Debt Sale and Compliance Stream at CCR-interactive

1. Proprietary & Confidential, CallMiner Inc.
1
Compliance Measurement & Evidence
Chris Thomas – UK Director

2. Proprietary & Confidential, CallMiner Inc.
2
HOW DO YOU MEASURE TCF?
RIGHT PARTY CONTACT PRODUCT AFFORDABILITY PROBING QUESTIONS ADVOCACY VULNERABILITY
“..take your
address..”
“..date of birth”
“..your postcode”
“..national
insurance number..”
PRODUCT A:
• Feature 1
• Feature 2
• Feature 3
• Disclosure 1
• Disclosure 2
“ability to pay”
“regular salary”
“affordable
repayments”
“meet payment
commitments”
“homeowner or
rented”
“married,..children”
“…do for a living”
“retirement plans”
“my advice would
be…”
“the best thing for
you is…”
“can I suggest…
“its very stressfull”
“I’ve lost my job”
“been having
problems”
“…family illness”
Identification
checked
+10 points
Product features
and disclosures
properly identified
+30 points
Affordability
discussion
+20 points
Probing questions
didn’t follow
‘affordability’
within 30 seconds
-20 points
No inappropriate
advocacy detected
+10 points
Customer
vulnerability
identified
-50 points
Overall TCF Score = 0 points
High Risk Transaction Identified

3. Proprietary & Confidential, CallMiner Inc.
TEAM SCORECARD

4. Proprietary & Confidential, CallMiner Inc.Proprietary and Confidential, CallMiner Inc.
WHAT DOES GOOD LOOK LIKE?

5. Proprietary & Confidential, CallMiner Inc.
5
CALLMINER OVERVIEW
 Search, analyze, discover
 Conduct root-cause analysis
 Configure categories & scores
 Supervisor/agent portals
 Direct performance feedback
 Aggregated view of all KPIs
 Real-time monitoring, alerting
 Agent next-best-action guide
 Supervisor command post