A Study on Overdue Telecomm Customers Related to Bill Recovery Rates

• Main Authors: LIAO, WEN-I, 廖雯怡
• Other Authors: FANG, XIA-HUA
• Format: Others
• Language: zh-TW
• Published: 2017
• Online Access: http://ndltd.ncl.edu.tw/handle/462ru3

碩士 === 世新大學 === 資訊傳播學研究所(含碩專班) === 106 === When facing different types of overdue account customers, how can collectors quickly distinguish and improve their collection performance? Are different types of overdue account customers associated with varied results of collection of overdue receivables? These questions are the motives of this study. This study analyzes whether there would be difference in the recovery rate between various types of customers. The rating system for overdue account recovery is an initiative designed in the A company, and collectors use pre-determined rating criteria and forms to rate and classify overdue account customers based on their interaction with those customers. This study used ANOVA variance analysis method to investigate the rating system for overdue account recovery has an impact on the recovery rate and number of calls before and after the system was implemented. The results of the study show that the rating system is helpful for the recovery of overdue accounts, and the number of calls after the collection scoring system is reduced. Additionally, this study found that for customers who have been rated as “Good” in the System in the past, when they became overdue accounts again, it was relatively less difficult for the company to collect the receivables. By comparison, for those being rated as “Not good” in the System in the past, when they became overdue accounts again, it was relatively more difficult for the company to collect the receivables and the recovery rate was poor. This study concludes that the rating system can be used as a reference for collectors when they call customers of overdue accounts and the system may help improve the recovery rate.