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PRI grew our business on the promise to our clients that we will get the cars that no other agents can find. We do this by hiring the best agents, training them more than any other repossession company trains their employees, and we focus on teaching the “Peaceful Resolution Integrity” method. This is how we approach every debtor and every situation no matter how we as a company or the agents are treated. We understand that debtors are the reason we all have careers and it is our goal to practice business with integrity as the foremost principle by which we act.
We started to move in this direction in 2010 with the idea of creating a position within our company in which this employee's duties are solely customer service in nature to help the debtor through the repossession process…from start to finish. This position, the “Debtor Liaison" is the most important tool we have in the industry. The “PRIDL” role will be to speak to the debtor within the first few hours of the repossession. The PRI Debtor Liaison will be the person they can vent to...the person they can confide in and ask whatever questions they want and will do so knowing they will not be judged or treated unfairly in any way. The DL will give them detailed instructions on the steps following the repossession...hopefully taking the stress and anxiety and anger out of the repossession process. Every step of the way the Debtor Liaison will help them through the days or weeks that come and even do a follow up after the car is redeemed or taken and sold at auction. This differentiates us from being just a well performing repossession agency to a company that is based on customer service above everything else. We understand the challenges our clients face every day with the variables and legal ramification that go with the decision to repossess a car. Our goal is to be a major player on improving our client’s image and being an example in the industry we all can be proud of. Awesome performance and even better customer service.
PSQI: This score will be listed at the bottom of this section and will be posted every month for our clients to see. The PRI Service Quality Index in addition to our repossession performance matrix. This score is generated as follows:
Payback Repo has contracted an outside surveying company that will call a predetermined number of customers who had their cars repossessed the prior month. The customer is asked one question. "How do you feel the agent, knowing it is their job to recover your collateral, and the office and liaison employee helped ease you through the repossession process?" They will have a choice of three answers: one being they were completely satisfied, somewhat satisfied, or unsatisfied. Only an answer of completely satisfied will count as a point and we will create a score on that percentage. The debtor will then have an opportunity to give any feedback and any negative score will receive a call from our Vice President and he will rectify the issue if any. To help cultivate this culture we give away thousands in bonuses and contests that are based on customer service. Please click on the next tab to see out current and rolling customer service statistics and please call us with any questions or comments.
Here we welcome clients and share our statistics and "real time brainstorming notes" from our monthly quality control board meetings. Nothing pretty here...nothing edited. We want our clients and customers to see and fell our thoughts as we brainstorm around the round table. We hope you enjoy being a part of this evolution of America's Finest Repossession Company.
Total random survey pool: 37
Total random survey pool: 29
Customer service employee of the month: Ralph Noel
Control meeting notes:
Ongoing focus on customer service and risk management
January 2012 understaffed
Began Federal level background checks on all employees, drivers, and yard personnel…working on "intelligent" model to improve our overall cycle
Received complaints regarding license plate process. Spoke with DMV and received permission to return plates when redemption is not a possibility. We began sending certified mail to all debtors including the option to pick up plates free of charge. Hoping this alleviates debtor frustration.
Property claims down to .04%
- Piloting release at scene of repossession. Minimum adjuster 2-step cr process.
- In Feb 2012 yard institution "double cr"
Shifting focus on risk management
People’s Court in NYC
We are moving the customer service liaison position to administrative assistant to the President and VP logistically
Set up optimum online to install customer service number
OCTOBER 2011 PILOT MONTH
Total repossessions: 401
Total random survey pool: 35
- Received a few comments regarding wait time for debtor redemptions
- Put an operational plan in place to manage and plan more efficiently to decrease wait duration and under promise and over deliver
*staff yes mentality promising too much then customers not happy with an unrealistic expectations also extended personal property storage to 90 days (was 30 as required by NY state law)
Customer Service Agent Award: Ralph Noel contact packet agent
Customer Service Staff Award: Kathy Montanino office supervisor
We enjoyed a profitable month but more importantly beta tested out customer service plan. Found a few key areas to improve and found the feedback all constructive.
Total repossessions: 411
Total random survey pool: 26
*key issues resolved and areas for improvement:*Debtor feedback found we are not handling phones properly:
- Wait time was too long and debtors complained about confusion
- Put plan in place to put an off-site customer service plan in place to guide debtors every step of the way from repossession to redemption.
- Very few write offs for minor damages *reserves are at a record low*
- Customer service hot-line established
Customer Service Agent Award: Javier Rodriguez contact packet and DRN agent
Customer Service Staff Award: Pattie Drasser PRI full-time Debtor Liaison
Full-time Debtor Liaison in place so we are expecting a jump all complaints handle by VP and Pres directly Ideas on the brainstorming table include an unsung hero award in the future of the month Initiate an unsung hero - an agent or employee that went above and beyond to service a debtor
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