LeasePlan: Introduction, Call Standards and Vulnerability


Stephen Molden

Process: Establish, Document, Learn, Train and Coach.


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The session 'Recognising Vulnerability' outlines the process collections agents should follow when they believe a customer is vulnerable, either financially, or due to health or communication issues.

LeasePlan have introduced system changes to their CMS, Tallyman that allow the recognition of potential vulnerability to be captured and logged, these cases to be reviewed, and certain actions to be taken on the account.

The following material describes this process.

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