Profiling of Consumers is an Improvement in the Management of Receivables of an Energy Sales Organization

Abstract

The problem facing an energy sales company is the collection of overdue accounts receivable (RA). The valuable achievements that energy sales companies have achieved while working to debtors are constantly being improved. So, specialists in working with remote control of an energy sales company need to make attempts to resolve the situation and search for compromises. It can be concluded to reduce the costs associated with work on managing debt, it is necessary to segment consumers according to the degree of possibility of debt collection and develop tools for interacting with consumers. It is proposed to partially solve the problems of accounts receivable by introducing an energy resource consumer profile. The research base is 703,726 telephone calls from operators with debtors of an energy sales organization. We grouped subscribers into 4 synonymous directions after we studied the subscriber's answers: Forgetful, Aggressive, With a special social status, Not available. We used the sorting method, the comparison method and the logical method. The operator’s work must be unified in order to sort subscribers according to the above principle at minimal cost. A standardized interview was developed for this purpose. The effectiveness of the proposed measures was manifested in the reducing labor costs and the increasing operator productivity. The importance of using a questionnaire survey allows employees to direct free energy and time to other operational tasks.