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I think their weekly Monday morning meeting could be a bit like this:
"Hope you all had a good weekend. The sun is finally out here in Chester. Please join me in welcoming our new team members Claire, Martin and Erica. A very warm welcome to you!
As many of you know, we are operating an arrears based collections system. When our dialler calls, the system automatically brings up the customer account details. Please note, however, that if the account is less than 90 days in arrears, you should always say that you are calling from 'M&S Bank'. If you are dealing with an account that is more than 90 days in arrears, you must say that you are ringing from 'Pre Legal Recoveries.
Pre Legal Recoveries are basically us, but we use this name to make some of our more challenging non-paying customers pay. You are supposed to achieve an 80% success rate on all the calls you make. By this I mean that you must persuade 80% of your customers to pay. Even if you get a Ł1 on their debit card that is good enough. We have some accounts that have been around all debt collection agencies I can think of and none have managed to collect. We must get them to pay, at least a Ł1. If they do pay, they acknowledge the debt. If they don't, some of these accounts will soon be statute barred and we will never get the money.
The targets are there to be exceeded. If you do not, then there's no job for you here. Last week I had to let twelve team members go.
We have recently had a few cases where a customer mentions the name Diana Mayhew. Last year Santander took Ms Mayhew to court and lost. We are practically in the same boat as Santander but we must make our customers think that all our cards are enforceable, even those store cards which we unethically and illegally upgraded to credit cards. If anyone mentions Mayhew, you must say that they are not the first one to try it on and tell them to pay. If they still argue and refuse to pay, you must tell them that they will be taken to court (even when they won't as we don't have a legal leg to stand).
Once again, please welcome Claire, Martin and Erica. I hope they all will be here this time next Monday!
"Hope you all had a good weekend. The sun is finally out here in Chester. Please join me in welcoming our new team members Claire, Martin and Erica. A very warm welcome to you!
As many of you know, we are operating an arrears based collections system. When our dialler calls, the system automatically brings up the customer account details. Please note, however, that if the account is less than 90 days in arrears, you should always say that you are calling from 'M&S Bank'. If you are dealing with an account that is more than 90 days in arrears, you must say that you are ringing from 'Pre Legal Recoveries.
Pre Legal Recoveries are basically us, but we use this name to make some of our more challenging non-paying customers pay. You are supposed to achieve an 80% success rate on all the calls you make. By this I mean that you must persuade 80% of your customers to pay. Even if you get a Ł1 on their debit card that is good enough. We have some accounts that have been around all debt collection agencies I can think of and none have managed to collect. We must get them to pay, at least a Ł1. If they do pay, they acknowledge the debt. If they don't, some of these accounts will soon be statute barred and we will never get the money.
The targets are there to be exceeded. If you do not, then there's no job for you here. Last week I had to let twelve team members go.
We have recently had a few cases where a customer mentions the name Diana Mayhew. Last year Santander took Ms Mayhew to court and lost. We are practically in the same boat as Santander but we must make our customers think that all our cards are enforceable, even those store cards which we unethically and illegally upgraded to credit cards. If anyone mentions Mayhew, you must say that they are not the first one to try it on and tell them to pay. If they still argue and refuse to pay, you must tell them that they will be taken to court (even when they won't as we don't have a legal leg to stand).
Once again, please welcome Claire, Martin and Erica. I hope they all will be here this time next Monday!
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