Background

NNx was appointed as a Debt Collection Agency (DCA) for major telecommunications providers in Malaysia, handling large-scale outstanding telephony bills across consumer, SME, and government segments. The appointment came under Telekom Malaysia Berhad’s (TM) initiative to engage high-performing agencies with strong accreditation and financial capability through its “Super Agents” programme.

Scope of Assignment

In November 2006, NNx was awarded an initial contract to manage Tier 2 accounts, involving arrears aged between 4 to 6 years, with an assigned portfolio value of approximately RM100.0 million. Following strong performance, the scope was expanded to include additional tiers and service categories, covering SMEs and government-related accounts.

The recovery portfolio also included specialised billing categories such as:

• Consumer Retention Programme (CRC)

• Streamyx bills

• Leased circuits

• X-Orders

Strategy & Execution

NNx deployed a structured, compliance-driven recovery framework supported by strong accreditation standards and financial controls. Accounts were segmented by age, type, and recoverability, allowing focused strategies for high-value and long-aged arrears.

The team applied disciplined follow-up mechanisms and tailored recovery approaches across consumer, SME, and institutional accounts, ensuring alignment with telecom industry requirements and client-defined performance benchmarks.

Results & Performance

Telekom Malaysia Berhad emerged as one of NNx’s largest and most significant clients. NNx consistently achieved an average monthly collection of RM750,000 to RM1.0 million.

In the financial year 2013, Telekom Malaysia officially recognised NNx as the highest-performing agency for both Consumer and SME segments. Out of only eight agencies in Malaysia classified under the “Platinum Group”, NNx ranked as the top performer nationwide.

Beyond TM, NNx was also appointed by DiGi Telecommunications Sdn Bhd to manage collections for call-barred and terminated accounts. Depending on case allocation, NNx delivered average monthly recoveries ranging from RM300,000 to RM600,000 for DiGi.

For Celcom Berhad, NNx handled terminated and recycled accounts previously managed by other collection agencies. Despite the challenging nature of these cases, NNx successfully recovered RM100,000 to RM150,000 per month on an ongoing basis.

Outcome

The Telephony Bills Recovery Programme demonstrated NNx’s ability to manage large-value, long-aged arrears across multiple telecommunications providers. Through consistent performance, industry recognition, and sustained monthly recoveries, NNx established itself as a trusted, top-tier collection partner within Malaysia’s telecommunications sector.