The Flock
What is the address of the BGO Hampton office?
4410 E. Clairborne Street
Hampton, VA
Suite 235
Any amount that a creditor no longer expects to be repaid and writes off as a bad debt.
What is Charge-off.
What does the A, E, & R stand for in the AER Model?
What is Acknowledge, Empathy, and Reassurance.
When leaving your desk for break you must keep your computer open for IT to inspect it.
What is False.
What is it called when your purchase gets taken away from you after being severely delinquent?
What is repossession.
When was Bill Gosling Outsourcing founded and by whom?
Founded in 1956 by John Rae.
The process of seeking money claimed to be owed to a creditor.
What is Collection.
What is the difference between a Customer Service Agent and a Collections Agent.
- A Customer Service agent provides support to a customer for a specific product or service.
- A Collection Agent engages with a Customer to collect outstanding debts.
As a Gosling, your insurance benefits will become active after 45 days of employment.
What is False.
These are two types of bias that an agent should avoid?
What are unconscious and conscious.
Name 3 Locations where you would find a BGO call center?
Any 3 are acceptable: Canada, Hampton, Trinidad&Tobago, India, Scotland, Costa Rica, Philippines,
An unpaid and overdue debt.
This is the process of reaching a mutually agreeable resolution between you (on behalf of the company), and a delinquent customer regarding payment arrangements, debt settlement, or repayment terms.
What is Negotiation.
As a Gosling, when we INFORM a customer or member, we must communicate and inform solutions in the right way to ensure a successful collections call.
What is True.
THIS is a method of identity theft that relies on individuals unknowingly volunteering personal details for nefarious purposes.
What is Phishing?
Name the 5 core values of BGO?
Federal law governing collection activity by debt collectors that:
-prohibit abusive practices;
-prohibit unfair and deceptive collection practices; and
-gives consumers the right to dispute a debt and get a validation notice...
What is The Fair Debt Collections Practice Act or (FDCPA).
What are 3 barriers in negotiating?
Language, Intrapersonal issues, intention, environment, relationship between sender and receiver, frames of reference.
Equity is described as putting yourself in someone's situation to comprehend how they feel.
What is False!
What is the name of Mr. Flack's son?
Who is Luka!
The Gosling Theory is comprised of THREE values:
1) The Spirit of the Squirrel
2) The Way of the Beaver
3) ?
What is the last value?
The Gift of the Goose!
Our ability to gauge ours and others’ emotions is....
What is Emotional Intelligence.
DAILY DOUBLE
Define each letter of the C.O.L.L.E.C.T.O.R Model
What is...
C-confidence
O-on the dot payment
L-Let them know the benefit
L-Look for help
E-Explain convenience
C-Consequence
T-Take note of MAD and f/u
O-Offer to secure the payment and auto pay
R-Recap
David Rae is the CEO and son of the founder?
What is True.
The Interaction Model is a global and universal model to equip our Goslings with the ability to give customers the best customer experience possible. What are the 4 pillars of this model?
What is Connect, Explore, Inform, Commit