As I said above, I've been doing this a long time. Making threats to an agent in a contact centre, a pure threat will do little if anything. Having a case and raising it through channels is different but even still credit and debt agencies have a job to do and the big ones will do it within TCF guidelines or will demonstrate they have been. Simply making a threat will scare no one, to my point.
Advice Required - Relentless Debt Collector
- Thread starter Dirk Diggler
- Start date
As I said above, I've been doing this a long time. Making threats to an agent in a contact centre, a pure threat will do little if anything. Having a case and raising it through channels is different but even still credit and debt agencies have a job to do and the big ones will do it within TCF guidelines or will demonstrate they have been. Simply making a threat will scare no one, to my point.
So exactly as I advised, that should address things though be aware it may take a couple of weeks to filter down to BCW..
I'm pretty sure if a customer threatened to report us to OFCOM one of our Agents would raise it to either myself or a Team Leader/Manager, as generally we do try to avoid large fines
I also work in a call centre but we have OFGEM to deal with too.
If you can name a DCA that acts totally within collection guidelines, you're a liar. (Probably didn't word this very well.. what I mean is, it is EXTREMELY rare)
I also never said anything about threatening a call handler, I said to do it through the correct channels and it'll be dealt with in the correct manner. They'll harass and intimidate people until they take a stand against it, and when they do, they back down rapidly because their tactics have been found out. Someone I worked with had one chase her about a phone bill once and she was cacking herself about it. They'd whacked collection charges on top which were unlawful and she was going to pay the lot until I helped her out. It's people like her they would make a killing out of.
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Sorry, but it just doesn't work that way in most debt chasers as they would constantly be black listing people based on threats. If you are as close as you suggest, working with daily IVM/Dialler files or working with quality/call recording or even working within analytics you would know this. As you would if you had any real responsibility for day to day operations or a position within compliance and risk.
I have spent pretty much my entire working life providing technology to call centres, most recently (last 10 years) within global banks and insurers but plenty of time within the debt sector, utilities and retailers. I've lived and breathed it for that 30 years, working WITH the FCA in some key areas of their legislation when it came to understanding the art of the possible to support their directives and spend time today working with the boards of big organisations.
I've also spent most of that time working within contact centres, at floor level with teams of people to understand the important aspects of customer experience and compliance. A person threatening to call OFCOM would rarely get elevated and if it did would be treated on a wait and see basis. Threats are what debt chasing is all about, it is part of the daily noise from people who, in the main, owe money and know it.
To add, let me know which contact centre you work in via trust if you prefer and I will tell you who I know there....and pop in for a coffee when I am next in your company
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You were responding to my comment to someone else post. Go read what I wrote. Secondly see above. I am well aware that no one is perfect. I am well aware the OFCOM exists as does the FOS to uphold legislation and is far from powerless. Now to the real world. Simply 'threatening' a debt chaser with a call to OFCOM will not result in fear and angst, it will result in nothing, in most cases. Having a case and following due process is not the point here.
To add, let me know which contact centre you work in via trust if you prefer and I will tell you who I know there....and pop in for a coffee when I am next in your company
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To add, let me know which contact centre you work in via trust if you prefer and I will tell you who I know there....and pop in for a coffee when I am next in your company
I should really learn to read properly shouldn't i.. :/
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A Utilities firm based in Winchester
I'll have to borrow someone's key for the coffee machine as I don't drink hot drinks
Whats a coffee machine? I walk into board rooms and people bring me coffee
Do you work for OFGEM then?
Nooo.
Interesting.. I did try and trust you, but it doesn't seem to be sending. I seem to have an issue where I reply or trust via my phone and the page doesn't load but the message still sent so you may have recieved it
Dodgy debt purchasing company trying to find any gulible person who has been previously involved in that address to pay up. They probably don't really know if it is your debt or not.
I had some bottom feeding debt company chasing me once at my sister's uni address back in the day. I had never even visited the place so no idea how they linked me to that address.
I had some bottom feeding debt company chasing me once at my sister's uni address back in the day. I had never even visited the place so no idea how they linked me to that address.
I work for a bank as a dialler specialist analyst and we use avaya, I would remove a customer from the dialler if they claimed they weren't the correct customer and we'd called them multiple times and they wanted to escalate the complaint to OFCOM, I'm not saying all call centres do this but we certainly would
Soldato
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- 22 Oct 2004
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I work for a company that writes auto dialers. My penis is bigger than yours.
So you'd remove them if they knew their stuff and threatened to complain to the authorities, otherwise you'd keep on calling them while laughing behind their back?
Nice. Now you see why no one likes the greedy banks.
Soldato
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- West Sussex
Debt collectors=parasites.
Powerless, jumped up fools. 8/10 people cave in to their threats. This time of year they buy what is known in the business as junk debts, a debt collector report a few years back stated that Xmas was the best time to chase old debts as people have more money this time of year.
Powerless, jumped up fools. 8/10 people cave in to their threats. This time of year they buy what is known in the business as junk debts, a debt collector report a few years back stated that Xmas was the best time to chase old debts as people have more money this time of year.
Soldato
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- Slough
I know this isn't strictly on topic, but would it even be physically possible for them to supply £800 (or £453.56) worth of gas in one day to a normal house?
No I'd remove them if they weren't our customer and we'd harassed them to the point they threatened to put in a complaint, we don't remove people who just don't want to be called and threaten to complain if they legitimately owe us money. We have to treat our customers fairly
Interesting.. I did try and trust you, but it doesn't seem to be sending. I seem to have an issue where I reply or trust via my phone and the page doesn't load but the message still sent so you may have recieved it
YHM