Analyzing success in debt collection for a major European TELCO.

The background.

For years, a major European telecommunications firm relied on Transcom's expertise in both inbound and outbound debt collection services. However, as the industry underwent a digital transformation, traditional debt collection methods no longer cut it.

Recognizing the need for a fresh approach, Transcom rose to the challenge, designing and implementing a cutting-edge machine learning solution to navigate the complexities of the modern debt collection landscape. This strategic move ensured the telecommunications giant could seamlessly adapt to the ever-evolving demands of the digital age.

The solution.

We began with a treasure trove of historical lead data, analyzing over a million records to train and select a diverse set of six highly performant machine learning models. These models form the backbone of our new, automated, daily process.

Each day, every customer is profiled using predictive debt collection classification. This insight, combined with real-time debt recognition, guides our next steps. Customers with lower predicted risk are directed towards a self-payment process, while those requiring more attention are assigned to our experienced agents.

Outbound campaigns are dynamically optimized based on machine learning predictions to ensure we maximize customer contact and engagement.

But we're not stopping there. We're committed to continuous improvement. All data is meticulously monitored, and our machine learning models are retrained monthly to ensure they stay ahead of the curve.

This approach represents a significant leap forward in debt collection, allowing us to work smarter, not harder, and achieve better outcomes for everyone involved.

The results.

Our process optimizations have led to some impressive outcomes! We've seen a nearly 9% uptick in external financial resource retrieval, alongside a substantial boost in customer self-service adoption rates, exceeding 17%.  And the icing on the cake? We've managed to shave a whopping 860 operative hours off our monthly workload.

Oh, and the cherry on top? Transcom's commitment to client satisfaction has been recognized with not one, but two prestigious "Excelencia en Relación con Clientes" awards in Spain. This means that the hard work we do is recognized by more than just our clients.