We are currently in the process of kick starting outbound calling for low level arrears (1/2 weeks). Could you advise me as to how you go about establishing that the customer that you have called is the named person on the account. (Considering it's the organisation that calls the customer and a large percentage of our customers are elderly and some coming under the catergory of vulnerable.
Your thoughts would be much appreciated
I would have thought that confirmation of first name and date of birth would be all that is required.
As Jonty rightly said , name and DOB or a combination of Name ,DOB and place of birth.
Experience shows that the DPA check part of the call can sometimes create problems with consumers being more aware than ever of the dangers of ID theft and fraud. You need to have a fail safe in place for when your agents experience 'difficult' customers. Asking customers to confirm the first 3/4 digits of a post code with your agent confirming the last 3 can help overcome tricky or awkward customers. If you choose to use DOB the same method can work just as easily.
Here's a useful tip if you're calling someone with a password on their account...
If your customer (rightly) is unsure about confirming their password, try saying: "...I understand your concern. If I can confirm a letter of your choice in your password, would you be comfortable enough to confirm the whole password back to me?..."
I found this worked really well when I worked on outbound renewals for a telco. It also helped gain trust with the customers at the beginning of the call.
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