Difficult customers, your performance is based of one call per week - Collections Agent Thames Water Employee Review

Difficult customers at times need bill explanations; your quality is assessed with one call per week that call with equal your quality for that week, if it was a particularly difficult customer it can be hard to achieve. Lots of information needs to be presented to each customer on each call which can be difficult for the agent and the customer who may not cooperate to hear or answer relevant questions.