Telecom

Collections built for
telecom operators

Port-out risk, suspension cadences, pre-paid vs. post-paid logic — M360's telecom template covers every edge case that generic collections tools miss.

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Telecom Queue — 90+ DPD · Post-paid · Suspension risk
Jean-Baptiste, M.Port-out risk
94 DPD · Post-paid · $2,840 · 2 devices
Morales, C.
91 DPD · Post-paid · $1,920 · Suspend: T-3 days
SUSPEND
Dupont, F.
60 DPD · Pre-paid · $440 · Top-up cadence
PRE-PAID
87%
Contact rate
34%
PTP rate
$28K
Recovered/mo

The telecom challenge

  • Port-out risk — delinquent subscribers switching carriers before you collect
  • Pre-paid vs post-paid accounts need completely different outreach logic
  • Suspension timing is revenue-critical — too early loses the customer, too late increases the loss
  • Device installment balances get mixed with service balances, confusing agents

How M360 solves it

  • Port-out risk queue — high DPD accounts flagged for immediate escalation before porting window
  • Separate pre-paid and post-paid cadences — top-up reminders vs. dunning letters
  • Suspension countdown badge — agents see days-to-suspend and act accordingly
  • Hardware split in Customer 360 — device vs. service balance shown separately

Telecom KPI targets

Industry benchmarks built into the template. Your dashboard tracks against these from day one.

85%+
Contact rate
Across 30-90 DPD
30%+
PTP rate
On connected calls
72h
First contact
From DPD trigger
<5%
Port-out rate
On contacted accounts

Telecom Template — What's included

Template Library →
3 Queue sets
  • 90+ DPD — Port-out risk
  • 60 DPD — Suspension escalation
  • 30 DPD — Early intervention
5 Cadences
  • Post-paid dunning (3-step)
  • Pre-paid top-up reminder
  • Suspension warning
  • Reconnect offer
  • Port-out prevention
Dispositions
  • PTP — Promise to pay
  • Paid — Service cleared
  • Port-out flagged
  • Hardship — Payment plan
  • No answer / Callback

Before vs. after M360

Before
Agent opens Excel, finds next account alphabetically
Manually dials number from a separate field
Types free-text note in column — no structure
Supervisor asks agents for updates at EOD
Port-out risk accounts found too late
After M360
Agent opens AM Workbench — highest-risk account is first
One-click call — full account context on screen
Structured disposition selected — drives queue logic automatically
Supervisor sees live queue and performance — real time
Port-out risk queue surfaces accounts 7 days before porting window

See the Telecom template live

We'll set up a demo with your subscriber data and show exactly how M360 handles port-out risk, suspension cadences, and DPD escalation.

Book a Demo