PERSONAL PER CALL PLAN
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•
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a.
b.
c.
d.
Good morning/afternoon, may I please speak to Mr/Mrs/Miss/Dr…? My name is Simphiwe. I’m calling from Absa regarding your
Vehicle Finance Account.
Please note that this call is recorded for quality and security purposes and that Absa is a Registered Credit Provider
To ensure that I’m speaking to the correct customer, may I please verify 4 thing with you?
Make and model
Date of birth
How account is paid
Last payment made
Establish Reason for arrears and non-payment
Willing and
willing to pay
Unwilling and
able
Willing but unable
1.Human Error
1.Disputes Errors
1.Having genuine
financial problems
2.System Error
2.Expresses
genuine
dissatisfaction
3.Noknowledge
2.Acknoeledges
debt and genuine
desire to
Unwilling and
Unable
1.Does not
responsible calls
2.Rude when
s/he does
3.Think is
untouchable
1.Empathize
collect
1.Apologize
1.Empethize
2.Empathize
2.Explain how this
affects our plan
3.Promise to fix
the problem
2.Tell interest will be
charged
2.Credit record will be
affected
3.Relationship with all F.Ps
will be affected
Collect
1.100% IMMIDIETELY
2. 15% NOW, 50% ON ISNTALMENT DATE, 20% NEXT MONTH
3. 10% NOW, 30% ON I.D… 30% NEXT MONTH. 30% THE FOLL
4. Restructuring
5. Divide by 3
BOTOM LINE WE CANNOT HAVE AN UNPAID ACCOUNT WITH NO
ARRANGEMENT TO PAY IT
Please note that Absa is legally required to give an
update of your credit record to the credit bureau,
and missed or late payments will affect this record
4.Account will be
transferred to legal