Human Capital

Telecoms Receivables Management MasterClass

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

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.

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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 p ro fess i ona l s ,

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

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?

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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 company’s 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

Day 1: Credit Policy, Organisation and Strategy

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

Billing Collections Manager, Nawras

Good insights into RM concepts; trainer excellent (very knowledgeable and kept group

together very well) Customer Care Director, VIVA

Training was amazing! Collection Supervisor, Mobily

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

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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, competitor’s data etc.

Outsourcing various collection tasks: options and challenges.

Very informative and learnt a lot from the experience.

Finance Back Office Supervisor, Nawras

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

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:

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

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Dean Smith

Dean has a 23-year history of

operational, consulting and

leadership roles in the

specialist Business Assurance

arena.

H a v i n g o p e r a t i o n a l

backgrounds in BT and Cable &

Wireless, Dean founded an internationally respected

consulting company in 1994 (FML) thought to be the

world’s 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.

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 Business

Assurance operational teams globally.

About the Trainers

Luis Silvestre

Luís has a 18-year history of

operational, consulting and

leadership roles in the risk

management arena.

H a v i n g o p e r a t i o n a l

b a c k g r o u n d s i n F r a u d

Management roles in major

Financial institutions, Luís 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 decision-

making knowledge management tools. Luís 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, Luís

managed projects of emerging technologies into

financial operations. Luís´s achievements include:

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.

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.

About AssuringBusiness

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Delegate-Trainer ratios, and therefore

course places, are strictly limited so please

book early to avoid disappointment.

E-mail for large-team enquiries.

Registration

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.

Rio de Janeiro, Brazil

Location Dates

Gross Fees

(USD)

Discount for 3+ Delegates

Additional Early-bird Discount

(book before 8 June 2012)

Government/Regulatory

Pricing Discounts Available 10%

10%

10%

Limited Places: Delegate Numbers

First Names

Booking Contact Details Register on-line or complete, scan and e-mail this form

Family Name

Job Title E-mail

Tel: (Office) (Mobile)

Department Company

Address

City Zip/Post-Code Country

Invoice Details As above As attached e-mail As attached Purchase Order

Delegate Details As above As attached e-mail To be advised

Payment Terms Credit Card Bank Transfer Other (specify request)

I confirm that all approvals and authorities have been received and that I am authorised to make this booking. This booking is

made understanding and accepting the notes, terms and conditions attached hereto in full.

Signature Date

5-6 July 2012 USD 1490

Fees Per

Delegate

No. of

Delegates

Discount

% Due

Net Fees

Payable (USD)

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.

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 in-

house training events in many related areas. E-mail ask@assuringbusiness.com to enquire.

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Notes, Terms and Conditions of Bookings

1. 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).

2. 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.

3. 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.

4. 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.

5. 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.

6. 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.

7. 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.

8. 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.

9. 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).

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.

18. AssuringBusiness reserves all intellectual property rights, including copyright, to logos, trademarks, training material and

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.

Contact AssuringBusiness

E-mail: ask@assuringbusiness.com

Telephone:

APAC: +603 9281 9885

EMEA: +44 121 288 6664

Americas: +1 678 500 9249

Web: www.assuringbusiness.com

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.

RM Technology Procurement

Definition and design of RM

System requirements, RFQ

production and procurement

support to select and implement

optimum solutions.

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.

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

To find out more about how

AssuringBusiness can support

your business goals, e-mail

ask@assuringbusiness.com