EUCI

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The current economic situation is putting increasing financial pressure on utilities. Rising delinquencies and charge offs are occurring across the country. As more customers struggle to pay their bills, utilities must discover new methods and practices to maintain payments, stem delinquencies and assist customers - many of whom have never been delinquent before. In this conference, hear new strategies from utilities in multiple regions of the country. The focus of the program is to highlight how utilities must compete with other creditors for a share of the consumers' shrinking wallet, while creating a new balance between customer service, customer satisfaction and consistent recoveries.

Who Should Attend

Credit and collections directors, managers, supervisors, and team leaders should attend our 2nd Annual Credit and Collections for Utilities: Canada. This event will also assist professionals within the customer service arm of your organization to include call centre and customer service directors, billing professionals, and analysts.

Learning Outcomes

• Analyze key economic indicators for utility credit and collections performance
  
• Discuss economic impacts to utility delinquency and write-offs and their influencing factors
  
• Discuss 2010 and beyond write-off and delinquency forecasts
  
• Evaluate barriers to using credit cards
  
• Identify the costs of credit card fees: Convenience fees vs. absorbing the fees
  
• Demonstrate how the web account automation can reduce the call centre costs
  
• Identify ways to tie together the development of your multi-channel strategy and customer experience strategy with common goals and metrics to measure results
  
• Explain how the move to improved automation translates to better collections
  
• Demonstrate ways to improve performance in credit, collections, bad-debt recovery and delinquent account management
  
• Evaluate the elements for a successful collection agency relationship and learn how to leverage 1st party opportunities and achieve 3rd party optimization
  
• Discuss what your customers expect to find on your IVR
  
• Apply "back to basics" processes to lower write-offs

What Past Attendees Have Said

"A super charged two-day program that combines learning and sharing of communities of practice that you can take back and use/share with your organization. "
- Director, RCO & Billing Operations, ENMAX

"This conference was not only information, but a great opportunity to share experiences and exchange ideas with other utilities."
- Supervisor, Credit and Collections, FortisBC

"The attendees were experts in their field and sharing the experience was invaluable."
- Manager, Metering Services, EnWin Utilities

"This conference was very interesting and well run. Very organized. It was nice to be at a Canadian collections course that is for utilities. It is nice to hear what others in the province are doing-and in the country."
- Collections & Retailer Management Supervisor, Hydro One Brampton

Requirements for Successful Completion of Program

Participants must sign in/out each day and be in attendance for the entire program to be eligible for continuing education credit.

Instructional Methods

Instructional methods for this conference include case studies, PowerPoint presentations, and networking discussions.

Continuing Education Credits:

EUCI is authorized by IACET to offer up to 1.0 CEUs for this program.