I. Financial and Operational Achievements
ACT Fibernet changed its collections process from being expensive and done by hand to a smooth, automated system for recovering money by using a high-volume Outbound IVR (Interactive Voice Response) solution.
| Key Metric | Performance | Strategic Financial Impact |
| Operational Scale |
Managed multi-million calls monthly. |
have demonstrated the capacity to handle the enormous, recurring volume required for a Pan-India customer base. |
| Contact Efficiency |
I successfully achieved a connection rate of 92%. |
Ensured critical financial communications instantly reached more than half of all overdue users. |
| Collection Velocity |
Delivered a Substantial Improvement in Collection Rates. |
The combination of high contact success and immediate payment options accelerated the collection cycle and stabilized cash flow. |
| Process Shift | This process shift allowed human agents to concentrate exclusively on complex, difficult-to-recover defaults. |
We successfully transformed a highly repetitive operational burden into an automated, efficient recovery system. |
II. The Challenge: Stabilizing Cash Flow from Overdue Accounts
As a leading fibre broadband provider, ACT Fibernet faced a persistent and costly challenge in managing overdue (OD) accounts. Exclusive reliance on digital reminders (email, SMS) resulted in missed payments, constrained cash flow, and necessitated expensive, inefficient manual intervention by human agents.
Core Objectives:
- Consistency: Ensure timely and consistent billing and OD payment reminders reach allcustomers.
- Connection Rate: Drastically increase the successful communication rate with critical
- overdue users. Efficiency: Automate high-volume, routine collections to reduce operational expenditure.
ACT required a universal, reliable voice solution that guaranteed immediate attention and provided compliant, actionable payment options.
III. The Action: High-Volume, Targeted Outbound IVR Deployment
ACT Fibernet implemented an automated outbound IVR solution, powered by a high-reliability mobile solutions provider, to leverage the universal reach and immediate attention of a phone call.
The Dual-Call Strategy:
- Automated Bill Reminders: Generic, proactive calls set up for all customers to remind them of due dates that are coming up or have just passed.
- Targeted OD Collections (Text-to-Speech): For overdue customers, the system initiated personalised calls using a dynamic Text-to-Speech (TTS) mechanism. This technology allowed the call to dynamically read out the specific outstanding amount and due date.
Frictionless Payment Integration:
The IVR was integrated with a clear Call-to-Action (CTA):
“Press 1 to receive a secure payment link via SMS for immediate payment.”
This system provided immediate resolution, significantly reducing the time-to-collection and adherence to compliance standards for financial communication.
IV. Conclusion: Voice as a Collection Game-Changer
The implementation of a high-volume, automated IVR system by ACT Fibernet revolutionized the management of its subscription-based business model. By instantly connecting with a substantial majority (92%) of its monthly target users for collection purposes, ACT significantly minimized revenue leakage and stabilized its financial cycle.
The solution successfully automated the high-volume, repetitive work, allowing the company to strategically reallocate human resources to complex, relationship-dependent collection cases, validating the power of voice technology as an essential stability tool for subscription services.
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