Successful Utilities Debt Collection
The Association of Credit and Collection Professionals (ACA International) presents its annual conference July 14 – 16, 2019 at the Hilton San Diego Bayfront. The ACA International Convention & Expo 2019 features 35 educational sessions led by industry experts, an exposition hall showcasing innovative industry providers, and several opportunities to share best practices with peers at networking events. Attendees include third-party collection agencies, law firms, asset buying companies, creditors and affiliated vendors.
The Expo Hall is open Monday (7 am – 4:45 pm) and Tuesday (9:30 am – 1:30 pm).
About ACA International
ACA International is the leading trade association for credit and collection professionals. The organization establishes ethical standards, and produces a wide variety of products, services and publications. It also articulates the value of the industry to businesses, policymakers and consumers.
ACA International contributes to the success of its members and the positive reputation of the credit and collection industry through education, advocacy and services.
Add-on Seminars
Three add-on seminars, including Managing the Collection Floor, are offered on July 13 and 14.
Elizabeth Conklin presents an interactive forum where attendees can hear what other agencies are doing to improve collection floor operations. Subtopics will include the characteristics of exceptional collection floor leaders, equipping the floor, call monitoring, monthly production measurements, collector productivity, dialer management and statistics, inventory management, portfolio segmentation, managing client expectations and preparing for on-site client visit or audit. Attendees of this session also qualify for Professional Collection Manager (PCM) certification from ACA International.
Educational Sessions
The regular seminar sessions will be presented Monday and Tuesday, July 15 and 16. A sampling of topics follows.
Agent Engagement and Gamification in the Modern Call Center
Gamification has become an important learning tool at third-party agencies. The positive results of using gamification to educate credit and collection professionals include improved satisfaction, performance and compliance as well as reduced turnover.
Artificial Intelligence and Machine Learning: Effective Technology for your Business
Panelists Timothy Collins Esq., Trip Edwards, Michael Frost Esq. and Erin Stewart will cover machine learning and artificial intelligence (AI) in the collection industry. The informational drill down includes how to use and implement AI into collection processes. The group will finish with a discussion of developing technologies in the industry.
Getting the Most Value from Call Evaluations
Call monitoring, score cards, and consumer feedback are now widely used in the collection industry. Presenters Leslie Bender Esq. and Debra Ciskey will discuss how to test for compliant practices as well as their effectiveness in collection activities. Their session will dig deeper into the speech analytics used to guide call monitoring, pulling calls, and the different approaches to evaluating calls. The goal is to spend less time on monitoring while increasing value. Subtopics will include effective call evaluation forms, rubrics for call scoring, and meaningful calibration sessions.
Furthermore, the conference includes seven legal tracks, including Collections and Bankruptcy — The B-Word Doesn’t Have to Mean “Bust”
Attorneys Sarah Doerr Esq., Hon. Ronald Sargis and Leah Strickland will lead this interactive session on bankruptcy claims, cases, litigation and federal practice. Their discussion will cover claims objections, stay violations, remediation, and damages when creditors and or collectors are “too busy” to address the alleged violations or focus on the bankruptcy filings.
Specialized Networking Events
As expected, ACA International’s convention offers networking events where attendees can socialize, compare notes and make new friends.
The events scheduled for Sunday, July 14 include:
VIP Reception for First Time Attendees
This casual event is designed for first-time attendees to network with other newcomers . They will also have the opportunity to network with board members, ACA staff and past presidents.
Business Women in Collections Reception
This event is designed for women interested in meeting industry peers and sharing the “dynamics of their experiences.”
General Networking Events
Main Stage: Fearless Leadership Keynote with Carey Lohrenz
Nationally known speaker Carey Lohrenz was the first female F-14 Fighter Pilot in the U.S. Navy. Her accomplishments in that high-pressure, extreme occupation translate to the corporate environment. She now associates the commonality of principles used on the flight deck with those in the front office. Her popular leadership program will “challenge, inform, and inspire attendees to move to higher levels of performance.”
Welcome Reception
This event marks the official opening of the expo hall. Credit and collection professionals will have the opportunity to view the latest in collections technology, solutions and services to better serve clients, employees and consumers. The festivities include a hosted bar and hors d’oeuvres.
Other prime social events will take place Tuesday, July 16.
Awards Breakfast & “Complaint Free Business” Keynote with Will Bowen
This event recognizes the organization’s outstanding credit and collection professionals who devote their time and skills to advance the accounts receivable management industry. The awards symbolize a commitment to the association as well as the credit and collections industry. The honors include the ACA Member of the Year, the James K. Erickson Continuous Service award and other recognitions for education advocacy.
President’s Closing Celebration
Finally, this event celebrates the 80th anniversary of ACA International. Roger Weiss, the incoming president, will reflect on collections in the 1980s. This exciting night will be filled with food, fun, laughter and music. Attendees may flash ’80s garb or simply wear casual clothing.
Summary for Credit and Collection Professionals
A longstanding member of ACA International, Optio Solutions is only one of 50 agencies in the United States to have garnered Professional Practice Management System (PPMS) certification from ACA International.
This achievement demonstrates a commitment to professionalism, accountability and client satisfaction. It also provides the basis for maintaining compliance, qualifying for other certifications, and completing successful audits. PPMS certification also enables agencies to respond to requests for proposals or information from national clients with less effort.
Optio also employs people with Credit and Collection Compliance Officer (CCCO) certification.
Contact us today to learn how our framework of compliance, certification, data security and collections technology can help your organization leverage an individualized collections strategy into a favorable return on investment, brand protection and customer retention.
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