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Contents

Official guidance
Debt Management and Banking Manual

DMBM510320 · Customer contact and data security: telephone contact: telephone technique

  • DMBM510325 · Professional Debt Recovery Skills (PDRS)
  • DMBM510330 · Opening and closing the call
  • DMBM510340 · Giving your name
  • DMBM510350 · Managing the call
  • DMBM510360 · Telephone do’s and don’ts
  • DMBM510370 · Inbound calls
  • DMBM510380 · Outbound calls
  • DMBM510390 · Questioning techniques
  • DMBM510400 · Compulsory verification checks
  • DMBM510420 · How to deal with angry and abusive callers
  • DMBM510430 · Customer contact and data security: telephone contact: sensitive call handling: contents
  1. Customer contact and data security: telephone contact: telephone technique: contents
  2. Customer contact and data security: telephone contact: telephone technique: compulsory verification checks

DMBM510400 | Customer contact and data security: telephone contact: telephone technique: compulsory verification checks

From HM Revenue & Customs · Debt Management and Banking Manual

Some content of this manual is being considered for archiving. If there is content you use regularly, please email [email protected] to let us know as soon as possible.

For full details on verification checks, see DMBM512800.

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