The Brief

ntl managers had been set challenging debt collection targets. On its own, this would have created pressure. But there was even more pressure placed on top: a deadline for the end of that financial quarter. ntl quickly realised that it required some additional capacity to cope and commissioned RESPONSE to help set-up a team that could help. The request was simple, yet daunting: 100 agents to start calling within two weeks.

The Solution

RESPONSE responded to this challenging brief, recruiting the required number of agents and putting in place a series of complex technical processes. The campaign went live by the deadline and RESPONSE worked with ntl at every stage of the campaign to ensure targets were met.

RESPONSE dramatically improved the client's success by developing a new training programme, improving the quality of the data and by putting highly effective quality measures in place.

The Results

From this initial short-term campaign, RESPONSE has since worked across a number of different projects for ntl. Prior to the merger with Virgin Media, we continued to manage part of the customer calling process for ntl Debt and consistently exceeded monthly targets.

• monies recovered increased by 200%
• customer churn significantly reduced
• direct debit mandates increased by 50%

Such has been our success that ntl managers came to RESPONSE to see our effective debt collection process in action.