GDPR

The agent adhered to data protection requirements at all times in order to prevent risk to the business and to protect the customer's data.

Scripts

The agent read scripts clearly and in full, ensuring customer understanding and acceptance.

Inappropriate / offensive language

The agent avoided using language that could severely damage the customer's experience with us, or damage our company reputation.

Complaints process

The agent followed the company's escalation process in order to ensure we are meeting the expectations of our customers and regulators.

Vulnerable customers

The agent dealt with a vulnerable or distressed customer in a professional and compassionate manner, in order to protect the customer, and the company's reputation.

Contact details confirmed

The agent confirmed that the phone number, email, and address details we hold for the customer are accurate and added new details where necessary.

I&E

The agent completed a full income & expenditure to ensure that any agreed actions would be manageable for the customer.

Correct payment calculations

The agent gave accurate information regarding the customers arrears and required payment amounts.

Payment taken

The agent attempted to take a payment from the customer where appropriate to bring their account up to date. If the customer refused or was unable, the agent explained how they can complete the transaction online and/or arranged a follow up call.

DD set up

The agent attempted to set up a Direct Debit for the customer if one was not already in place to help them manage their future payments.

Appropriate solution offered

The solution (payment plan / payment taken / future arrangements) was appropriate based on the customer's needs and meets company expectations.

Consequences explained

The agent ensured that the customer understood the consequences of non/late payment, including fees, account blocking, and impact on credit score.

Actions agreed

The agent gave a breakdown of any agreed actions, ensuring customer understanding, to improve the customer's ability to manage their account.

Follow up logged correctly

The agent logged follow up dates and times with accurately where required to ensure future issues are averted.

Agent introduction

The agent introduced themself in a friendly and approachable manner to put the customer at ease.

Questioning

The agent made good use of questioning techniques, such as open, closed, and funnel questions, to better understand the customer's situation.

Listening

The agent demonstrated good listening skills by way of active listening, verbal nods, and repeating information back to the customer, enabling successful communication between them.

Professional

The agent displayed professionalism at all times during the call.

Ownership

The agent took ownership of the call in order to save the customer time and convenience, and to benefit the company's service levels.

Knowledgeable

The agent gave accurate information, giving the customer confidence in our ability to help them.

Account comments

The agent left full and descriptive comments on the customer's account that will benefit future communication and other agents who might speak to the customer.

Online account management advice

The agent advised the customer about appropriate aspects of our online service, empowering them to manage their account more effectively.