Confessions of a Complaint-Free Zone!
More than 90 percent of consumers recognize the Better Business Bureau (BBB) Seal and know that it stands for trust and credibility. At AllianceOne, we are proud to be BBB Accredited and hold an A+ Rating. Not all companies can claim this, especially not businesses who work with consumers on repaying their debts.
We take every complaint seriously, and work to resolve each one in a timely manner. We follow formal policies and procedures for remediating any issues. This approach stems not only from the high regulations of our industry, but because it’s the right thing to do. AllianceOne’s collection services comply with all applicable federal, state and local laws and regulations including the Fair Debt Collection Practices Act (FDCPA). We ensure compliance through continuous staff training and development, as well as ongoing quality monitoring. But mostly, we maintain a low complaint ratio because we understand that the voice on the other end of the phone is just as human as we are, and together we can find a way to resolution.
While complaints are often associated with the collection of debt, we are proud to note that our complaint ratio is a low 0.001 percent. For perspective, AllianceOne agents participate in more than 3 million conversations annually with consumers. This is a lot of consumer touch points, but we strongly believe that Every Interaction Matters. We train our people to actively listen in order to understand each consumer’s unique circumstances. It takes commitment and effort from every team member to achieve this low ratio.
Contributed by: John Yanny