Tech & Ops Learning Center

Represent Cricket Debt as the best-in-service provider of credit counseling in the industry. Understand what we do and why we do it, and deliver timely, accurate, and professional service, with a smile, to every client, at each and every contact.

Complaint Process

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Customer Complaint Process 

 

  • Any and all complaints received by a counselor must immediately be escalated to management (OM).  If there isn’t any manager available,  send an action email with detailed information about the complaint and the client’s contact information. If it is an urgent matter,  text OM directly.
  • If the complaint involves a counselor, the call needs to be dealt with directly by a manager.  The manager or Lance will either instruct you to transfer the call to the Parking Lot or have you record the caller’s contact information.
  • Managers will escalate all complaints received to Lance in writing.
  • The call recording will be pulled and reviewed, and any needed follow up with the customer and/or counselor will be completed.
  • If the complaint warrants it, disciplinary action will be taken, up to or including termination of employment.

 

Keep in mind that we take customer complaints very seriously.  Failure to escalate a complaint will result in disciplinary action up to or including termination of employment.

 

 

 

Quick Links
Bria Queues


6500 – Attorney
6501 – CD Telephone
6502 – CD Counseling
6503 – CD Customer Service
6504 – CD Spanish
6505 – SSF Customer Service
6506 – SSF Spanish
6507 – SSF Attorney
6508 – CD Disclosures
6509 – CD Spanish Disclosures
6510 – CD On Demand Recorded Counseling
6511 – SSF On Demand Recorded Counseling
6512 – SSF Disclosures
6513 – SSF Spanish Disclosures
6526 – OD Follow Up
6600 – Parking Lot

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