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Debt Settlement Script

This document contains a script for a call center representative conducting an outbound call regarding a debt settlement program. The script guides the representative to qualify the caller by confirming they have over $15,000 in unsecured debt, are employed, within 3 months of being behind on payments, have not filed for bankruptcy in the last 5 years, and are able to make monthly payments of $250-300. It also states the representative should never transfer the call if the caller is not available to speak for 10-15 minutes or is not in a clear state of mind.

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khalid khan
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3K views3 pages

Debt Settlement Script

This document contains a script for a call center representative conducting an outbound call regarding a debt settlement program. The script guides the representative to qualify the caller by confirming they have over $15,000 in unsecured debt, are employed, within 3 months of being behind on payments, have not filed for bankruptcy in the last 5 years, and are able to make monthly payments of $250-300. It also states the representative should never transfer the call if the caller is not available to speak for 10-15 minutes or is not in a clear state of mind.

Uploaded by

khalid khan
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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CALL CENTER DEBT SETTLEMENT SCRIPT

My name is --------------- with debt settlement center.


I am calling regarding your recent inquiry about debt settlement program.
Well, we are running a nationwide campaign to help people who have unsecured debts more
than $15000 in credit cards, line of credit or personal loan. We reduce the total debt amount
50% and also freeze the interest rate, and there is no upfront fees or hidden charges involved
in this program, also you are no way committed over this call.

1) Do you have any unsecured debts? IT HAS TO BE YES

2) Will your unsecured debt be more than $15000? IT HAS TO BE YES


if no (end call) if yes (proceed)

3) Could you please help me with an approximate amount?


IT HAS TO BE OVER 15, OOO IN CREDIT CARD OR UNSECURED DEBT LIKE PERSONAL LOAN 4)

Are you employed; self-employed?

EITHER WOULD WORK HAS TO BE YES IF NO END THE CALL

Should have a source of income


IF YES PROCEED IF NO END THE CALL
5) 4-Are you upto 3 months behind on your payments? YES (Proceed), NO (End Call) caller suppose
to be only 3 months behind on payment if its more than 3 months doesnt qualify for this
program.
if caller is more than 3 months behind on payment DO NOT PROCEED END THE CALL

6) IF YES PROCEED IF NO END THE CALL


Consumer must have some hardship or be in arrears on their payments 7)

Have you filed for bankruptcy in the last 5 years?

IF NO PROCEED IF YES END THE CALL

8) Are you in any kind of debt settlement program?


No (Proceed), Yes (End Call)

9) After meeting your basic needs, are you able to afford a minimum monthly payment of
$250-$300 per month towards your debt program? if yes (Proceed), No (End Call)

8– ALSO DO YOU HAVE 10-15 MINUTES TO TALK TO LICENCED ADVISOR (MUST BE YES)

NEVER TRANSFER WHEN: Customers is not in their sense or can’t speak clear

NEVER TRANSFER WHEN: Customers does not have time to talk with licensed agent

NEVER TRANSFER WHEN: Customers are not ready to talk, they are not available or they are
at work, busy. DON’T say it will take only 1 or 2 minutes. They need min 10 to 15 minutes.

Ok great!

Please do not disconnect, am going to transfer your call to our debt specialist, it won't take
more than 30 secs, is that fine?
Thank you
Make blind transfer (DON’T INTRODUCE CALLER, JUST LEAVE AS SOON IT CONNECTED)

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