Human Capital

Telecoms Receivables Management MasterClass

Innovation in strategy and operations to reduce bad debt and improve on-time payments, improving the Receivables Management process of Credit Risk & Origination, Credit Control, Collections and Recovery for Telecommunications and related industries. Training for real change.

50% - 400% increase in risk of bad and doubtful debt? Aggressive customer acquisition targets ... but debt spiraling upwards? Great bad-debt ratio but need to grow the business and improve customer experience whilst controlling bad-debt? New post-paid services and need to set-up operations? Investing in new technology but need to re-engineer the business operations to ensure return on investment?
Continuing economic challenges are combining with the ever-changing competitive landscape and driving higher bad debt. None of us can afford to stand still when dealing with Receivables Management. Even small changes to a large credit portfolio can make a dramatic difference to cash-flows and profitability, reducing aged debt and improving on-time payments. And if things have not been going too well, then big improvements can be achieved with a considered, innovative and pragmatic approach. Our training looks at these questions and examines both common and unusual issues presenting ideas and solutions for change that make a real difference, using real-life examples and practical exercises throughout. Moreover, as our trainers are hands-on professionals, interaction readily extends learning to our delegates own operational scenarios. This two-day training event provides a holistic perspective of the essential tactics, tools and techniques to implement a successful and innovative Receivables Management strategy and end-to-end process, as well as identifying and eliminating issues in your current business models. A complete high-performance picture emerges combining organisation, technology and operations stimulating plans to grow the business whilst keeping bed debt and on-time payments under control.

Who should attend?

Responsible CXOs, General Managers, Vice Presidents, Directors, Managers, Heads of Department, Supervisory or Leadership positions in:

Receivables Management

Credit Origination Credit Control / Management Collections Legal Recovery / Debt Management

CRM / Customer Care / Service Finance Operations / Accounts Receivable Billing Operations Marketing / Sales Fraud Management / Revenue Assurance Product Development / Management Information Technology Technology and Business Strategy

From these sectors:

Fixed and Mobile Operators; all types MVNO & Resellers WiMax & FRA Operators Cable Operators and Broadband / ISPs VoIP Service Providers Satellite Communications Broadcast, Media and Entertainment Government / Regulatory Bodies

Business Assurance | Revenue Assurance | Fraud Management | Receivables Management | Security | Business Continuity

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Day 1: Credit Policy, Organisation and Strategy
Interactive Presentation: Aligning Credit Policy to Company Strategy

Receivables Management in the organisation: the impact of (and on) marketing, sales, channel/dealer management, billing, customer care, finance etc. Process overview: The 4 stages of Receivables Management Introduction to customer acquisition, credit scoring and decisioning Linking the objectives of Receivables Management to the companys strategic goals Assigning accountability: who is ultimately responsible for bad debt and fraud? Governance: Credit Policy sign off and adherence, setting up a steering group Striking the balance between risk, acquisition and customer satisfaction Escalating issues and ensuring root cause resolution Making Credit & Collections succeed; what are the common pitfalls to avoid?

Interactive Presentation: Maximising resources and creating synergies for higher collections efficiency

Organising the operations: reporting lines and how to avoid overlaps, gaps and internal conflicts Examples of team structures pros and cons and finding the right solution to fit your organisation Forging relationships cross-functionally to gain visibility and embed a solid risk aware culture across the organisation The Credit & Collections skill set; who do you need in your team and why? Maintaining the drive and motivation of the team through continued learning, training and development

Case Study Exercise: Improving the customer acquisition process to better manage risk
Group-working case-study and exercise; presentation of the case and review Identifying issues and providing solutions Feedback and discussion; application in the home operations

Interactive Presentation: Measuring performance for continuous improvement

Getting customer data right and keeping it relevant: data integrity and options The importance of issue recording and classification Proactive in-life profiling and risk detection Classifying debt and separating out fraud Measuring the effectiveness of collections efforts Implementing regular reporting, a Dashboard and Balanced Scorecard

Training was amazing!

Collection Supervisor, Mobily

Training is very interesting and innovative ideas can be generated from it

Billing Collections Manager, Nawras

The event brought lots of great ideas that can readily be applied across our customer portfolio to help us further improve our customer experience and grow sales whilst keeping our bad-debt under control. Really very useful to stimulate change!
Collection and Customer Support Manager, MTC Touch

Good insights into RM concepts; trainer excellent (very knowledgeable and kept group together very well)
Customer Care Director, VIVA

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Day 2: Optimising the Components of Receivables Management
Exercise & Discussion: Measures and KPIs

Defining appropriate measures and KPIs for your Receivables Management process

Interactive Presentation: Managing the effectiveness of active credit control and the collections processes

Examining the risk areas: where are issues most likely to occur and how to detect them? The billing value chain: Switch to Bill CDR/ EDR tracking and control Billing cycle efficiency, automated controls and collection paths Designing collection strategies based on customer value and behavioural scoring Identifying the interfaces and optimising interaction with different business units The impact of internal and dealer/ channel fraud

Interactive Presentation: Optimising Debt Management

Defining and optimising write off policy: keeping the policy relevant and understanding the financial implications Debt-collectors/agents defining when to pass on, when to take it back Managing debt-collectors, optimising contracts and implementing feedback cycles Selling uncollectable debt; how to define a RFP, defining the commercials and common pitfalls to avoid Tricks and tips in collecting from Government agencies and Corporates Considering negative impact on customers and reputation through debt collectors activity

Practical Exercise & Discussion: Designing effective collections plans

Group-working exercise; designing collection plans for different customer segments Feedback and discussion; application in the home operations

Interactive Presentation: Best Practice Receivables Management

Key factors in designing the credit-scorecard Tips and tricks to build the front-end processes and procedures Examining efficiency and effectiveness tools such as auto-diallers for collection calls Linking systems and optimising use of data, e.g. FMS, use of own data, agency data, competitors data etc. Outsourcing various collection tasks: options and challenges.

Case Study
As a direct result of changes made following the Receivables Management MasterClass, one client measured and provided the results of their refreshed strategy. Changes were applied over a few weeks following event delivery and measured over subsequent months; end-to-end a 5-month change and result assessment period. Highlights include:

Very informative and learnt a lot from the experience.

Finance Back Office Supervisor, Nawras

Key Result Indicators

60% increase in receivable amounts; 37-89 day aging bucket 50% increase in receivable amounts; 90-120 day aging bucket 45% improvement to annualised bad debt ratio; reaching 1.27% of revenue over the change period Improved engagement with Marketing and Product Development

The training was well presented, including many real life examples and case-study exercises to crystallise the training with the participants. The trainers brought a wide range of business experience and a deep technical knowledge which helped us to increase our theoretical understanding and generate practical solutions to current business problems.
Financial Control Director, VIVA

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About the Trainers
Dean Smith
Dean has a 23-year history of operational, consulting and leadership roles in the specialist Business Assurance arena. Having operational backgrounds in BT and Cable & Wireless, Dean founded an internationally respected consulting company in 1994 (FML) thought to be the worlds first specialised Communications Business Assurance services organisation. After over 8 years operating globally with FML, Dean went on to become Director of Security and Fraud Management at Energis (now C&W), and latterly President Asia-Pacific for Subex Limited before establishing AssuringBusiness in 2009.

Luis Silvestre
Lus has a 18-year history of operational, consulting and leadership roles in the risk management arena. Having operational backgrounds in Fraud Management roles in major Financial institutions, Lus spent 7 years in the Telecoms sector, including leading Mobile and WLL companies in Brazil, heading Revenue Assurance and delivering value by combining strengths and achievements in transforming data and systems into powerful decisionmaking knowledge management tools. Lus went on to become Security and Fraud Management head at Redecard, driving and directing strategic planning, process reengineering, and technology initiatives for sophisticated technology products in electronic payments. Before joining AssuringBusiness, Lus managed projects of emerging technologies into financial operations. Luss achievements include:

Defining, procuring and implementing Receivables Management systems producing dramatic reductions in bad debt and efficiency gains for numerous telcos. Designing innovative treatment plans, policies and contact strategies for numerous organisations to optimise on-time payment, reduce aging debt and improve revenues. Founder of Telecommunications UK Fraud Forum; still one of the most successful and proactive forums. Establishing and optimising multiple Assurance operational teams globally. Business

Advisory in several fraud and receivables management process re-engineering projects. Redecard predictive models implementation. Citigroup RAVE Award. TIM benchmark for voice and data assurance.

About AssuringBusiness
AssuringBusiness provides Business Assurance; Revenue Assurance, Fraud Management, Receivables Management and Security solutions and services. We enable business growth and sustainability by ensuring an appropriate balance of risk management with customer acquisition, retention and experience. With a sensible risk perspective, Business Assurance also seeks to improve operational effectiveness and efficiency to achieve consistent, high-performance operations. Intelligent operational and organisational design, combined with well-considered and correctly implemented technology, improves overall profitability to enable strategic business goals. AssuringBusiness: Partnering in Profitability.

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Registration
Instructions
Please complete this form by entering appropriate details in the spaces provided, signing and dating the form below. Then, scan a copy of the completed form (this page only) and e-mail to registration@assuringbusiness.com.

To AssuringBusiness:
Please reserve delegate places on the

Telecoms Receivables Management MasterClass

as indicated below (enter numbers in boxes). I understand that by signing and submitting this form I commit to the terms and conditions provided. Location Dates Fees Per Delegate No. of Delegates Gross Fees (USD) Discount % Due Net Fees Payable (USD)

Rio de Janeiro, Brazil

5-6 July 2012

USD 1490 Limited Places: Delegate Numbers

Delegate-Trainer ratios, and therefore course places, are strictly limited so please book early to avoid disappointment. E-mail for large-team enquiries.

Pricing Discounts Available

Discount for 3+ Delegates Additional Early-bird Discount (book before 8 June 2012) Government/Regulatory 10% 10% 10%

Related Collections Skills Training? In-House Training?

AssuringBusiness also offers proven training focussed on the essential hands-on collections skills required to improve collectables and maintain strong client relationships. We also run bespoke inhouse training events in many related areas. E-mail ask@assuringbusiness.com to enquire.

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Signature

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Notes, Terms and Conditions of Bookings
1. 2. These notes, terms and conditions form part of the event brochure and are applicable to all bookings made for training events with AssuringBusiness (the organisers). The submission of this signed registration form via any method including post, courier, facsimile, e-mail or other electronic means shall be considered as a confirmed booking request and any electronic copy shall be considered in law as equal to an original signed copy. It is the responsibility of the purchaser or participant to determine if a travel visa is required before registering for any event and to ensure there is enough time for it to be issued, and subsequently to apply to the appropriate agency in good time. Purchase Orders are not necessary but if your procurement protocols dictate then Purchase Orders should be addressed to the organisers: AssuringBusiness Pte Ltd, incorporated in Singapore number 200906942M, and having its registered address as 1 Goldhill Plaza, #03-39 Podium Block, Singapore 308899. All Purchase Orders should be provided in electronic format to the nominated e-mail address of AssuringBusiness, with read-receipt requested. Postal deliveries must be by registered post or sign-on-receipt courier service accompanied by e-mail notification. Following receipt of the registration form, a booking confirmation and invoice will be sent to the relevant contacts as indicated. Please ensure that all contact details are clearly written in capital letters on the form. Delegate details should be recorded in the e-mail attaching the scanned registration form or on a separately attached schedule or form-list. Please include full name, job-title, business e-mail address, office telephone and mobile contact number for each delegate as well as any special requests (diet etc). If you have not received confirmation of registration within 3 business days of receipt by the organisers, please call or e-mail to confirm receipt. The organisers reserve the right to decline bookings without cause. Upon completion and return of the registration form full payment is required no later than ten (10) business days from the date of invoice, and in any event payment must be received prior to the event. Payment of invoices may be made by bank transfer or credit-card (on-line). All payments must be USD or equivalent upon exchange rate conversion. Payments made after ten (10) business days will incur an additional USD $100 processing fee per week (or part thereof) of delay and the organisers shall have the right to cancel any accepted booking where payment is overdue. Payment details will be provided on the invoice if the event is not booked and paid on-line. All bank transfer fees and other payment related charges are the liability of the payer. The payer must ensure that the money received by AssuringBusiness is the full invoiced amount. Underpayments will put bookings at risk and must be corrected prior to delegate attendance. Full payment is required in advance for delegates to be able to attend the event. We reserve the right to refuse event attendance if payment has not been received. The event venue and joining instructions will be confirmed following booking and delegates will be provided with recommended accommodation options (strictly on a self booking basis). Delegates will be responsible for payment of their accommodations and all other expenses incurred in connection with their attendance (other than those stated as inclusive in the event).

Other Services from AssuringBusiness

RM Pioneer Review An end-to-end high-level review of your Receivables Management operations, organisation and technology. Gap assessment to best practices and prioritised recommendations to bring rapid and tangible improvement.

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RM Technology Procurement Definition and design of RM System requirements, RFQ production and procurement support to select and implement optimum solutions.

7.

8. 9.

RM Process Re-engineering Design and implementation of revised policy, process, procedures, organisation and technology components as required to bring about dramatic changes to cash-flow and operational costs.

10. Lunch and refreshments will be provided on both training days. A networking dinner is also included on the evening of Day 1 of the event. All other expenses are the responsibility of the delegates. 11. Standard training hours are 0830 to 1700 with two 20-minute breaks and lunch of one hour over the day. 12. For cancellations received up to twenty-one (21) days prior to the event, a credit of 80% of the total paid booking value will be issued. For cancellations received at twenty (20) to eight (8) days prior to the event, the credit issued will be 50% of the total paid booking value. No credit will be issued for cancellations received within seven (7) days of the event date. Substitute delegates are allowed at any time up to the event provided that notice is given in writing and the substitute is accepted by the organisers in advance. Refunds are not permitted. 13. Should AssuringBusiness cancel an event for any reason, or reschedule an event where the same number of delegates cannot attend, you will be issued a credit of 100% of the total paid booking value of the non-attending delegates. 14. Any credits may be used at another AssuringBusiness or permitted affiliate event (AssuringBusiness written approval to be obtained for affiliate events), or for other services or solutions procured from AssuringBusiness by the same company. All credits must be used within twelve (12) months of their issue and credits will expire after that date. 15. AssuringBusiness shall assume no liability whatsoever if an event is cancelled, rescheduled or postponed due to a fortuitous event, Act of God, unforeseen occurrence or any other occurrence that renders performance of this event impracticable, illegal or impossible. For purposes of this clause, a fortuitous event shall include, but not be limited to: terrorism, war, fire, labour strike, extreme weather or other emergency. AssuringBusiness is not responsible for any loss or damage howsoever caused as a result of a substitution, alteration, cancellation or rescheduling of an event for any reason whatsoever. 16. All events are delivered in English language. The exact content of the featured event(s) may change from time to time as AssuringBusiness seeks to upgrade and refresh content periodically. Advertised trainers may also change if circumstances necessitate. 17. Delegates will receive a printed copy of the event materials. Additional copies of event materials are not made available and are not permitted to be produced.

Practical Collections Training Proven Human Capital development focussed on the essential hands-on collections skills required to improve collectables and maintain strong client relationships. This is the 2nd training we have taken and I think it is fantastic and very practical and applicable to our environment - it is a must-take course for every collector!
Billing Collections Manager, Nawras

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event promotional materials including this brochure in full. No part or the whole of such materials may be reproduced, stored in a retrieval system, or transmitted in any form by any means including, but not limited to, electronic, mechanical, photocopying, scanning, photography, recording, facsimile or otherwise without the prior written approval of AssuringBusiness.

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E-mail: Telephone: APAC: EMEA: Americas: Web: +603 9281 9885 +44 121 288 6664 +1 678 500 9249 www.assuringbusiness.com 6 ask@assuringbusiness.com
To find out more about how AssuringBusiness can support your business goals, e-mail ask@assuringbusiness.com