Signalball Solutions

Recovery desk operator console

Signalball Solutions
Recovery desk
—Operator

The book

The letter goes out; most people do nothing. These are the ones to ring, and how long the desk waits first.

Pick an account from the book

The stage opens with the balance, the negotiating room, and the live transcript.

Account

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Balance outstanding

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Case file

Notice of assignment & formal demand

Send this letter
Elapsed 00:00

Idle — the line is not open.

Negotiating room

Drawn to scale between the full balance and the deepest settlement this desk may authorise.

Transcript

CustomerAgent

The transcript fills in as the call runs.

Desk activity

Every lookup, offer and commitment the agent makes lands here.

Call wrap-up

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Who could be calling

Choose the protocol you want to rehearse, then who you are playing — or answer cold as a stranger. Nothing here reaches the agent.

The line they ring

The inbound line

The demand letter carries a phone number, so people call it back. The agent answers knowing nothing — not who is on the line, not which case, not whether they are the customer at all. It names no subject until it has earned the right to.

Open a protocol on the left — legal or B2C — then pick a caller to see the details the agent will ask you for.

Or answer cold — an unidentified caller is a real call too, and the agent should handle it the same way.

You are playing

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Case reference

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What the agent will ask you for

0 of 2 checks given

    Tick each detail as you say it aloud. Two beyond the name is what opens the file — but the agent decides that from the conversation, not from this panel.

    Elapsed 00:00

    Idle — the line is not open.

    Who is on the line

    Caller unknown
    1. IdentifyCase reference from the notice, or the name
    2. VerifyTwo details beyond the name they volunteered
    3. Open the fileNothing is disclosed before this

    Answer the line to start. The agent greets, names no subject, and waits.

    Account

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    Balance outstanding

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    Case file

    Notice of assignment & formal demand

    Negotiating room

    Drawn to scale once the file is open. It redraws against the tighter band if the caller turns out to be counsel.

    Transcript

    CallerAgent

    Answer the line to start. The agent greets, then listens.

    Desk activity

    Identification, the disclosure gate, and everything agreed lands here.

    Call wrap-up

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    What the agent knows

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    Desk standards

    How this desk collects

    The rules the agent runs under, and the discount authority it holds without a supervisor.

    Discount authority

    On the legal track the single-settlement ceiling is 30% and the hardship band does not apply — counsel is negotiating the file, not pleading circumstances.

    Inbound — a debtor rings the number on the notice

    1. Answer neutrally. The administrative and case management service. No “debt”, no “collection”, no amount, no supplier — not one word of the subject until they are identified and verified. They may be at work, on speakerphone, or holding a letter a neighbour opened.
    2. Identify. The case reference printed on the notice, or the surname and first name. Two files under one surname means asking for the reference, never guessing.
    3. Verify properly. They volunteered the name to get this far, so it proves nothing. Two further details from the record — town, postcode, street, or the original supplier. The agent never confirms a detail back.
    4. Open the file. Who the account was with, that GREN holds it now, the total said once, the bills behind it, and what has already been sent to them.
    5. Settle, structure, or suspend. A discounted settlement with the paperwork sent while they are on the line; or a plan with a down payment and a fixed monthly date; or — the moment the balance is challenged — collection stops and the case is suspended.
    6. Recap and confirm. Amount, date, method, read back and agreed. Then in writing, with the identity document request and the two forms that follow.

    Inbound — a law firm rings instead

    1. The mandate gate. Nothing about the case reaches a lawyer without the signed power of attorney. Not a letterhead, not “I act for Mr X”. Where the file has joint debtors or a guarantor, it must name each of them.
    2. Formal register. Precise figures, precise dates, no collections softeners — and no bluffing a legal point. State what the file shows; never argue the law.
    3. The merits. Principal, interest and costs separately; the contract, the notices, the channel each went on and whether delivery is evidenced; where the limitation period stands.
    4. A formal objection ends the negotiation. Limitation, a procedural defect, a disputed signature — recorded in counsel’s own words, the case suspended, the file to the legal department. Neither argued nor conceded.
    5. Hold with an expiry. A standstill states the working days and the date it lapses.
    6. The release letter follows the money, never the agreement.

    Wrap-up codes

    Mandatory on every call, including the ones where nothing was agreed. The code is what the servicing platform files the call under; the outcome bucket is what the fund is reported on.

    Conduct — these override every collection objective

    1. Right party first. No balance, no supplier, not even the existence of a debt, until identity is verified. Never leave detail on a voicemail or with anyone else.
    2. No pressure, no threats, no fiction. No court, bailiffs, seizure or credit damage. No invented deadlines or expiring discounts.
    3. Dispute beats collection. The moment a balance is challenged, collection stops and the dispute is logged.
    4. Hardship beats target. Illness, bereavement, redundancy or confusion switches the account to the forbearance path.
    5. “Stop calling” is final. Suppressed immediately, confirmed warmly, no second ask.
    6. Affordability is real. A small instalment somebody keeps beats a large one that breaks.
    7. Accuracy. Every figure spoken aloud comes from a tool result on that call. Nothing is estimated.
    8. Data. One account, one verified person, handled under GDPR and the GREN privacy policy.
    9. Identity. If asked, the agent confirms it is an AI assistant, that the call may be recorded, and that a human colleague is available.
    10. References come from the system. Plan, settlement and dispute references are read back exactly as issued.

    The offer ladder

    1. Full balance today — asked for once, calmly.
    2. Discounted single settlement, framed in euros saved, not percentages.
    3. Short plan over 3 or 6 months at a smaller discount.
    4. Longer plan up to 12 months at the lowest discount.
    5. A token affordable amount, where that is genuinely the ceiling.

    One rung at a time. Never open at the floor, never stack two offers in a breath.