Turning TCPA Lemons into Enterprise Lemonadeenergycentral.fileburst.com/EC/052218_neustar.pdf ·...
Transcript of Turning TCPA Lemons into Enterprise Lemonadeenergycentral.fileburst.com/EC/052218_neustar.pdf ·...
Turning TCPA Lemons into Enterprise Lemonade
Exelon and Neustar Discuss TCPA and Enterprise Phone Management for Utilities
©2018 Neustar Inc. All Rights Reserved 2
Mitchell Young Neustar Exec. Director, Identity Solutions
Kindle Cook Exelon Senior Project Manager
[email protected] [email protected]
Presenters
AGENDA
©2018 Neustar Inc. All Rights Reserved 3
Industry Insights & Neustar Background Customer Phone Numbers & Impact to Utilities TCPA & Outbound Communications
– Background on TCPA– Knowing Your Customer’s Identity
Exelon TCPA Project
LEGAL DISCLAIMER
The information in this presentation was compiled for informational purposes only. No information contained herein is intended to constitute legal advice and accordingly, you should consult with your own attorneys when developing your own programs and policies. We do not guarantee the accuracy of this information or any results.
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Industry Insights & Neustar BackgroundWhy Accurate Customer Phone Numbers Are More Important Than Ever
©2018 Neustar Inc. All Rights Reserved 5
©2018 Neustar Inc. All Rights Reserved 6
TCPA LAWSUITS Are You Prepared?Largest Lawsuit (by year)
2017: $280M CSP 2016: $76M Travel 2015: $60M Financial Services 2014: $75M Financial Services 2013: $35-$47M Quick Service Restaurant
1.1K2012
2014
2.6K
4.5K2016 2017
4.4K
CONSUMER DATA IS CONSTANTLY CHANGING
45MConsumers change
their phone numbers
60MPeople relocate
Every Year…
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For over 20 years, a leader in the telecommunications industry:
Power 90% of U.S. Caller ID
Manage U.S. Directory Assistance
N. American Numbering Plan Administrator
TCPA Advisor to the FCC
©2018 Neustar Inc. All Rights Reserved 8
A leader in phone identity management:
10 of Top 10 U.S. Banks
Top 3 U.S. Cable TV Providers
8 of Top 10 Insurance Companies
7 of Top 15 Utilities
50% of U.S. Online Retailers
Verify Consumer Identity 1.4 Billion Time Each Day©2018 Neustar Inc. All Rights Reserved 9
19 National Drive McLean, VA
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PROACTIVELY KEEP CRM DATA ACCURATE & UP-TO-DATE
John Smithe
415-212-2255
571-545-6789
19 National Drive McLean, VA 22182
Misspelled Name
Non-Standardized Address
Unknown Phone Type
Unverified Email
John Smithe
415-212-2255
Inexact Last Name Match
Type = WirelessMismatch: Phone does not belong to John Smith
Email Verified:Belongs to John Smith
John Smith
Corrected Name Available
Wireless Phone Linked to John Smith. Active Phone. Available.
19 National DriveMcLean, VA 22182-4759
Standardized and Verified: Address belongs to John Smith
ORIGINAL CRM NEUSTAR CLEANSE/APPEND
CONTINUOUSLY CORROBORATED
[email protected] Email Available
Emergency Notifications
!
GeneralNotifications
Collections
$
Marketing
Account Origination
Inbound Communications
©2017 Neustar Inc. All Rights Reserved
Neustar Customer Identity Management
GeneralNotifications
Ensure customers receive messages
Improve customer experience
Reduce TCPA risk
Reduces inbound callsCollections
$
Emergency Notifications
!
©2017 Neustar Inc. All Rights Reserved
Identity Management: Outbound Communications
Inbound Communications
• Increase customer identification
• Improve customer experience
• Reduce live agent costs
• Increase IVR containment rates
©2017 Neustar Inc. All Rights Reserved
Identity Management: Inbound Communications
©2018 Neustar Inc. All Rights Reserved 15
Fortune 500 estimated spend on customer experience
$558BBut who are you really interacting with?
Source: Gartner, Fortune
YOU SPEND BILLIONS TO BE CUSTOMER-CENTRIC
Utilities and The Telephone Consumer Protection Act (TCPA)
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FCC 2015 DECLARATORY RULING ON TCPA
Two Key Issues for Utilities
1. Definition of “Called Party” Consent not valid if phone reassigned (‘Intended recipient’ irrelevant)
2. Consent/Revocation of Consent– A consumer may revoke consent at any time, through any reasonable means– EEI/AGA Petition clarified ‘prior express consent’ provided at sign-up
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CONSENT REQUIREMENTS FOR AUTO-DIALING OR TEXT MESSAGING
Types of Notifications Examples Consent Required
EmergencyNotifications Scope is unclear Exempt
Informational Notifications
Service Outages Meter Work; Field Work Pending Curtailment Subsidized Service Brownouts
Prior Express Consent Satisfied if Customer
Provides Phone #
TelemarketingMessages
New Services Scope is unclear
Prior Express WrittenConsent
Risk lies in Auto-Dialing a Reassigned Cell Phone
Outbound Customer Communications
Knowing Your Customers Identity
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70%
7%
5%
7%
11%
PHONES
Definition
VERIFIED PHONE
UNKNOWN
BUSINESS PHONE
DISCONNECTED
WRONG CONSUMER
18%-22% Phones Wrong or Disconnected Customers Not Receiving
Messages/Alerts Significant TCPA Risk
PHONE QUALITY: UTILITY INDUSTRY BENCHMARK
©2018 Neustar Inc. All Rights Reserved 21
NEUSTAR VERIFICATION FOR TCPA
John Smith555-555-1212
1/1/2015Name-to-Phone: VerifiedPhone Type: MobilePhone In-Service: 12 Months +Disconnected: No
VERIFIED
Challenge: Customers 44% more likely to have service disconnected if they don’t receive Disconnect for Non-Payment Call.
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SolutionNeustar Phone Verification and Proactive Change
Results $1.6M in wasted truck roll costs identified Improved customer experience Reduced bad debt
CASE STUDY: ‘RECEIVED’ COMMUNICATION REDUCES DISCONNECT RATES
Challenge: Customers call-in when they don’t receive important outage communications due to wrong numbers.
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Our SolutionNeustar Phone Verification and Proactive Change
The Results 5% increase in customer satisfaction scores 7% less inbound calls $1M+ in annual cost savings Less risk to customer health and safety
CASE STUDY: ‘RECEIVED’ COMMUNICATION REDUCES INBOUND CALLS
908-575-7585
© 2018 Neustar Inc. All Rights Reserved 24
INBOUND COMMUNICATIONS: AUGMENTING A CRM
ANI NOT FOUNDQuery Neustar
Utility Customer CRM
908-578-7585
© 2018 Neustar Inc. All Rights Reserved 25
INBOUND COMMUNICATIONS: AUGMENTING A CRM
IMPACT 76% increase in ANI to ANI match 26% increase in IVR containment Reduce live agent costs + improve
customer experience
NEUSTAR ACCOUNTLINK
NEUSTAR REPOSITORY908-578-7585 (Mobile)
Patrick Smith32 Schindler PlaceNew Brunswick, [email protected] (Landline)908-578-7585 (Mobile)
Also in Household:
Camille [email protected]
Lauren [email protected]
Utility Customer CRM
MATCH FOUND:
Patrick SmithCamille Smith32 Schindler PlaceNew Brunswick, NJPhone: 908-505-9164Status: ActiveAccount: 1264587Balance: $279.00
The Implementation of a TCPA Solution at Exelon Utilities
May 2018
Kindle Cook - Sr. Project Manager
Exelon TCPA Project Steps
1. Project goals
2. Developing project team
3. Completing phone scrub of the Customer CRM early
4. Creating inventory of automated calls
5. Determining process for opt-out/wrong number requests
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1. Project Goals
Designed to mitigate risks associated with 7 million customers Over 100 programs that contact customers Millions of customer calls a month
Two key issues1. Wrong/Recycled Phone Numbers
− Initial and ongoing scrub of phone numbers is important to ensure customer information doesn’t contain wrong/recycled phone numbers
2. Consent & Opt-Outs− Ensure customer has a reasonable way to revoke consent− Technically, be able to track and implement revocations
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2. Project Team & Legal Sponsorship
Exelon Project Team – members from each operating company ComEd PECO BGE
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3. Phone Number Scrub Early & Ongoing
Neustar verified if customer still owned phone number Create baseline of ‘consent’ and ‘phone ownership’
Wrong/Recycled numbers identified Replace wrong/recycled phone numbers with 999-999-9999 or blank
Impacts of removing wrong numbers Consider regulatory requirements to contact customer not by phone Costs associated with contacting customer to get a new phone number
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4. Inventory of Customer Calling Programs
Outbound calling programs divided into 3 groups: 1. Informational
− Customer can opt out2. Marketing
− Customer can opt out3. Emergency
− Customer cannot opt out
Note: Regardless of category, all text messages are opt in only
Get Legal sign-off on classification
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4. Inventory of Customer Calling Programs
Capture details of Calling Programs
Description of activity If made by vendor, vendor’s name Call or Text Type of integration Volume estimates for all calling programs
Business ownership
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o Credit and Collectionso Marketingo Field
o Employeeo Government/Externalo Storm
5. Opt-Out & Wrong Number Requests: Landline vs Mobile
Landline and mobile phone numbers identified to meet requirements
Opt-Out option for following calls:1. Landline numbers for marketing purposes2. Mobile numbers for all purposes (except emergency)
Wrong Number reporting option offered on all calls -- Emergency, Informational, and Marketing -- for1. Landline numbers2. Mobile numbers
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5. Opt-Out & Wrong Number Request Options & Policies
Customer options for updating notification preferences Call the Call Center to inform a live agent Press 9 during an automated call Reply STOP to a TEXT message Press 7 to indicate a wrong number during an automated call Online preference center
Live agent must process Opt-Out or Wrong Number, but DOES NOT need to proactively ask
Express consent can be collected during customer sign up or during updates to contact information
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5. Managing an Opt-Out
When consent revoked, non-emergency calls/texts stopped Once you opt out of one program, you opt out of all
Bill insert used to inform customer of Opt-Out impact Directions on how to opt back in
Consent must be re-established before number is used again
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Final Thoughts & Considerations
Maintain within customer system:• TCPA opt out list• Landline or Mobile Phone indicator
If all vendors placing calls/texts don’t go live at same time, may want to address risk during the phase-in period
Develop a process to add new calling programs or vendors post-project
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KEYS TO TCPA
Capture and maintain proper consent
Understand the type of phone you are calling
Confirm phone still belongs to intended call or text target
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Questions?Mitchell Young Neustar Exec. Director, Identity Solutions
Kindle Cook Exelon Senior Project Manager