Immediate and secure debt collection during a phone conversation UPC Hungary Ltd. is a subsidiary of Netherlands-based Liberty Global plc. They are the largest provider of cable television, broadband internet, and traditional and digital telepho- ny services in Hungary. www.upc.hu Challenges UPC Hungary was looking for a more efficient way to collect debts from customers with overdue payments. At the time, their debt collection process consisted of two phases. In the first phase, contact centre agents contacted customers via telephone, SMS, or email, to remind them of their overdue payments, and to agree on a payment plan (promise). The second phase consisted of the customer completing the payment (promise kept), the relevant debt being deleted from UPC Hungary’s system, and the pro

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