Our job is to help those who can’t pay but want to. That’s where
we come in with the help of Experian. We’ve partnered with Experian for a number
of years, probably six or seven years now, for a number of different products.
Debt Recovery for Telecommunications, Energy and Cable
Every customer is different. We have 8 million customers, so we have a large number
of customers in arrears, very large. It's shocking sometimes.
The Behavior Scoring Model allowes us to treat individual consumers individually.
The Experian model scores those customers using our own data, that's all we can
use. With the help of the Experian analytics group, we were able to develop
strategies on how:
When do they get those first phone calls?
Do we delay those disconnect notices or some of the mailings?
All is to better treat the customer. Sometimes the customer could have fallen on
hard luck or changing jobs and couldn't pay, and they've had a very good record of
payment. It allows us to treat customers differently, which, from an operational standpoint
reduces our expense.
There's no doubt, senior management realizes the impact. That staple, the combination
of Account Initiation and Behavioral Scoring, isn't challenged. They realize the benefit
from it. They're embedded in our everyday use from a collections standpoint.
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