NEWS...
Recovery agency asks for debtor feedback
Debt collection agency CCSG is asking its debtors what they think of its performance through an online form.
The consultation will encourage consumers to outline their thoughts on their contact with CCSG, whether they were arranging payment or discussing a debt.
The survey has been created to address key issues within the industry – whether they felt their personal information was handled in an appropriate manner, how easy the company was to contact and whether the staff they spoke to were polite and helpful. Their results will be published later this year.
Symon Everett, managing director at CCSG, said: "When we contact debtors about overdue accounts we are speaking to them on our clients' behalf, therefore it's important that we not only adhere to the industry guidelines, but that we treat the consumers appropriately.
"We have designed this initial survey to ensure that we are representing our clients as they would want us to."
This move has come at a time when the continual growth of internet forums, along with other traditional forms of voicing disapproval via the media, is giving people a simple and easy way to vent their dissatisfaction over how they feel they've been treated.
And CCSG are not alone. Jason Cole, Head of Business Development at Tessera explained the company's stance on this issue: "Tessera invites debtors to rate the service they receive in four key areas. This important feedback provides a valuable addition to our own Quality Assurance processes, and has shown an upward trend through the difficult economic climate that consumers have been facing recently."
Original article courtesy of Credit Today.
