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utilizing credit, homebuyer certification programs, and financial
planning. Petitioner plans to develop a program of services
after identifying the caller’s “short-term and long-term
financial goals.” Petitioner will tell callers that it provides
DMPs and these other programs to improve their overall “Credit
Profile”.
b. Telephone Call Center Script and Training Materials
Mr. Dennis attached to his response: (1) An “origination
script” to be used by petitioner’s employees who would operate a
telephone call center to screen potential DMP applicants; and (2)
a training manual.
The script spells out the DMP origination process to
prospective customers. Petitioner first tells callers that it
needs to ask them several questions before it can determine their
qualification for the DMP. It then asks if the caller is
employed, the type and amount of debts, and whether the debts are
current.
Next, petitioner explains that it is a “nonprofit
organization providing a free debt management program.”
Petitioner applies the qualifications for a DMP that the industry
and participating creditors establish. To qualify for a DMP,
petitioner tells callers that they must have at least $2,000 in
unsecured debts and at least two accounts with creditors
participating in petitioner’s DMP program. If a caller meets
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Last modified: March 27, 2008