QA Call Guidelines
If it has been more than 30 days since the last time we spoke with the customer, then we should complete _______ at the end of the call.
ICIC (initial contact information confirmed)
- Full phone number, address, and email address we have on file
True or False? Customers must be Authenticated before processing a verbal C&D request
True
True or False. We can mail previous billings statements for a charged off account?
False. We cannot request any documents for a charged off or sold account.
Where do you request a SIF letter?
Settlements Slack
True or False. We offer surveys at the end of every call.
False. Survey's are not generated on Outbound or DSC calls.
Payment related Scripts outlined in _________ must be communicated verbatim.
Confluence
What process occurs when a customer on Autopay has a payment returned due to insufficient funds?
Representment.
When a customer on Autopay has a payment returned due to INSUFFICIENT FUNDS, the system will automatically attempt to reprocess the payment 7 and 14 calendar days after the original attempt day. This process is called Representment.
Representment should be manually disabled in the following scenarios:
False. Payment plans are only allowed to be set up on charged off accounts that are not sold/place with another agency or pending a debt sale.
Team members should __________ after taking the call off hold.
Thank the caller for holding
If a customer requests a C&D but refuses to authenticate, a ______ should be placed on the specific phone number used to contact the customer.
DNC
If the receiving department does not answer within _________ during a transfer, you should offer to place the customer in their queue for the next available agent.
1 minute
When submitting an offer on a Pre- charge off account, how do you determine the balance?
Run payoff quote for the 1st payment date
_____ must always be left in the relevant system after every interaction.
Notes
When customers put the call on speaker phone, or when someone can be heard in the background , the __________ must be read.
call recording disclosure
If a DSC requests to handle multiple accounts on the same call, what must stated each time a new account is reviewed?
The Call Recording disclosure and Mini-Miranda (when applicable)
Before submitting an offer on a charged off account, what should be the first thing you look at?
Charge off Date/Debt Sale Announcement
What is it called when we have failed to follow a process and procedure from the customer’s perspective?
A Complaint
For all outbound calls, what information must be disclose and verified before discussing the account?
1. Identify self & Company
2. Call Recording disclosure (first 30 secs of call )
3. Customer's Full Name (first and last, suffix)
2. Last 4 of SSN
When is MFA needed?
What are 4 steps you must complete when accepting a counter offer?
1. SIF1PEND template
2. Update Settlement Tabs
3. Submit Google form
4. Final call notations