Case StudY

As a leading fibre broadband provider, ACT Fibernet faced persistent challenges in managing overdue customer accounts at scale. Its reliance on digital reminders such as SMS and email resulted in missed payments, constrained cash flow, and heavy dependence on manual follow-ups by human agents. The existing approach lacked a reliable, high-reach communication channel to ensure overdue customers received and acknowledged payment reminders, the ability to connect instantly with a large volume of users for time-sensitive collections, automation for repetitive high-volume collection activities, and a frictionless payment action that allowed customers to resolve dues immediately after being contacted. These challenges highlighted the need for a scalable, automated voice-based solution that could ensure consistent outreach, improve connection rates, and reduce manual collection effort.

ACT Fibernet deployed a high-volume automated outbound IVR solution to replace manual collections and improve reach beyond email and SMS reminders. The setup used a dual-call strategy—automated bill reminder calls for customers approaching or crossing due dates, and targeted overdue collection calls for delinquent users. For overdue customers, dynamic Text-to-Speech (TTS) calls announce the exact outstanding amount and due date to ensure clear, compliant financial communication. Each call included a simple CTA—“Press 1 to receive a secure payment link via SMS”—enabling immediate payment, faster time-to-collection, and compliant resolution of overdue accounts. 

ACT Fibernet achieved measurable improvements in its collections operations through automated voice outreach, including a 92% customer connection rate for overdue payment communication and the ability to handle multi-million outbound IVR calls monthly at pan-India scale. The initiative delivered a significant improvement in collection rates, accelerated recovery cycles, and reduced time-to-collection through instant payment action via IVR, while also minimizing revenue leakage and stabilizing the financial cycle. It further improved operational efficiency by enabling agents to focus on complex recovery cases. All through high-volume automated voice outreach—proving the power of Times Mobile’s Outbound IVR and voice solutions for scalable, compliant collections.