Refresher
DPA Awareness Quiz
Test your knowledge on Data Protection Act (DPA) compliance and customer interaction protocols with our engaging quiz. Improve your understanding of essential practices to ensure the security and confidentiality of customer information.
Key areas covered:
- Understanding DPA requirements
- Appropriate handling of customer information
- Effective communication strategies
How many forms of DPA do we need to talk to a customer?
3 lots of DPA
2 lots of DPA
Just the name and address
DPA? Whats that?
What counts as DPA?
Name, first line of address and post code
Name, full address including postcode, what they had for dinner
Name, full address including postcode, when their last payment was
WHEN do we pause a recording?
As soon as the customer agrees to pay
Before the customer starts to disclose their card information
After they have started to tell me their card details
At the end of the call
What button pauses the recording?
0%
0
0%
0
0%
0
When should we ask for a full payment?
Only when customer says they can afford it
Never
Every collections call
When should we ask about a customers financial situation?
Never, its none of our business
Every call we have
If the customer refuses to pay/cant pay
When they tell us they are minted
Where do we signpost for those suffering financially?
Job Centre
StepChange
Samaritans
MIND
Which of these probing questions are worded correctly?
"if you cant pay, why? Is it that you just dont want to?"
"I understand times are tough currently. Can we speak more openly about your financial position? This may help us and you"
"tell me why you cant afford to pay in full please?"
"are you working currently? If not, have you tried to ask for help?"
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