Call centres and TransUnion

Ok, so I needed to call TransUnion to confirm something for a client today. Guess what...the two people didn't know what an R7 is. One woman had to look it up, and her manager couldn't tell me what it would do to your credit score when I stated playing with him and asking him questions to find out about his level of knowledge.

Currently, there is a lot of bad information online about how an R7 will effect your credit score and how long it lasts on your credit report. Going to both Equifax and TransUnion websites you can see that they last for 3 and 2 years after you have completed payment of a debt whilst on a debt management program.

Some people though are getting mixed up with information bleeding up from the states, and companies pushing bankruptcy are telling clients that R7s are just as bad as an R9... which is totally not true. How can paying your debt off be the same as writing most of it off?

Anyway, back to my original point, getting to speak to someone at these offices is a nightmare. The number I called for TransUnion ended up in a call center located in India. This really isn't a problem for me as long as they have two key things:

1. Can they speak English or French to a good standard?
2. Have excellent product knowledge.

This particularly call center had none of the above and the fact that the first person I spoke with had to look up what an R7 is tells me that they are probably supporting multiple companies and have a digital knowledge base that gives them the basic level of information they need.

Finally after we figured out that the guy could not answer my questions and confessed to being in India he transferred my call to Ontario..... where I had to leave a message in the hope that someone will get back to me.

I'll post an update soon.

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