1. Scorecard Management:

• We conduct a thorough risk management analysis using customer data from various sources, including credit histories and payment behaviours. Our goal is to align credit assessment outcomes with the long-term interests of the business and its customers, fostering responsible lending while safeguarding financial health.  

2. Scorecard Framework Perspectives:

• We ensure alignment by assessing financial metrics to evaluate credit decisions. We promote continuous skill enhancement to improve risk assessments and streamline business processes for more efficient credit evaluations. From the customer's perspective, we understand and address their needs throughout the application process.

3. Referrals Desk:

• We provide post-approval support, including forensic analyses of credit transactions to identify fraud. We maintain accurate bureau credit profiles and prioritize data security, helping clients make informed decisions.  

4. Vintage Reporting:

• We analyse historical payment performance to identify trends and risk segments. This helps tailor credit strategies, mitigating risks while promoting responsible borrowing.  

5. Contractual Flexibility:

• We adapt contractual terms based on current economic conditions and events that may impact customers' financial capabilities.  

6. Comprehensive Monitoring:

• We evaluate risk levels in our customer portfolio, closely monitoring payment histories and market conditions to manage credit limits effectively.  

7. Regular Evaluations:

• We continuously assess risks and implement management strategies to mitigate potential challenges, ensuring long-term organisational stability and success.

1. Consumer & Enterprise Support:

• Specialised services for postpaid, trade partners, high-value, and business customers, offering 24/7/365 flexible and scalable operations.

2. Retention & Escalation Management:

• Focused teams handle retentions, upgrades, cancellations, CEO/executive escalations, and social media complaints professionally and empathetically.

3. World-Class Agents:

• Skilled, motivated teams with continuous upskilling, strong retention strategies, and a commitment to delivering exceptional customer experiences.

4. Workforce Optimisation:

• Advanced forecasting, scheduling, real-time monitoring, and process adjustments to maximise efficiency and service delivery.

5. Digital Transformation:

• Automation and AI-driven insights improve customer engagement, anticipate needs, and create proactive strategies.

6. Sales & Repairs:

• Dedicated teams streamline sales fulfilment and coordinate with repair agents for fast, efficient service.

7. Back-Office Support:

• Comprehensive agent support ensures complex issues are resolved on the first attempt.

8. Customer Experience Enhancement:

• Data-driven initiatives improve satisfaction and loyalty, aligning with industry best practices.

1. Rating and Billing for All Services and Products:

• We offer effective tariff configuration, processing of Call Detail Records (CDRs), and integration of Customer Relationship Management (CRM) systems for accurate billing and an enhanced customer experience. Our services include sponsored billing options that allow third-party billing, providing increased flexibility for our customers. We implement multiple billing methods, including pro-rata and non-pro-rata options, line-level billing, and consolidated invoicing for multiple lines, accommodating diverse customer preferences. 

2. Integration with Accounts Receivable:

• We streamline financial tracking and revenue collection through effective interfacing.  

3. Bill Suppression Features:

• We have implemented features that allow for the pausing of bill issuance during disputes or adjustments, which improves customer satisfaction.  

4. Automated Invoice and Statement Generation:

• We provide customised invoice and statement layouts that align with our clients' branding.  

5. Multi-Channel Distribution of Invoices and Statements:

• We offer comprehensive delivery options, including email, printed copies, and an online dedicated portal for customers to review their invoices and statements any time.  

6. Billing Queries, Investigation, and Reporting:

• Our dispute management process is organised for the efficient handling and resolution of billing disputes and customer inquiries.  

7. Insights and Reporting:

• We provide in-depth analysis of billing patterns and customer behavior, enabling data-driven decisions that foster improved financial strategies and revenue growth.

1. Strategy Creation and Implementation:

• We design and implement tailored strategies to enhance collection processes, focusing on efficiency and effectiveness. Our goal is to optimise methods, increase revenue recovery, and drive sustainable growth.

2. Consumer and Enterprise Collections:

• We manage collections through targeted campaigns, from pre-delinquency to post-write-off stages. Our advanced call centre uses cutting-edge technology to improve interactions and recovery rates.

3. Credit Control for Corporate Clients:

• We implement customised credit control measures, monitor accounts proactively, and maintain communication to address potential issues. Our strategies aim to foster relationships and ensure timely payments.

4. Pre-Legal and Post Write-Off Collections:

• We focus on resolving debts amicably before legal action is necessary, and if needed, engage legal services for recovery. We also develop strategies for recovering previously written-off accounts.

5. Specialised Collections:

• Our team handles complex situations like debt reviews, deceased estates, and liquidations. We offer tailored solutions while ensuring clear communication with all involved parties.

6. Query Management and Resolution:

• We prioritise efficient query management to address customer concerns swiftly. Our dedicated team aims to enhance customer satisfaction and build trust in our processes.

7. Dialler Management:

• We use advanced dialler technology to improve outgoing call efficiency and customer contact rates while minimizing operational costs for better service delivery.

8. Omni-Channel Collections:

• We employ a comprehensive omnichannel approach to collections, enabling customers to interact through their preferred channels, such as phone calls, email communications, SMS messaging, or various online platforms.