Utilities BPO: Collection Services & Outsourcing

Revenue assurance remains a great burden for utility companies. Bad utility debt continues to rise as utilities remain one of the largest billers in North America. A fine balance is needed to improve revenue assurance without negatively impacting customer service.

TELUS International agents have a proven track record in collection management. By identifying early-stage collection requests, segmenting customers on ability to pay, and working hours when customers are most likely at home (e.g. weekends and evenings), we can help recover a significant portion of your costs.

In every case, our agents review account history before making contact with customers to ensure proper handling. Our collections services include:

• Soft collections (client-facing and back-office)
• Review of delinquent accounts
• Inbound correspondence review
• Friendly reminders
• Notification alerts
• Late fees
• Waiving fees
• Payment disputes
• Transfers of debits and credits according to client policies
• Fraud investigations
• Account reconciliation

Please contact us for examples of our recoup success.