30% uplift on queried accounts

TDX Group help BT increase collections by over £1m per year through the implementation of real time Query Portal technology.

Query Portal debt solutions case study

Client
British Telecom (BT)

Challenges faced

• Manually compiling DCA queries and complaints on spread sheets was leading to significant process issues for BT
• Long query response times
• Poor audit trail made root cause analysis difficult
• Manual process was resource intensive
• Estimated lost opportunity from sub-optimal query process of over £1 million per year

Business needs

Manually compiling DCA queries and complaints on spreadsheets was leading to significant process issues for BT.

TDX Group solution

BT chose to utilise real time Query Portal technology for managing external DCA queries

• BT chose to implement TDX Group’s real time Query Portal across their entire outsourced portfolio, managing in excess of 1.5 million accounts and 50,000 queries per annum from 20 DCAs
• Implementation was completed over a 2 week period with minimal IT integration required by BT
• The solution gave BT a comprehensive view of their query process for the first time
• Red, amber and green SLA flags were attributed to queries to allow the query team to prioritise the oldest queries
• MI and workflow management provided by the Query Portal enabled BT to optimise resource allocation, reduce resolution time and ensure all queries were responded to

Results

• 100% Query response rate resulting in a 30% uplift on queried accounts
• Improved MI and workflow enabled average response time reducing to less then 5 days resulting in a 20% uplift on queried accounts
• The solution gave BT a comprehensive view of their query process for the first time
• Leveraging batch upload of copy bills automated response to 20% of all queries saving significant manual resource
• Over £1 million uplift in collections realised over the first 12 months of operation

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