Labrynth has conducted annual Outside Collection Agency audits for major communications companies for over 12 consecutive years. This process uncovers regulatory and strategic issues for each vendor.
Customer Service Processes
A National Wireless Telecommunications Provider needed to make improvements in the areas of Customer Service Processes and Standardization. Labrynth facilitated sessions with the organization's management to identify areas in which opportunity for improvement existed. We worked with the call center staff to develop the project plan designed to accomplish the goals set out and then performed the project management services needed to carry these initiatives through to completion.
Tax Amnesty Program
Labrynth worked with a State Department of Taxation to implement and manage the collections, treatment, and reporting for a new tax amnesty program. Key tasks included: capturing business objectives; documenting the existing functional and technical environment; defining primary treatment tools; performing a capability assessment of the client's outside collection agencies; performing a quantitative review of the entire delinquent taxpayer portfolio; and developing reporting. The end result - customized treatment strategies based on the potential collectability of taxpayer accounts and web-based reporting to monitor and track the program's performance.
Risk Management Evolution
Labrynth worked with a national wireless communications company to implement a standardized, enterprise-wide decision engine and collection system to support approximately 1500 end-users in 9 call centers nation-wide. A phased roll-out approach was utilized, whereby each of the client's 4 business/geographic areas was converted over a 1.5 year period.
Labrynth worked with an established, regional bank to implement an originations and decision system platform to facilitate the transition from paper-based loan originations to an image-enabled, automated platform for the direct line of business. The services provided included support for all phases of the system development life cycle. Labrynth worked with client stakeholders to evaluate gaps between the current environment and the new system. Labrynth worked with members of the client team to prepare detailed designs for proposed enhancements to the new systems, reviewed all designs for technical accuracy and adherence to client requirements, and provided mentoring for resources during the coding phase. Support was also provided during all phases of testing. Labrynth will also be onsite to provide post-production support during the pilot of the new system.