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Shared Services Debt Management/ Procedures and Process |
15/01/2008 |
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02/08 |
Issued by Information Management |
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Subject: |
Caller Verification |
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Who should read this and why? |
All debt recovery telephony staff |
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Action: |
Immediate |
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Contact: |
Bernadette Holgate by email
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Destroy Date |
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February 2009 |
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Caller verification scripts for use by telephony staff dealing with debt recovery |
Background
Purpose
Annex 1 applies to inbound calls from new customers and existing customers Annex 2 applies to Local Authority (LA) and Recovery from Estates/ Direct Payment After Death customers Annex 3 applies when making an outbound call. Annex 4 contains process map and script and applies to calls made from a third party with implied consent.
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Annex 1
No
Yes
Yes
Existing Customer (Query)
↓
New Customer
(Following notification)
↓ ↓
Fail Pass
Fail Pass
Annex 2
Identity Verification Process for Third Party Call Contact
Fail Pass
Annex 3
Outbound Contact
Annex 4
Implicit Consent Process Map
←
Implicit Consent script for inbound agents
Agent: Standardised Greeting (request reference number and name)
Representative: Confirms reference number and states name.
Agent: Can I confirm who you are calling on behalf of and the nature of your query?
Representative: Confirms customer name and provides reason for call.
(Some examples as adapted from Corporate Customer Affairs Guidance include:
Representative: `Customer Name' has received a letter about money owed but wants more information.
Representative: `Customer Name' made a payment on dd/mm/yyyy, however they have not received a receipt. Can you confirm the payment has been received?
Representative: `Customer Name' has received a letter requesting payment; however, they have an instalment plan set up / are already paying).
Agent: I am just checking the system for authority to deal with a third party.
(Agent checks Debt Manager (VRA and INDs) for relevant Diary Entry. If authority is noted, the call can continue as normal, however, if no authority is noted the agent will need to use experience and judgement to determine if implicit consent has been provided. From the representative's response, the agent should be able to judge whether the representative is genuinely acting on behalf of the customer and is requesting information that is appropriate to the customer's query. It is necessary, however, to check whether the representative is aware of some basic information relating to the customer).
Agent: I'm sorry, there doesn't appear to be authority to deal with a third party on the system. I should be able to provide you with some information; however, can I ask you to confirm some details relating to `Customer Name'?
-This may include:
NINO (if not already provided)
Date of birth
Representative: Confirms details.
Agent: Thank you. Answers representative's query.
(Corporate Customer Affairs Guidance states that no personal information should be disclosed in such calls. This includes:
Addresses
Date of birth
Bank details).
6
Shared Services, Debt Management, Procedures and Process 02/08
Handshake using Debt Management (DM) standard
`'Good Morning/Afternoon/Evening, Debt Management, `Agent Name' speaking, may I have your name and reference number please?''
Is the caller a third party representative?
Confirm if the caller is the customer
See third party flow chart
Advise the customer that we need to ask some Identity Verification questions for security purposes. NB Do not confirm any details until correct answers to all three questions have been provided
Request customer confirms three of the following ensuring at least one question is from the high (H) category:
Balance Outstanding (H)
OP benefit/Loan type (H)
Instalment Amount (H)
Method of Payment (H)
Bank Details (if DDB) (H)
Date of last contact (H)
Previous names (H)
Previous addresses (H)
Telephone number (M)
Date of Birth (L)
Date of Birth (L)
Request customer confirms three of the following, one of which should be date of birth (DOB):
Total Amount/Balance Outstanding (H)
OP benefit/Loan type (H)
Number on bottom of letter (H)
DOB (L)
Ask customer to confirm their telephone number and continue with call
Ask customer to confirm their telephone number and continue with call
End Call
End Call
For RFE Contacts
Advise the caller that we need to ask some Identity Verification questions for security purposes.
Request confirmation of all of the following:
Name of Caller
Customers Reference No. OR National Insurance No.
Name of Deceased
Current telephone number
If caller cannot be confirmed in correspondent details in Debt Manager, then call to be terminated
For LA Contacts
Advise the caller that we need to ask some Identity Verification questions for security purposes
Request customer confirms three of the following ensuring at least one question is from the high (H) category:
Date of birth (L)
Council Overpayment is owed to (L)
Amount of overpayment (H)
Period of overpayment (H)
Proposed weekly deduction (H)
LA reference No (L)
End Call
Ask customer to confirm their current telephone number and continue with call
Handshake using DM standard
Hello is it possible to speak to CUSTOMERS NAME?''
Customer replies
Third Party states customer not available
`This is the Department for Work and Pensions. Before I go any further, I just have to let you know that all calls are recorded for your security. Now, may I take your date of birth so that I am sure I am talking to the correct person? `
`I am calling from the Department for Work and Pensions. Could I please leave a message for CUSTOMER to give us a call on this number …..and ask them to quote his/her National Insurance number when they call. Thank you'
Standardised Greeting from agent, name of caller and reference number requested
Caller confirms information
Agent seeks confirmation of on whose behalf the caller is acting and the nature of their query
Caller confirms nature of query
(Agent checks Debt Manager for authority from customer to deal with third party)
Authority seen, call continues as normal
Agent uses judgement and experience to decide whether caller is genuinely acting on behalf of the customer
Agent checks caller is aware of basic customer information eg. NINO, DOB
Caller confirms details
Caller cannot confirm details / there are suspicions that the caller is not genuine
Agent does not proceed with call and advises the caller that we need authority from the customer
Agent provides caller with required information but does not disclose customer's personal details eg. NINO, DOB, bank details