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FIELD SERVICE

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Ongoing corporate & field training classes provide all personnel with detailed ... Electronic reporting enables field managers to compile data & deploy reports to ... – PowerPoint PPT presentation

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Title: FIELD SERVICE


1
FIELD SERVICE COLLECTIONS Butch Brown Charter
Communications Inc. Credit and Collections
2
Accounts Receivable and Bad Debt Risk Management
Cycle
  • Sales/Marketing
  • Debt Sale Credit Assessment

  • ID
    Verification
  • Unreturned Equipment


  • Vendor Mgmt
    METRICS Multiple Statements
  • Credit vendor
  • 3rd Party Agency
  • Field Collections


  • Collections Timeline
  • Collection Metrics
  • Gross Write-off
    Collections Tactics
  • Allowance
    Non-Pay Churn
  • Bad Debt Expense
    Account Aging
  • Collection Expense
    Retention

3
The Operational Fundamentals
  • Timeline vigilance
  • Entry into Collection until Write-off
  • Collection Tactics/Retention
  • Telephone calls (Outbound/Inbound)
  • Letters (T-gram/Billing System generated)
  • Field Service (Door-to-Door)
  • Agency Placement (Credit reporting)
  • Credit Policy
  • Pre-qualification
  • Recovery of Dollars and Equipment
  • Field Service Contractors
  • Recovery Program

4
The METRIC Fundamentals
  • Operating Cash Flow
  • Bad Debt Expense
  • Collection Expense
  • Allocation/Provision/Reserve
  • Non-Sufficient Funds
  • Bankruptcies
  • Equipment Loss
  • Subscriber Growth
  • New Account Distribution by Risk Score/Credit
    Class
  • Non-Pay Disconnect as a percent to total Basic
    Subscribers and as a percent to total
    disconnects.

5
Operational Fundamentals Field Services
  • Experts in Face-to-Face Customer Contact
  • Backed by a rapid implementation plan supported
    by a solid infrastructure

6
Operational Fundamentals Field Services
  • Advantages of Outsourcing Field Collection
  • Collect on past due accounts with emphasis on
    saving customers.
  • Retrieve valuable equipment prior to disconnect
  • Reduce costly truck rolls
  • Able to meet quotas and reduce the burden of
    routing scheduling
  • Installers free to connect new customers and
    upgrade existing ones
  • Technicians able to devote time needed for
    critical plant maintenance

7
Operational Fundamentals Field Services
  • Direct Customer Contact
  • Improved Save Rates (Churn)
  • Improved Bad Debt
  • Prevent Migration to Competitors
  • Impact Operating Cash Flow
  • Non-Pay Disconnect statistical feedback

8
Operational Fundamentals Field Services
  • Direct Customer Contact
  • Working methodically over non-traditional hours
    field reps will make repeated attempts to find
    your customer at home.
  • Performance based contract that prioritizes
    collection of funds and customer saves.

9
Operational Fundamentals Field Services
  • Improve Save Rates (Churn)
  • Save rates historically exceed 58
  • at the door and coupled with another
  • 12 of customers who pay on their own
  • translates to more than 70 who remain
  • as customers in good standing.

10
Retention Rates to Total Disconnects
11
Operational Fundamentals Field Services
  • Improve Bad Debt
  • Bad Debt is a function of aging and write-off.
    Door-to-door collections reduces aging and saves
    customers from write-off.

12
Operational Fundamentals Field Services
  • Prevent Migration to Competitors
  • Reversing customer loss due to non-
  • payment coupled with the acquisition of
  • new customers equates to substantial
  • customer net gains.

13
Operational Fundamentals Field Services
  • Impact Operating Cash Flow
  • Once a customer is disconnected for non-payment
    it becomes more difficult to re-acquire them.
  • Saving customers maintains steady cash flow
    and dramatically reduces costly truck rolls for
    disconnects.

14
Operational Fundamentals Field Services
  • Non-Pay Disconnect
  • Statistical feedback
  • Theft of service
  • Identification Theft
  • Direct Sales penetration rates
  • Improved telemarketing

15
Operational Fundamentals Field Services
  • Training
  • Ongoing corporate field training classes
    provide all personnel with detailed industry
    data, product knowledge proven sales techniques
    and acceptable technical and safety standards.
  • Compliance
  • Requires that all reps have a complete
    background investigation, submit insurance
    verification and are OSHA/EEOC/FCRA compliant.

16
Operational Fundamentals Field Services
  • Reporting
  • Electronic reporting enables field managers to
    compile data deploy reports to the corporate
    office.
  • This allows the Company to maintain the highest
    standards of proficiency and provides a mechanism
    for immediate corrective action.
  • Quality Control
  • Random daily validation of work completed by
    sales and technical field personnel.

17
Operational Fundamentals Field Services
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