Telephone Monitor

Date:

Collector: Time: Account #:

Criterion: Properly identified the debtor or used standard inbound greeting Properly identified self, RRS, and creditor Asked how the debtor found out about the debt (if inbound) Gave firm demand for the balance Explained charges thoroughly and competently in a short time Identified possible legitimate problems with SODA Employed any processes for correction of above Properly transitioned to discussion of payment Obtained Full and Complete Information 2 Phone #s Current physical address Job, property, bank, spouse Information for Responsibles/Cosignors Correctly offered 3 options for repayment as prescribed by call model Switch call obtained if necessary Obtained urgency OR set up follow up time/date Documented and statused properly Lettered if necessary Used good articulation Spoke slowly and clearly Used professional vocabulary and tone of voice Spoke in the imperative (You will need I'll have to have, etc) Used clear thinking/analytical skills Exhibited good phone presence Observed FDCPA Observed state regulations Comments:

Achieved Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y Y N N N N N N N N N N N N N N N N N

Y Y Y Y Y Y Y

N N N N N N N