Many utility credit and collections treatment processes handle the majority of customers from a one-size-fits-all approach. When a customer meets certain criteria – usually based on age and balance of arrears – they receive a generic treatment in the form of a notice, an outbound call, or perhaps a service disconnection for non-payment. This approach doesn't treat customers based on their actual service needs, often resulting in customer despondence and the need for further action. Risk Response Treatment Decisioning uses account level data to automatically drive treatment decisions that consider each customer from a risk perspective, a program perspective (low income, senior, etc.), a preference perspective (language, channel, etc.) and a process perspective. This ensures customers are given a tailored message, all pertinent information, and are offered the services needed to manage their debt. Customer responsiveness is measured from the last interaction, helping mould the next message and service generated. It's fully integrated with kurteus' Unified Communications and Self-Management technologies, delivering a complete package of risk assessment, treatment decisioning and execution. Features: Outcomes:
Active Management
Effective charge off mitigation and operational cost containment starts with proactivity in the Active portfolio. Account Initiation Use kurteus to identify and manage customers attempting to open new accounts while they still hold another account with a balance. Active Process Management Use kurteus to manage your active portfolio. Apply the Talkonomics™ Process to proactively treat accounts and identify risk early, ensuring balances remain manageable. Get real time financial, process and service reporting with Time Zero Business Intelligence. Field Disconnect Management Use kurteus to manage field disconnects and reconnects, ensuring they don’t become a bottleneck that contribute to debt. The Talkonomics™ Process optimizes the field by identifying and assigning the most non-responsive, risky accounts. The field management interface allows field administrators to sync resource capabilities to work volumes, stay in contact with field agents and assign work based on geography for maximum efficiency.
