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It doesn't matter which dept you are in because you WILL get the angry cust no matter what. As long as you are taking calls, there will be customers calling in to bitch you out. If you are in sales/billing dept, you can always pass it to other dept but if you get caught doing that, your sup will bring it up on your next coaching session. I had so many reps pass me the call because they couldn't deal with the angry cust.
With collections, you rarely call cust because they will call you. Most calls are pretty easy, all you have to do is just take proper payment arrangement. They will teach you when you get in. Every month you will be given 150 accounts to monitor plus you have to take calls. You will have 2 hours everyday to tackle those accounts. All you have to do is just suspend their cable and i bet you they will call back at the end of the day and you don't even have to cal them.
azzuro32, you WILL NOT get fired no matter what, unless you really fukd up big time. Every month you get a coaching session and your sup will give you a mark based on the calls recorded. This is how they assess your performance pay as well. After couple of months you should be collecting roughly $100K every month. The ppl there are super nice, they will give you pointers if you dont know how to handle angry cust.
If they call you back for the collections dept, be prepared to really know you past work experience because they will ask you some behavioral questions based on you work experience with examples. The interview process is a little bit different than sales/billing dept. They will give you scenarios and you have to analyze and how you would approach the cust in the shortest time possible.
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