CMOS and Vodafone Ireland – A Long-Term Success story
CMOS and Vodafone Ireland – A Long-Term Success story
CMOS has provided a key element of Vodafone Ireland’s credit and debt management, including payment processing, continuously for over 15 years. Using its own proprietary collection platform, CMOS provides collection services for outstanding accounts of residential and business customers of Vodafone.
During this period, the telecommunications business has evolved rapidly. As the market has moved away from voice telephony and towards smartphone and app-based communications and commerce, Vodafone Ireland’s billing and collection processes have adapted dynamically as tariff plans have evolved. Equally, CMOS’ collection service has developed in tandem with that of Vodafone to optimise collection processes and facilitate customer payments for premium results. CMOS has consistently out-performed other suppliers retained to provide similar services.
CMOS service to Vodafone Ireland includes:
- Working to KPIs, collection of over 1,000 outstanding accounts monthly
- Resolution of customer queries
- Dynamic, bespoke, multimedia chase paths
- Analysis of debtor behaviour to facilitate collection and learning.
- Reporting against KPIs and associated analysis to drive continuous improvement.
- Protection of Vodafone Ireland’s brand and reputation
What has CMOS delivered for Vodafone Ireland ?
CMOS service model is results-driven. Our business is about helping to minimise our clients’ working capital requirements. Our results for Vodafone Ireland speak for themselves:
- Exceeding KPIs sustainably, including collections
- Delivering continuous improvement, including “First Contact Resolution”
- Retaining customer goodwill and protecting Vodafone Ireland’s brand
- Using data analytics to improve performance across the customer journey.
Why is Vodafone Ireland partnered with CMOS ?
CMOS’ ability to adapt its service offering as mobile technology and tariff plans have evolved has been a distinguishing feature of our service to Vodafone Ireland. This has been one factor, together with analytics-driven improvement, which has underpinned CMOS’ premium performance relative to other suppliers. Other key factors include the quality of our communication with debtors and engagement with Vodafone Ireland’s management team.
