Collections + Customer Contact
What does it take to transform effective outreach into lasting financial success? In the highly competitive telecommunications sector, implementing effective collection strategies can significantly impact business growth and optimize cash flow. Since 2009, Support Services Group has partnered with a leading telecommunications provider to enhance collections operations in the Philippines.
What began as a basic wireless campaign has evolved into a multi-segment operation covering Wireless, Wireline, and corporate portfolios. Our partnership proves that SSG APAC’s skilled workforce and operational agility drive improved financial results.
Measurable Growth
Between 2023 and 2025, the program delivered significant gains in revenue and operational scale. During this period:
- Accounts Receivable surged by 274% from 2023 to 2024, then increased by another 111% in 2025.
- Endorsement volume followed a similar trend, rising by 303% and then by a further 124%.
These figures reflect how well-managed collections operations can translate effort and insight into measurable financial success.
Collections Performance
Between 2023 and 2025, the collections program experienced increases in both revenue and workforce capacity.
- Average monthly revenue rose by 69% from 2023 to 2024 and grew another 13% the following year.
- Average annual collections improved by 48% from 2023 to 2024 and added 16% in 2025.
To support rising volumes, the team’s FTE headcount expanded by 103% between 2023 and 2024, followed by an additional increase in 2025.
Operational Drivers
Several operational strategies contributed to these strong results, demonstrating SSG’s expertise in collections delivery:
- Targeted leadership: Dedicated managers oversee specific business segments like postpaid and prepaid services, corporate accounts, and specialized high-value services, allowing focused oversight and tailored strategies for each portfolio.
- Bridging goal system: Daily performance is tracked through a bridging goal system, enabling rapid adjustments to keep collection outcomes aligned with targets and client expectations.
- Specialized teams: A Null Team manages bulk email reminders and skip tracing, enhancing engagement with customers who are more challenging to reach through standard channels.
- Multi-channel engagement: Automated dialers, combined with SMS, email, and IVR outreach, offer diverse touchpoints to connect with customers and improve recovery rates.
- Tiered commission structure: Agents are motivated through a tiered commission system, where reaching higher performance tiers unlocks incremental earnings, encouraging consistent high performance across the team.
These practices reflect how disciplined execution, and effective workforce management can transform a collections program into a reliable driver of revenue growth.
Conclusion
At SSG APAC, we remain committed to delivering collection strategies that drive measurable financial results. Our partnership with the telecommunications provider’s collections program demonstrates how disciplined operations, skilled teams, and innovative approaches can transform collections into a reliable engine of revenue growth. For organizations seeking to enhance their financial performance through expert contact center solutions, our proven methods provide a trusted path forward.
