Call Baiting

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Collectors place calls to consumer accounts which when answered, sound, and at times interact like a live person. Due to the responses and interactions, agents believe that they are speaking to the consumer or live third party, when in fact the interaction is with a “pre-recorded interactive message” or automated “ROBOT”. These pre-recorded interactive messages and automated ROBOTS simulate various “real life” interactions. Once the call is answered and the interaction begins, it takes a few seconds / minutes to identify that there is not a live person on the line. NCI collectors take the following steps when identifying, and documenting an account when the call is forwarded, and answered by a “pre-recorded interactive message” or “ROBOT”.

 

Outbound Call

When attempts to complete the verification are exhausted, the collector uses the below to assist in determining whether or not the interaction is not  with a live party

  • The call exceeds 90 seconds with no substantive interaction, or
  • The party provides responses that are not related to verification, or
  • The party evades questions with unusual, unrelated responses that suggest the use of automated ROBOTS or interactive pre-recorded message Prior to disconnecting the phone call the collector first uses the following script.

Collector: “I will need you to please state your first and last name in order for me to continue with this call.”(Wait for a response)

Collector: “Since you are not able to provide me with your first and last name, I will now be disconnecting this call. Thank You”

Inbound Call

When attempts to complete the verification are exhausted, the collector uses the below to assist in determining whether or not the interaction is not with a live party

  • The call exceeds 90 seconds with no substantive interaction, or
  • The party provides responses that are not related to verification, or
  • The party evades questions with unusual, unrelated responses that suggest the use of automated “robots” or interactive “pre-recorded message” Prior to ending the phone call the collector uses the following script.

Collector: “I will need you to please state your first and last name in order for me to continue with this call.” (Wait for a response)

Collector: “Since you are not able to provide me with your first and last name, I will now be disconnecting this call. Thank You”

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