✅ Ensure that the number of recorded calls matches the number of calls made.
✅ Over a surprise visit, check the settlement-related call recordings.
✅ Do the recovery agents inform the settlement amount to the customer over phone communication? If they are, do they specify that it is subject to approval?
✅ Is the caller or FOS posing as a police officer, lawyer, or media member to the customer?
✅ Do we have 6 months of call recording maintained?
✅ Are there any undisclosed telephone lines?
✅ In what manner are the recordings being stored?
✅ Are the tapes stored locally on a hard drive with a password or other security mechanism?
✅ Has the Agency utilized the appropriate call disposition code?
✅ Is a random sample of calls from each caller’s bucket checked for this?
✅ The number of calls checked should constitute 5%+ of the total calls made by each agent.
✅ Are there any death cases as call disposition? Do we have a death certificate in our possession?
✅ During an unannounced visit, do we observe any telecallers exhibiting signs of being short-tempered over the call? If so, let’s review their call recordings to determine if they have been verbally abusive.
✅ Do the callers use their mobile phones to make calls to customers?
I hope you found this information useful.