Rateplan registration and in-house agent productivity report at Maxis Broadband Sdn Bhd

This technical report presents an analytical study conducted at Maxis Broadband Sdn. Bhd., focusing on two key operational components within the Credit and Collection department: Rateplan Registration initiatives and In-House Agent productivity. The Rateplan Registration analysis aims to support recovery strategies for written-off customer accounts by identifying optimal subscriber base plans and effective sales channels that facilitate customer re-engagement. Using operational datasets spanning July to October 2023, data analysis techniques such as filtering, aggregation, and pivot-based summarisation were applied to evaluate customer registration patterns and channel performance. In parallel, the In-House Agent Productivity analysis evaluates the efficiency and effectiveness of recovery agents by examining action counts, recovery amounts, and payment distribution patterns. Data preprocessing and mapping techniques, including VLOOKUP, ranking mechanisms, and interval-based grouping, were employed to investigate variations in agent performance. The analysis reveals that agent productivity is influenced not only by the volume of actions performed but also by strategic handling of recoverable account segments, particularly smaller outstanding amounts. Overall, the findings provide actionable insights into improving recovery outcomes, optimising sales channel strategies, and enhancing workforce productivity. This report demonstrates the practical application of data analytics tools in supporting operational decision-making within a large-scale telecommunications organisation.