New system cuts Globe acct delinquencies by 40%

Globe Telecom Inc. has cut account delinquencies by 40 percent year-on-year following the deployment of a customer service and collection solution.

By automating a portion of its collections efforts, Globe said it has also managed to reduce the cost to collect by 15 percent and the time it takes to collect by three days.

Globe started using the FICO Customer Communication Services in 2016 to scale its collections efforts while considering costs and improving customer care.

Prior to the deployment of the FICO solution, Globe was relying on outbound phone calls and some customers were unhappy with the contact process.

Based on the complaints, some felt harassed, while some said the agents were rude.

Through the FICO solution, the telco now makes use of a multi-channel customer engagement system for collections including short message service (SMS), email and interactive voice response.

“This use of ‘machine calling’ instead of traditional ways of agents calling customers was an innovation in itself. Though it was a new kind of technology, the rollout turned out to be a success that revolutionized the way we do business,” said Mon Pernia, head of Globe’s consumer collections.

“Today, we are better equipped to manage our collections, improve collections performance, increase customer satisfaction, and finally decrease churn and costs dramatically,” Pernia added.

For his part, Dattu Kompella, FICO managing director in Asia, said Globe has benefited from the use of the solution not only in reducing the cost of collections, but also in future-proofing the business.