Early Arrears Collections

Case Studies

Energy Client - Early Arrears Collections

The Challenge

Client’s Collections resource regularly moved to front line customer services to support periods of high demand.
This placed intermittent pressure on Collections performance.
Client also keen to benchmark internal performance in a range of areas: collections performance; return on investment; and quality.

The Solution

Initial team of 8 FTE set-up working Final debt.
Launched within 6 weeks.
Managing 5 Day window early in collections process.
Operating on Client’s Billing System and Payment Portal (via VPN); using Sigma’s Contact Platform to drive efficiencies.
Delivered ‘white-label’ (in clients name).
Outbound dialled from South Africa; inbound handled in UK.
Following success, all of Live & Final Collections outsourced.

The Result

Live Collections: 29:1 Return on Investment. 116% uplift on previous 12mths performance (vs. in house team).
Final Collections: 9:1 Return on Investment. 173% uplift on previous 12mths performance (vs. in house team).
Rapid expansion of FTE in short time with no compromise on performance
>90% average customer satisfaction score on Live accounts
Multi-award winning partnership
Grew to C. 105 FTE gross in first 12 mths.