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Collections for Utilities

in Institute of Credit Management (England)

Classes Training

Place:

London

Price:

£380 + VAT Special offers 

Duration:

1 Day

Start:

04/06/2009 calendar
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Course objectives:

To equip staff in utility collections and callcentre roles with an understanding of how their role relates to other internal processes so as to help them to maximise total customer value of their companies. To learn key collections and negotation skills, including the opportunity to practice these during the course.

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Course details

Type Training Duration 1 Day
Method / place Contact course provider Classes in London where
Suitability New staff working in a utility collections or callcentre role, ideal as a refresher course for experienced staff who may need to brush up on relevant industry and process knowledge as well as collections and negotiation skills.
Course objectives To equip staff in utility collections and callcentre roles with an understanding of how their role relates to other internal processes so as to help them to maximise total customer value of their companies. To learn key collections and negotation skills, including the opportunity to practice these during the course.
Price £380 + VAT
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Course programme

Collections for Utilities
Collections for Utilities

The Role of Credit in Utility Profitability

Costs of enforcement and bad debt 
 
How does bad debt occur? 
 
Measurement of Collections success 
 
The Debt ProcessDebt paths 
 
Telephony 
 
Disconnection/de-energisation 
 
Litigation 
 
Ofgem and Energywatch 
 
The Legal FrameworkLegal entities 
 
A right to supply? 
 
Data Protection and proof of residence 
 
The Human Rights Act 
 
Litigation is a last resort                                
 
Consumer -v- Industrial/Commercial 
 
 Controlling Calls for CashManaging the call 
 
Assertiveness with courtesy 
 
Complaint management and follow up 
 
How to negotiate payment 
 
Warning signals for fraud 
 
Summing up and following up 
 
 The LoopholesDeceased 
 
Bankruptcy/Liquidations 
 
Complaints/Disputes 
 
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Venues and dates



Where London, Marble Arch
When Start: 04/06/2009 Finish: 04/06/2009 See calendar
 
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On Institute of Credit Management

Provider description
The Institute of Credit Management (ICM) is the largest professional credit management organisation in Europe. It represents the credit profession across trade, consumer and export credit, as well as in related activities such as collections, credit reporting, credit insurance and insolvency. A centre of expertise for all matters relating to credit management for more than 50 years, the ICM is the only such organisation accredited by the Qualifications and Curriculum Authority (QCA) as an awarding body. The ICM offers a range of services, including a recruitment consultancy, training, conferences and seminars, the industry leading Credit Management magazine, bookshop, technical advisory service and 26 local branches.

The ICM's Mission: The Institute Credit Management (ICM) promotes excellence in credit management and raises awareness of its vital role in business and the community.

The ICM's Vision: To empower the credit profession by:

* being the centre of expertise for credit management.
* gaining universal recognition that sound credit management keeps business in business.
* maintaining relevant and up-to-date qualifications and occupational standards.
* being recognised and respected as its voice.
* supporting the career development of all people who work in credit management.
* improving skills and standards through a growing membership.
* continuously improving our products and services and being the first-choice provider.
* promoting credit management through local, national and international networks.

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