The challenge

A video communications company with operations in dozens of countries including Europe struggled with B2B collections and had a growing number of aging accounts that were delinquent. The company had partnered with a collections vendor, but still wasn’t generating the desired results.

The solution

The company transitioned its collections work from its previous vendor to TTEC. We provided skilled collections associates who focussed on outbound mobile calls and emails.

The company chose to partner with us largely because of our proactive solutions and approach. We took a holistic look at the collections process — what was working, and what wasn’t — and made recommendations to improve efficiency and drive results.

We recommended allocating aged accounts to tenured and high-performing associates, optimised collections cadences, and enhanced internal reporting so associates and leaders had more transparency into performance metrics.

The results

TTEC associates’ average collections attainment rate was 82%, an improvement over the 60%-70% the client’s previous vendor averaged. Our team has a running average of 63% of associates hitting at least 80% attainment rates. In some months, 100% of TTEC associates have hit 80% attainment.

Each associate had a baseline target of sending 70 emails and making 20 calls each day.

Following our early success, the client gave TTEC additional collections work focussed on accounts in India, and we continue to discuss ways we can deepen our partnership with the brand.