

With a large volume of lower value debts, automation can have a significant impact on operational costs. Collections activities are automated to minimise manual intervention, and enable staff to concentrate on higher value, higher risk collections.

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Consulting

Consulting is at the heart of every Decision Analytics delivery by Experian. Consultants work with clients at every stage of the project, firstly to fully understand the business and strategic direction, and then to help design and implement systems and processes that deliver objectives.

Following implementation, Experian consultants work with clients through a structured and regular review programme to continually evolve and enhance strategies so that organisations continue to gain maximum value as their needs change and the business grows.

Experian creates a partnership with clients to deliver a system that addresses their business challenges for today, and in the future. Bringing a fresh approach and independent viewpoint to every business, it delivers practical solutions that deliver measurable results.

Tallyman software

Tallyman is the sophisticated software system for managing customer revenue and collection.  Specifically designed for consumer credit grantors, or organisations which extend consumer credit as part of their business model, Tallyman provides its users with the necessary tools to implement fully integrated, end-to-end collections processes with flexible user applications and efficient automation. The key to Tallyman’s ability to collect more revenue lies in its rulesbased architecture which underpins all the activities and functions. Rules can be as simple or as complex as required to ensure that the solution precisely meets requirements.

Tallyman’s workload targeting function assigns accounts to be manually worked or to be automatically processed by either a worklist or a route.

Context sensitive displays mean that collections agents have all the relevant information at their fingertips to enable faster, more informed decisions.

Management information

Tallyman provides the ability to evaluate the performance of the implemented processes using visual interactive real-time performance dashboards and flexible and powerful management information through a suite of defined collections reports.  Progress of work queues, value of revenue collected and the progress of payment arrangements can all be monitored against KPI targets.

Using dashboard tools, managers can quickly predict daily outcomes and dynamically allocate resources and work queues in order to optimise system performance.

Modular technology with flexible delivery options

The system has been designed and built for agile implementation, with all the elements required for effective debt management, but with the ability to customise elements to suit individual business requirements.  The functionality in the technology has been designed to be modular, so it can deliver the functionality needed today, and meet the needs of the business tomorrow.

Tallyman is designed to integrate seamlessly with all leading billing and customer management solutions for streamlined operating efficiency.  The fully scalable system is capable of processing millions of customer decisions rapidly in this mission critical environment.

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Debt Management from Experian will enable us to improve the way we interact with customers behind on their bills. By treating them in a more thoughtful and personalised way we hope to be able to rehabilitate, retain and attract new customers who appreciate good service.”

Vodacom

Experian’s Tallyman customer revenue management and collection system automates the collections process by consolidating all credit-related communications, including phone calls, emails, texts, letters and faxes between an organisation and its customers into a single database. As such, Tallyman will now be the main source of information for Vodacom’s collections agents, providing accurate, up-to-the-minute data.

Tallyman will enables a targeted and personalised approach to debt collection

Segment customers in arrears in the same way that marketing departments can segment customers and prospects using Customer Relationship Management (CRM) systems. This will allow Vodacom to adopt a far more targeted and personalised approach to debt collection. For example, an established customer who usually settles bills on time will not be treated in the same way as a new customer who defaults on their very first payment.

Reduce operating costs through the automation of a large number of collections activities, such as the issue of standard reminders and freeing up collections staff to focus on higher value activities. In addition, Tallyman will be integrated with the Davox dialer used by Vodacom’s collections department and will automatically load all the information held about a customer onto the screen of the collector who receives the incoming call.

Adopt a more streamlined approach to customers by feeding information from Tallyman into Vodacom’s data warehouse which holds data from the billing system and other customer facing systems. This will mean that customers in arrears will not be offered other products or increased allowances.

It also allows the co-ordination of the activities of third parties such as DCAs who will also use Tallyman as their first point of action

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The strategic approach to debt management in the telecommunications sector

Telecommunications operators have faced increasing pressure over recent years to grow the subscriber base in a highly competitive market, only to find that their customers have been able to switch between providers, leaving their debts behind and making customer churn a significant challenge.

Added to that the growth in third party content and the losses from bearing those costs, and it is clear that debt management is becoming a key driver for telecommunications operators.

Operators who take a strategic approach achieve a significant reduction in the cost to collect the higher volume, lower value debts that are typical of this industry and, at the same time, reduce the levels of churn.

A strategic approach will optimise collections by:

  • Maximising profit by increasing the recovery of cash collected using efficient automated strategies and actions
  • Improving cash flow by ensuring earlier recovery of the debt
  • Reducing costs through improved automation of decisions, actions and the use of best practice collections techniques
  • Increasing customer retention through debtor rehabilitation and management by profiling the debtor and using the most appropriate collection technique
  • Ensuring rapid ROI by utilising an agile deployment and optimised ability to further enhance the solution.

The aim is to enable a rapid reaction to changing customer needs and market demands, as well as managing portfolio growth.

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