Bùi Thị Thảo Vy
Mã số ý tưởng:35-2982
5 Lượt bình chọn

A TOOL TO CONTROL THE PHONE NUMBER LIST OF COMPLAINTS AT COLLECTION

Context: In recent years, the Government has paid special attention to consumer lending activities and debt collection. Therefore, controlling the list of phone numbers which rises complaints in the collection is really urgent and necessary.

Proposal: If a complained phone number is eligible for deletion according to the Customer Service’s policy (CS), FE Credit will have a tool to completely remove that phone number from the system. For example: A department will be in charge of adding the list of phone numbers to be removed from the main system. The remaining systems will automatically update. From there, when a CS/Collection staff access any systems, he/she will be informed and will not call the customer’s old phone number anymore.

Benefits: This thorough control will help minimize complaints about calling people who are not related to credit contracts, limit re-complaints or escalating complaints, and protect of FE Credit brand.

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