The main idea was to follow the script to collect the money, an individual was scored on how well they read the script; word for word.
There was a quota that needed to be met each month, if that quota was not met then a write up occurred, if the script was not followed word for word, then a write up occurred. When I entered the office each day, i would put away my lunch, then go to my desk. We are not allowed on the call center floor until five minutes before our shift.
The first two hours of the work day was calling as many people as you could, leaving non foti messages on answering machines, calling family members to locate the customer, whatever it took for that customer to call back. Corporate credit cards are different from other credit cards, sometimes the corporation would stiff you with the balance after leaving the company, and there was no guarantee that they would pay the customer back the funds. Some corporations reimbursed the customers, but by the time we contacted them, some customers no longer had the funds to pay off the corporate cards. The next two hours were spent on skip tracing, trying to find the customers through the internet, or family; most skip trace tools gave phone numbers for all linked family members, even family members that the customer had no associations with anymore. Now it's lunch time, for a full hour; it was the best time of the day, not to be on the phones. After lunch; more skip tracing, internet searches for people that really did not want to be found, then the last two hours of the day were spent on calls to customers to collect that – more... money. After so many days of the same thing, I had my call lists, I was calling the same people every day, some would hang up on me, others would not return my calls, others would call back and yell at me because I had contacted one of their family members, others would call me or answer the phone and tell me that they still have not found a job, and cannot afford to send me any money at that time; but I wasn't suppose to sympathize or empathize with them. We had the option of setting customers up on a payment plan, but most individuals that I spoke to did not want to pay this money back, sure they spent the money on the corporate credit cards, but the money was used for airfare, hotel stays, things the corporation should be paying for. Other customers would sometimes use the cards for their own purchases which they were required to pay back. I thought I could do this job, I thought I could toughen up enough to do this job, but I didn't like the person I was turning into when I realized the job was changing me; I am too much of a customer service professional for this job to work for me. Management was only willing to work with you to a point, my co-worker told me I had a sink or swim manager, there was also backstabbing among coworkers, the worst I was ever subjected to. – less