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Time Warner Cable Collects Significantly More Each Month With Varolii

June 22, 2011

Time Warner Cable Collects Significantly More Each Month With Varolii 

   SEATTLE—After seeing regional collections increase and measurable improvements in equipment recovery operations, Time Warner Cable Inc. (NYSE: TWC) has signed a companywide master services agreement with Varolii Corporation. Time Warner Cable is the nation’s second largest cable company and has been using Varolii since 2005 to proactively contact customers regarding past-due payments and to arrange equipment returns from former customers.

Five Years of Regional Success Garners National Support
Prior to using Varolii, Time Warner Cable's Los Angeles and Carolina regions were using predictive dialers and contact center agents to reach customers who had missed their payments. Recognizing how costly and inefficient these methods were, both regions decided they needed a smarter system for reaching more customers without adding resources or overhead costs.

In 2005, Time Warner Cable began using Varolii automated communications to proactively call delinquent customers to remind them of their missed payment and to offer them the opportunity to transfer to a representative. Since the Los Angeles region has a large Spanish-speaking population, Varolii communicates in both English and Spanish using professional voice talent to ensure recipients will clearly understand why they are being contacted and what their options are to take action. The results have been dramatic. For example, using Varolii, Time Warner Cable has achieved the following over the last three months:

Faster Customer Payments – The majority of customers pay within a month of receiving the first automated communication

Better Customer Outreach – Thousands of customers are reached each day without relying on expensive contact center agents or on-premise dialers

More Revenue Collected − Time Warner Cable is collecting significantly more every month using automated communications than with dialers and agents alone

"We have grown to view Varolii as a strategic partner," said Mark Boehler, director of Digital Phone Security and Fraud Management at Time Warner Cable. "The outstanding success we've seen in Los Angeles is just one example of how we can reduce costs and collect more in an economy that is slowly but surely picking up steam.”

Proactive Communication Results in Higher Equipment Recovery Rates
Beyond collections, Time Warner Cable is using Varolii to streamline equipment recovery operations by recovering expensive in-home equipment that former customers occasionally neglect to return. A single set-top cable box can cost hundreds of dollars to replace, which impacts bottom-line growth. Time Warner Cable is using Varolii to send automated communications that offer past customers the choice to either schedule a pick-up with a service technician or to receive shipping materials to send the equipment back.

Varolii Collections and Customer Service Solutions Help Businesses Reach More for Less
Consumers today are bombarded with hundreds of messages on a weekly basis. Whether in the form of a phone call, email or text message, the incoming flood of messages makes it difficult for businesses to cut through the clutter to relay important, and often time-sensitive, information to their customers. With Varolii Collections and Customer Service Solutions, businesses are intelligently interacting with more customers in less time and at lower cost than traditional dialers and agents.

Varolii solutions are built using dozens of best practices gleaned from sending more than 5.3 billion communications over the last 10 years. Its team of in-house industry experts applies the most effective strategies to every message using smart analysis of customer response data and customer preferences. By fine tuning communications to the individual recipient based on best time of day to reach out, best channel (voice, email or text) and the correct language and message tone to apply, companies like Time Warner Cable are reaching thousands of customers with personalized communications – a concept known as mass personalization. In fact, companies using Varolii Collections and Customer Service Solutions with mass personalization technology are spending less money and providing their valued customers with high-quality, interactive messages that ultimately achieve better results and generate greater wallet share.

For more information on Varolii Collections and Customer Service Solutions, please visit http://www.varolii.com/Products.aspx.



 
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