Mobile telephony is booming in the Czech Republic. More customers, using more mobile services is great news for operators like Intrum Justitia customer T-Mobile Czech Republic, the country’s number one mobile telephony supplier.
“More customers naturally lead to higher levels of late payment, which ties up capital that could be better used to further enhance our mobile network or services,” says Otakar Král, Executive President Finance, T-Mobile Czech Republic.
But rather than chase late payment itself, T-Mobile has chosen to outsource collection to Intrum Justitia, who has built up a strong presence in the Czech Republic over the past few years.
“Outsourcing makes total sense because our principal job is delivering mobile telephony services that satisfy customers,” says Král.
“Collecting late payment is Intrum Justitia’s business focus and they do a great job thanks to their unique human approach to helping debtors find ways to settle what they owe, achieving better results than we could. Using an external partner to collect payment is also a psychological tool that boosts the chances of success.”
The Czech Republic, a full-fledged member of the European Union (EU) since 2004, is one of the most developed mobile telephony markets in Central and Eastern Europe. It is also one of the few countries in the world where people use mobile devices more than conventional phones.
Czech consumers and businesses became early adopters of the new mobile technologies in the late 1990s due to the high costs and long waiting lists related to the fixed telephony market. Today there are over 12 million SIM cards in use in a country of just over ten million citizens, with
T-Mobile Czech Republic attracting nearly five million customers.
“We’ve played a key role in the development of the Czech mobile market with a constant stream of revolutionary services and products. Our success is due to delivering innovative services and price plans reflecting our simple human approach to providing our customers with the benefits of mobility, reliability and accessibility,” explains Král.
Although the level of late payment is a small part of the total amount invoiced out each month by T-Mobile Czech Republic, there are other key factors involved. These include involuntary churn (the number of customers who are inactivated due to unpaid services), bad debt and customer satisfaction.
Král says Intrum Justitia works effectively across all areas: “Our goal is always to help a customer, whether an individual or a business, who has fallen behind with payment find a satisfactory way out of the problem.”
Proof of T-Mobile’s success in delivering customer satisfaction has come twice in recent years in the shape of being voted ‘Trusted Brand’ in the Reader’s Digest European Trusted Brands research, aimed at identifying which consumer brands are the most trusted by customers.
So what does T-Mobile Czech Republic appreciate most about the partnership with Intrum Justitia?
“Above all, we appreciate how hard Intrum Justitia works at maintaining goodwill. A late payer is still a customer of T-Mobile and we want to help them solve their problems and continue using our services. Then, of course, we are happy that Intrum Justitia’s track record in successfully solving late payment is well above the average of other competitors in our marketplace,” ends Král.
"Outsourcing is a real benefit" - Otakar Král, T-Mobile Czech Republic
Source: Fair Pay Magazine, 1/2007, pages 8 and 9
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“More customers naturally lead to higher levels of late payment, which ties up capital that could be better used to further enhance our mobile network or services,” says Otakar Král, Executive President Finance, T-Mobile Czech Republic.
But rather than chase late payment itself, T-Mobile has chosen to outsource collection to Intrum Justitia, who has built up a strong presence in the Czech Republic over the past few years.
“Outsourcing makes total sense because our principal job is delivering mobile telephony services that satisfy customers,” says Král.
“Collecting late payment is Intrum Justitia’s business focus and they do a great job thanks to their unique human approach to helping debtors find ways to settle what they owe, achieving better results than we could. Using an external partner to collect payment is also a psychological tool that boosts the chances of success.”
The Czech Republic, a full-fledged member of the European Union (EU) since 2004, is one of the most developed mobile telephony markets in Central and Eastern Europe. It is also one of the few countries in the world where people use mobile devices more than conventional phones.
Czech consumers and businesses became early adopters of the new mobile technologies in the late 1990s due to the high costs and long waiting lists related to the fixed telephony market. Today there are over 12 million SIM cards in use in a country of just over ten million citizens, with
T-Mobile Czech Republic attracting nearly five million customers.
“We’ve played a key role in the development of the Czech mobile market with a constant stream of revolutionary services and products. Our success is due to delivering innovative services and price plans reflecting our simple human approach to providing our customers with the benefits of mobility, reliability and accessibility,” explains Král.
Although the level of late payment is a small part of the total amount invoiced out each month by T-Mobile Czech Republic, there are other key factors involved. These include involuntary churn (the number of customers who are inactivated due to unpaid services), bad debt and customer satisfaction.
Král says Intrum Justitia works effectively across all areas: “Our goal is always to help a customer, whether an individual or a business, who has fallen behind with payment find a satisfactory way out of the problem.”
Proof of T-Mobile’s success in delivering customer satisfaction has come twice in recent years in the shape of being voted ‘Trusted Brand’ in the Reader’s Digest European Trusted Brands research, aimed at identifying which consumer brands are the most trusted by customers.
So what does T-Mobile Czech Republic appreciate most about the partnership with Intrum Justitia?
“Above all, we appreciate how hard Intrum Justitia works at maintaining goodwill. A late payer is still a customer of T-Mobile and we want to help them solve their problems and continue using our services. Then, of course, we are happy that Intrum Justitia’s track record in successfully solving late payment is well above the average of other competitors in our marketplace,” ends Král.
"Outsourcing is a real benefit" - Otakar Král, T-Mobile Czech Republic
Source: Fair Pay Magazine, 1/2007, pages 8 and 9
Download: Get your free electronic copy (PDF)
Print: Get your free printed copy
Your Opinion
Let us know your experience:
public-relations.epi@intrum.com
More information about this topic
Král’s 5 top credit management tips
