Early Termination Fee is baked into utility contracts to help protect the company, in the event that customers discontinue service mid contract. While its necessary, the charge is not always understood by the consumers. There is often resistance from them to pay the ETF and collecting this amount requires special tact. Every interaction is an opportunity to build relationships, which is why we assign specialized agents to the task, rather than people trained for generic calls. One of our stellar agents, Matthew Colucci joins us from our location in Mississauga, Canada to share effective strategies in collecting ETFs from utility customers.