This article explains what process a Sales person should follow if customer Fails to Pay (FTP) if Account Manager. Applicable from Tuesday 3rd January 2023.
TABLE OF CONTENTS
1. For POA Sales when the Customer Fails to Pay
2. If the Salesperson is unable to contact the Business within the 2 working day window
4. If the Salesperson contacts the Business and successfully saves the account
4.1. POA – Saved – Debt Paid & Reinstated
6. Voicemail guidance: Here is an example message as used by the Collections team:
8.1. Set the Call Activity Status
8.2. Adding a Participant to the call activity
1. For POA Sales when the Customer Fails to Pay
- At the start of the Collections journey, an Imminent Termination - Cancellation Risk Task will be created and assigned to the salesperson (account manager) responsible for that account.
- The salesperson has 2 working days in which to attempt to contact the customer and save the account by helping the customer make the outstanding payment (see section 5 for frequency of contact).
- Calls must be made via ‘click to call’ in C4C so that a call activity is generated.
- The salesperson must document any contact attempts/voicemails etc in the Call Activity Notes (see section 8 how to create and edit a Call Activity) and amend the Task Category to record the outcome (see section 7)
- Salesperson is best to warm transfer to Collections team to re-instate the Direct Debit and make payment plan if that is the customers decision.(131976)
- Concurrently the collections team will commence BAU collection activity (i.e. will not delay by 2 working days as this would extend the collection journey and incur additional cost)
Before Sales contact the customer, they must check the FTP ticket in C4C for notes indicating recent customer contact – if contact has been established by a Collections agent and a conversation is ongoing, the salesperson should not attempt contact.
Before Collections contact the customer, they must also check the POA task in C4C and call activity for any notes from sales and delay contact any attempt accordingly.
Figure 1Task Category drop down list
2. If the Salesperson is unable to contact the Business within the 2 working day window
The salesperson must add notes to the task detailing the contact attempts, amend the Task Category to POA – Lost – Unable to Contact and close the task.
3. If the Salesperson successfully contacts the Business within the 2 working days but is unable to save the account
Add appropriate notes to the task, amend the category to POA – Lost – Declined to Pay and close the task.
4. If the Salesperson contacts the Business and successfully saves the account
- Avoid discussing or agreeing any waivers!
- Warm transfer the customer to the collections team on 131976 and exit the call.
- Add appropriate notes to the task, amend the category to one of the following categories and close the task.
4.1. POA – Saved – Debt Paid & Reinstated
Use this Category when you have successfully saved the account and the business-customer has agreed to pay their debt and reinstate their DD.
4.2. POA – Saved – Debt Only
Use this Category when you have successfully saved the account and the business-customer has agreed to settle their debt, but has declined to reinstate the DD.
5. Sales contact frequency
- Make no more than 3 call attempts per day
- Leave no more than 1 voicemail per day
- Call attempts should be staggered e.g. one in the morning and one in the afternoon/evening
6. Voicemail guidance:
Here is an example message as used by the Collections team:
"Hi (name), this is x from Yell... this is an urgent call regarding your account. Please call me on (number)"
- Do not refer to the specific details of any debt – your message may be heard by a receptionist/p.a. or other member of staff for whom awareness of the financial status of the business may not be appropriate.
- Do not refer to any potential impact on the business’ credit status or make reference to a Debt Collection agency, for the reason stated above, and also because any information you give may not be accurate.
7. Task Categories
The new task categories will appear in a drop-down in C4C list visible to Sales and Service
- POA – Cancelled (for TCS use only)
This category is NOT to be used by salesperson please!
- POA – Lost – Declined to Pay
Use this Category when you have successfully contacted the business-customer, but they have declined to settle their debt.
- POA – Lost – Unable to Contact
Use this Category when you have been unable to contact the business-customer
- POA – Saved – Debt Only
Use this Category when you have successfully saved the account and the business-customer has agreed to settle their debt, but has declined to reinstate the DD.
- POA – Saved – Debt Paid & Reinstated
Use this Category when you have successfully saved the account and the business-customer has agreed to pay their debt and reinstate their DD.
Note – At the end of collections journey TCS or Collections may amend the category if it was selected incorrectly.
8. Creating a Call Activity
You can either do this from the Ticket or from the Activity tab on the account in C4C
From the Activity tab in the Account - under Phone Calls - Click New
From the Ticket – click on the Activity tab – under phone calls click on the + sign
Add a subject – e.g., Collections Call
8.1. Set the Call Activity Status
To do this you first need to Save the Call activity - then click into Actions and set the status accordingly.
If you have completed a successful DPA check and spoken to customer, you can either leave the call activity status as In Process (Will auto complete in 3hrs) or you can set as Complete.
If you have not spoken to customer, set the status as Cancelled.
8.2. Adding a Participant to the call activity
Click into the phone call activity
Add new - Select the contact you have spoken to