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Orange raises debt recovery rate by reducing friction

Orange raises debt recovery rate by reducing friction

€164
Average recovery
11%
Interaction rate
+10
Years as a client
Orange, a €40 billion world-leading telecommunications operator improved debt collection and CX

The Challenge

To optimize and expand the current customer debt recovery process for improved performance but without damaging customer relationships. 

Our Solution

We started by analyzing the current voice-based debt collection process to understand the steps between delinquency and repayment and the four debt-related customer categories:ready to pay, already paid, billing issue and claim. transposed those findings into a self-service portal capable of processing all steps and categories. 

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