Retention and Disconnect Programs

This is a brief description of the service ...

Key Benefits

Gain Incremental Customers
Reduce Bad Debt
Improve Equipment Recovery
Multiple Visits are made to Achieve Maximum Results
Trained in a Customer Service Approach
Driven to exceed your Performance Metrics

Additional Benefits

Makotek offers a single point of contact for all field collection and non-pay activity. Field collectors are supported by full time dispatch and real time updates are entered into billing system. This avoids disconnect in errors and resolves any issues quickly and efficiently for you.
You will reduce truck rolls by avoiding repeat truck rolls to restart customers who pay later.
Makotek employees secure all tap ports, pedestals, and lockboxes to prevent cable theft and improve plant security.
Unauthorized connections found are disconnected and converted to paying customers.
Plant damage is noted during field work and documented on a plant damage log and given to the appropriate system personnel.

Why Does Customer Retention Improve?

Makotek employee's attempt at least 5 times to contact customer prior to disconnect.
Customer is disconnected only upon customer contact unless a house is verified as being vacant or work order is approaching cable operators aging limitation.
Work hours of employees are designed to maximize probability of contact (i.e. hours include evenings and weekends)
Employees receive specialized training in customer retention skills and the FDCPA.

Why are Customer Gains Incremental and Added Costs Minimal?

After all internal efforts to obtain payment from delinquent customers have been exhausted, Makotek will be assigned a work order, local system has already set bill reminders, shut off equipment, and made phone calls in effort to collect payment.
Makotek has a fixed work period to complete each job. Usually, period includes at least 1 weekend and is 7 to 10 days. Makotek arranges employee's work hours to maximize probability of contact. Mandatory work hours include weekends and evenings until 9 pm. All hours allowed by the FDCPA are utilized.
Makotek field employees are supported by Makotek dispatchers. Our dispatchers are logged into local billing system (i.e. ICOMS) and can assist a field collector with customer billing or service inquiries. Additionally, dispatchers can update account status in real time so when payment is made, customers can have equipment restored immediately.
Makotek employees are fully equipped and trained to perform disconnects. Presence of fully equipped employee at customer's door assists in an effort to collect payments and equipment.
Makotek fee structure is such that amount billed to save the customer is the greatest and the amount to perform a disconnect without equipment is the least. Incentive is to first save the customer and if the customer is unable to pay the incentive is to retrieve the equipment.
MSO's charge customer's who pay a Makotek technician a Field Collection fee. Amount of fee is usually $15 to $30 and offsets Makotek collection costs.
Payments made directly to the cable company are unbilled. Only money that a Makotek technician collects directly on a non pay work order is billed.

Capabilities

Makotek is capable and experienced to provide staff to deal with all phases of the collection cycle. Below are some of the programs and practices that will drive our mutual success.

Quality Assurance Program

Quality Assurance checks are performed weekly and reported and recorded digitally. Reports and photos are available on a password protected client specific website. Makotek employees residence is checked for illegal service monthly. Every employee's work is checked for each days work with a focus on high risk jobs. New employee's have 100% of worked verified. If problems are found with anyone's work, additional work is checked until the work is verified it was completed properly.

Recruiting and Training Practices

Makotek attracts qualified applicants as a result of our comprehensive employee-training program. Technicians are recruited and trained to become highly skilled employees and perform quality work within your region. Makotek operates in a drug-free work environment. All field personnel are required to pass drug testing and a background check as part of pre-employment screening.

Makotek will employ an experienced full time Installation or Collection Supervisor to oversee all functions of the operation. There will be a focus on workmanship, customer service and completing jobs in a timely manner. The supervisor will be accountable for seeing that proper levels of staffing and production are met. In addition to overseeing the daily activities the supervisor will also implement policies and procedures to insure that system goals are met or exceeded.

Upon hiring the right technician for the job, Makotek offers our employees a comprehensive benefit package including major medical. Each successful candidate then participates in a mixture of classroom and field training. All Makotek employees are trained on the importance of excellence in customer service. Makotek’s safety training program focuses on OSHA standards, vehicle safety, ladders, climbing, head protection, first aid and electrical dangers.

Makotek currently has several employees with fifteen or more year’s tenure. This helps us to focus on the importance of working with customers and maintaining a professional image for our clients.

Field Complaints

Makotek will follow up on all customer complaints within 24 hours and follow the necessary steps to resolve the issues with the customer. The customer as well as any witnesses will be interviewed as well as the employee. As part of the complaint being resolved the supervisor will follow set procedures to review the incident with the employee and take the proper steps to ensure that the employee has been evaluated and disciplined if necessary.

Communication

In order to provide clients with a better communications link to the Makotek workforce, we equip our technicians with Nextel radios. This increased ability to contact the technicians in the field and update information will help Makotek to minimize customer inconvenience while maximizing efficiency and results.

Safety

Makotek provides all the necessary safety and training programs for employees pertaining to each job that the employee will perform. All safety classes are documented and reviewed by upper management on a regular basis. Training programs range from classroom time to field situations and vehicle inspections. All new employees receive step-by-step procedures to reference throughout their employment with Makotek.