Here are the main points that service agents should understand about A.R.T and Collections.
When a client needs to speak with Collections should we transfer to Collections or A.R.T?
Answer: Clients who need to speak with collections should reach out to the A.R.T. department they will still get the assistance that they need but it may be faster.
Are agents able to take payments for clients in Collections?
Answer: Yes, agents can take payment for clients that are in Collections. After the payment is taken the agent should send an email to collection@scramsystems.com.
What is the amount that a client will pay for a deductible if the device is lost/stolen/damaged? Answer: There is not a specific amount that a Service agent can quote the client. This is based on several factors that Collections will review. We can provide the client is an estimate.
Deductible: $100-$800. The average is $250 (This varies, and it is important to make sure that the client understands this.)
Total system replacement value: $1200-$2000+ (The client must understand that it can be more than $2000. It depends on the system that your client is leasing.)
What should we do if a client is looking to schedule removal but has a previous balance?
Answer: We should advise the client of the balance that they owe. If they are unable to make this payment in full, we should try to get the client over to A.R.T. We cannot refuse to schedule a removal for a client who is approved to remove by the monitoring authority. In the case that the client refuses to speak with A.R.T the client can be scheduled for removal, and they must pay the Removal fee. The remaining balance will be turned over to A.R.T for further action.
Things to keep in mind when speaking to clients who need assistance from A.R.T or have accounts in Collections.
We should not use the term “Settlement” with our clients in the Service department. A settlement conversation is something that Collections and A.R.T handle and settlement should not be mentioned. We should be advising the client that they can work with A.R.T and they will be provided with the available options.
A.R.T doesn’t dispute charges. This means that disputing double charges, reset fees, missed appointment fees, etc. should not be transferred to A.R.T. There is a difference between your client trying to dispute charges and trying to request a payment arrangement.
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