TELUS Credit Services

TELUS Credit Services, the collections arm of Canadian telecom TELUS Corp., faced stiff corporate demands in 2003: merge four collections call centers into one and cut its headcount. At the same time, it was being asked to substantially reduce the level of bad debt. A challenge for some companies turned into an opportunity for TELUS, which managed to chop bad debt by 18.2%, to 1.21% of 2003 revenues from 1.48% in 2002, while it simultaneously reduced the size of its staff by 37% and pared down to one call center.

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