Case Study IVR Technology in Collections

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Case Study IVR Technology in Collections

• American Gas Association
• Uncollectible Workshop
• October 1-2, 2008
• Park Cities, Utah

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IVR Collection Presentation
Company Profile

• The nations largest pure natural gas
  distribution company
• Began in Amarillo, Texas 1906
• Grown by 9 acquisitions since 1986
• Operate in 12 states
• 3.1 million customers

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Atmos Energy Service Territory
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IVR Collection Presentation

• Customer Collection Touch-points
• Normal Monthly Bill U.S. Mail/Internet
• Past Due Reminder U.S. Mail/Internet
• Termination Notice U.S. Mail
• IVR MESSAGING Phone
• Outbound Verbal Contacts Phone
• Door Tag Premise
• Disconnection of Service Premise

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IVR Collection Presentation

• Expectations of IVR Collections
• Improved Collection Performance
• Improved Customer Service
• Reduced Collection Expenses
• Write-offs
• Field Collections/Call Center

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IVR Collection Presentation
Significant Events Regarding IVR Use

• 2002.Outbound Collection Recordings
  implemented
• 2002 2005Experience f/planned Enhancements
• 2005, August.Inbound w/Voice Recognition
• 2005, October......TXU Gas Integration
• 2008, March..Upgrade Implemented

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IVR Collection Presentation

• Characteristics of Existing IVR
• Outbound Collection
• Voice Recognition/Menu driven
• 24 Outgoing Lines
• 25 Calls/hr/line
• Call Time 900am 730pm M-F
• 7,500 Calls/day

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IVR Presentation
Collection Method
Effectiveness Bill, Reminder, Notice
(Internet)...00 8.5 Average
Arrears Bill, Reminder, Notice (mail)... .44
8.5 Average Arrears IVR
Outbound Call (no agent)...02
40.6 Reached IVR Outbound Call (w/agent) 3.58
5.1 Connect Rate Door
Tag...17.00 53.0
Payment Rate Reconnection..65.00
60.0 Payment Rate
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IVR Collection Presentation

• March 1 Sept 1, 2008 IVR Statistics
• 915, 483 Eligible Customers
• 667,815 IVR Attempts (73)
• 246,179 No Contact (37)
• 421,636 Contact Made (63)
• 115,705,002 Eligible Customers - Total Due on
  Delinquent Bills
• 105,804,306 Eligible Customers - Delinquent
  Amount
• 4,645,407 Contacted Customers - Total Due
  transfer to Agent
• 4,228,704 Contacted Customers - Delinquent
  Amount to Agent

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IVR Collection Presentation
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IVR Collection Presentation
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IVR Collection Presentation
IVR Inbound Applications

• Obtain Pay Center Locations
• Duplicate Bill Requests
• Acceptance of Payments
• Acceptance of Payment Arrangements
• Start/Stop Budget Billing
• Start/Stop Bank Draft
• Fax numbers provided f/requested documents
• Bill History requests
• Status of Service Orders
• Customer Satisfaction Survey
• Stop/Start Service Requests
• Coming.Call Before Going Notifications
• Geographic Segmentation of calls
• New Construction Meter sets

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IVR Collection Presentation

• Successes Claimed
• Improved Customer Service
• Reduced Collection Costs
• Improved Collections
• Improved Relationships with Regulators

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IVR Collection Presentation

• Ongoing Challenges
• Capacity Issues
• Calls to Multiple Premises Common Customer
• More Analytics needed
• Resource constraints on enhancements