DMBM510300 - Customer contact and data security: telephone contact: contents

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  1. DMBM510310
    Why do we use the telephone for customer contact?
  2. DMBM510320
    Telephone technique: contents
  3. DMBM510900
    Customer is driving
  4. DMBM510910
    Customer becomes unconscious or unresponsive
  5. DMBM510920
    Situations where the customer may be unable to speak on the telephone with you
  6. DMBM510930
    Calls outside office hours
  7. DMBM510940
    Calls to and from other offices
  8. DMBM510950
    Calls from third parties
  9. DMBM510960
    Calls from voluntary organisations or CAB
  10. DMBM510970
    Bogus callers
  11. DMBM510980
    Noting the record after a telephone call
  12. DMBM511000
    Recording of telephone calls for quality monitoring purposes: contents
  13. DMBM511100
    Terminating the call
  14. DMBM511130
    Field Force / Distraint using the phone whilst out on call
  15. DMBM511190
    Customer wants to check we are calling from HMRC
  16. DMBM511200
    Answering machines
  17. DMBM511210
    Customer phones to change personal details
  18. DMBM511220
    The Bigword - interpretation service for non English speaking customers