Recorded Webinar

Turning TCPA Lemons into Enterprise Lemonade: Exelon and Neustar Discuss TCPA and Enterprise Phone Management for Utilities

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Content Manager | Editor | On-Line Event Producer Energy Central

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Utility organizations strive to improve customer satisfaction by communicating timely information through text alerts and automated messaging. These effective methods of communication however are at risk of violating TCPA regulations. On average, twenty percent (20%) of outbound calls and texts initiated by utilities are sent to a number that no longer belongs to the customer. TCPA violations for such instances can range from $500-$1500 per call/text, and are a significant financial and reputational risk for a utility. 

Conversely, the intended recipients of a call or text don’t ever receive them, as utilities have outdated contact information. These individuals tend to give lower Customer Satisfaction scores, and increase costs by dialing into the call center inquiring about outages and issues. 

View this informative webinar to learn how TCPA regulations apply to utilities and understand best practices for optimizing customer phone information including:

  • Utility industry benchmarks on customer data accuracy
  • Operational implications of data inaccuracies across the enterprise
  • An overview of the TCPA FCC rulings
  • An overview of tackling TCPA at Exelon
Panlist
Presenter | Mitchell Young
Executive Director of Identity Risk Solutions, Neustar, Inc.

Mitchell Young is an Executive Director of Identity Risk Solutions at Neustar, where he oversees the Collections, Financial Services, Call Center and Data verticals. Mitchell has been at Neustar for 11 years helping companies leverage real-time identity data and analytic insights to improve operational efficiencies and manage risk and compliance. Prior to joining Neustar, Mitchell was the Senior Director of Risk at TARGUSInfo, where he built two separate, multi-million dollar vertical markets. Mitchell has an undergraduate degree from Penn State and an MBA from New York University.

 

Panlist
Presenter | Kindle Cook, Sr.
Project Manager, Exelon Corp.

Kindle has worked for Exelon for seven years managing multimillion-dollar Customer Operations projects, working with teams from multiple functional areas and four different operating companies. In his last project he led the effort to identify the business and legal requirements for the Exelon Utilities TCPA project and managed the implementation of the solution. Prior to working at Exelon, Kindle worked at Unisys as an IT manager, leading the implementation of large-scale integration initiatives that annually processed over $2 billion in revenue and services. Kindle earned a bachelor’s degree in Electrical Engineering and a Masters of Business Administration from the University of Maine.

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