CallServ Limited, a then budding Trinidad-based BPO provider, approached Flow Trinidad, a subsidiary of Liberty Latin America, to address their mounting Collections challenges. Flow Trinidad, a prominent provider of cable, high-speed internet, and telephone services in Trinidad and Tobago, faced significant losses and subscriber attrition due to non-payment issues.
Although Flow Trinidad had their own internal Collections team, there was insufficient personnel to handle the call volume. Seeking a swift, effective, and cost-efficient solution, Flow Trinidad partnered with CallServ Limited to maximize their collections process and increase their collected revenue.
Client Background
Flow Trinidad and Tobago, part of Liberty Latin America, is a vital communications infrastructure provider in the Caribbean region.
Serving more than a quarter of the homes in Trinidad and Tobago with Broadband, Cable, and Telephone Services, Flow Trinidad is the leading telecommunications provider in the twin-island state.
And with that comes challenges in serving all its customers. Broadband, phone, and cable are critical to the daily lives of thousands of subscribers, making efficient collections of subscription fees essential to the company’s service provision, sustainability, and growth.
The Challenge
Flow Trinidad faced several challenges in its collection process:
High Attrition Rates: Non-payment issues led to a considerable decrease in subscriber numbers, impacting the company's revenue streams.
Inefficiency in Collections: Flow Trinidad's internal collections process was not yielding the desired results, necessitating a strategic overhaul.
Resource Constraints: The company faced limitations in terms of hiring and training collections agents promptly, leading to delayed recovery efforts.
Unattainable Topline Revenue Goals: The company had larger overall financial goals and needed increased collections from 30, 60, and 90-day customers.
Why Flow Trinidad Chose CallServ Limited
Flow Trinidad meticulously evaluated potential partners before choosing CallServ Limited for their critical collections overhaul. Several factors made CallServ Limited the ideal choice for Flow Trinidad’s strategic BPO needs:
Expertise in the Caribbean Market
CallServ Limited’s deep understanding of the Caribbean market, including its cultural nuances, regulatory landscape, and customer behaviors, was invaluable. This localized expertise ensured that Flow Trinidad’s collections efforts were tailored to their customer base's specific needs and sensitivities.
A Proven Track Record
CallServ Limited has a demonstrable track record of successfully implementing collections solutions for clients in similar industries. Flow Trinidad was impressed by CallServ’s history of achieving tangible results for businesses facing similar challenges, indicating a reliable partner capable of delivering on their promises.
An Emphasis on Customer Service Excellence
CallServ Limited emphasized the importance of not just collecting payments but also preserving customer relationships. Their customer-centric approach, rooted in excellent communication skills and empathy, resonated with Flow Trinidad’s commitment to providing exceptional service to their subscribers.
Flexibility and Scalability
CallServ Limited offered flexible and scalable solutions tailored to Flow Trinidad’s evolving needs. As Flow Trinidad’s requirements changed, CallServ was poised to adapt its strategies swiftly, ensuring the partnership remained agile and responsive to the company’s dynamic challenges.
Cost-Effectiveness
CallServ Limited presented a compelling, cost-effective solution. By outsourcing their collections efforts to CallServ, Flow Trinidad could optimize their operational costs, redirecting resources toward core business activities and strategic initiatives, thereby maximizing their ROI.
Transparent Communication and Reporting
CallServ Limited emphasized transparent communication and detailed reporting. Flow Trinidad appreciated the clear, concise, and timely updates on the progress of collections efforts. This transparency fostered trust and confidence in the partnership.
The Solution
CallServ Limited approached Flow Trinidad’s collections challenges with a comprehensive and strategic methodology rooted in the core principles that define our BPO services. Here's how we responded, adhering to the best practices in the industry:
Understanding Flow Trinidad’s Unique Needs
Our first step involved in-depth consultations with Flow Trinidad’s team to gain a profound understanding of their specific challenges and objectives.
Data-Driven Insights and Analytics
We conducted a thorough analysis of Flow Trinidad’s customer data. By identifying patterns and trends, we segmented customers based on their payment behaviors. This segmentation allowed us to prioritize efforts, focusing on high-value accounts while implementing specialized strategies for different customer segments.
Customer-Centric Communication
We emphasized empathetic and respectful communication in our interactions with Flow Trinidad’s customers. Recognizing the sensitivity of financial discussions, our outbound team employed active listening skills and empathetic dialogue. We aimed to collect payments and preserve customer relationships, mitigating potential subscriber attrition.
Continuous Training and Skill Development
CallServ Limited ensured that our representatives were equipped with knowledge of Flow’s products, services, and collections best practices. This ongoing education along with our existing customer support and outbound training empowered our team to navigate complex collections scenarios effectively.
Transparent Reporting and Feedback Loops
Transparent communication was paramount. We provided Flow Trinidad with detailed and regular reports outlining the progress of our collections initiatives. These reports included customer complaints, allowing Flow Trinidad to make informed decisions. Additionally, we encouraged an open feedback loop, welcoming Flow Trinidad’s input to refine our approach continually.
Agile and Scalable Solutions
Recognizing the dynamic nature of collections challenges, our approach was agile and scalable. As Flow Trinidad’s needs evolved, we adapted our strategies swiftly. Whether it was scaling up operations during peak periods or refining our approach based on changing customer behaviors, our flexibility ensured that we remained responsive to Flow Trinidad’s requirements.
The Results
Thanks to our combined efforts, CallServ and Flow Trinidad yielded significant improvements in key performance metrics, showcasing the effectiveness of our tailored collections strategy:
Call Resolution Rates: Increased from an initial 65% to an impressive 90%, reflecting the enhanced efficiency in resolving customer issues and collecting overdue subscriptions.
Average Handle Time (AHT): Reduced by 30%, streamlining agent interactions and increasing the volume of successful collections calls without compromising service quality.
First Call Resolution (FCR): Improved by 25%, indicating a higher rate of resolving customer queries and payment issues during the initial contact, reducing the need for follow-up calls.
Customer Satisfaction (CSAT): Increased CSAT, underscoring the positive impact of our approach on customer experience during the collections process.
Revenue Recovery: Achieved an increase in revenue recovery within the first quarter of implementation, demonstrating the effectiveness of our proactive collections strategy. We acquired over 7 figures in uncollected revenue for the business.
Cash Flow Improvement: Contributed to an improvement in the client's cash flow due to expedited collections and a reduction in outstanding balances.
Cost Savings: Realized a reduction in operational costs related to collections, as the streamlined processes and improved efficiency allowed for optimal resource allocation.
Let CallServ Help You Win
In conclusion, the collaboration between our Business Process Outsourcing (BPO) company and the telecom client stands as a testament to the transformative power of strategic partnerships in addressing complex challenges.
By overcoming initial roadblocks through innovative solutions and adaptive strategies, we not only achieved remarkable improvements in key performance metrics but also contributed significantly to the telecom client's bottom line.
The success of this engagement was not merely a result of efficient Collections processes but also a testament to the resilience and collaboration fostered during the journey.
This case study exemplifies how, through mutual commitment and continuous improvement, BPO partnerships can deliver sustainable and positive impacts on both operational efficiency and client success in the dynamic landscape of telecom subscription management.
Let CallServ Limited be your first or next BPO provider for Collections and other outbound campaigns today.
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