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Debt Sale & Compliance ORDER OF STREAM EVENTS


10.35 Chair’s Welcome Rico Dinolfi Chief executive, Invocas Group


10.40 Dean Lightwood Head of supplier performance – credit operations, Lloyds Banking Group Green calls, good conduct, and expectations – our approach internally and with suppliers


11.05 Chris Ball Head of collections and recoveries, Nationwide Building Society Raising the compliance bar


11.30 Rico Dinolfi Chief executive, Invocas Group The requirement to do affordability assessments


11.40 Break


12.05 Kristjan Novitski Chief executive offi cer, Cash On Go How Peachy has benefi ted from using big data modelling


12.30 Genius PPT SPONSORS


The Affordability Assessment Centre is an independent assessment and repository service, compiling and storing customers’ fi nancial circumstances not visible elsewhere. The service can be used by businesses during the course of the customer journey, especially during any default or collection process, and by customers to complete and view their full fi nancial assessments. The service allows consumers and businesses full insight


Affordability Assessment


the centre


Genius PPT is the UK’s most established supplier of cloud based dialler technology. Our fully compliant product suite extends to hosted CRM technologies, DTMF payment processing, web, voice and SMS messaging solutions; all available on fl exible Pay As You Go Commercial terms, without the need for capex. Our knowledge and abilities are cemented by a core delivery


when deciding on future credit undertakings, whilst also helping consumers communicate with current credit providers and manage their fi nancial commitments. www.theaffordabilityassessmentcentre.co.uk


CallMiner is a specialist provider of speech analytics solutions for improving agent performance. With over 10 years of industry leadership and over 2 billion hours of conversations mined, we are able to deliver exceptional value to customers by delivering highly effective, usable, and scalable speech analytics solutions. We help businesses and organisations improve contact centre


performance and gather key business intelligence by automating their ability to listen to every customer interaction. CallMiner’s market leading voice of the customer analytics platform automatically analyses contacts across all communication channels: calls, chat, e-mail, and social. www.callminer.com


team who have worked together for over twenty years, both as customer and vendor within the Consumer Credit industry. Our unparalleled level of ability and customer engagement are


driven by a unique and comprehensive understanding of clients’ operational requirements, setting Genius apart from every other supplier in today’s marketplace. www.geniusppt.com


SPONSOR FOCAL POINTS One of the most successful parts of CCR-interactive is CCR-meetings, with close to 250 meetings being arranged last year.


To further help facilitate these meetings, 2015 will see the


return of the popular Sponsor Focal Points (including two chairs, a table, and a pull-up banner) as a meeting point with delegates.


Make sure that you do not miss your meetings by arranging to meet up at the company’s dedicated Sponsor Focal Point, situated around the main conference fl oor.


Get involved in 2016! For details of how you can be a part of CCR-interactive in 2016, the industry’s landmark event, please contact Gary Lucas on 07785 268404 or e-mail gary@ccrmagazine.co.uk


12.40 Panel Session 1.00 Lunch 2.20


Robert Skinner Chief executive, Lending Standards Board A fair outcome for the customer in fi nancial diffi culties and the fi rm?


2.45


Juliana Francis Senior ombudsman, Financial Ombudsman Service Debt and vulnerability – the impact of events on people’s lives and how businesses should respond


3.10


Chris Thomas UK director, CallMiner


3.20 Break 3.30


Dr Paul Jones


Reader in the social economy, Liverpool John Moores University What future for British credit unions? An analysis of current issues in credit union governance, regulation and service delivery


4.00 Ron Wells Executive director, T3P “Essentially, all models are wrong, but some are useful.”


4.30 Chair’s Conclusion


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