mark caldicott - a review of the tatoc consumer helpline
DESCRIPTION
TATOC Consumer Helpline manager Mark Caldicott takes you through the facts and figures from the Helpline in 2013. There is good news as many of the statistics show a decrease however, many resorts are still not telling their owners about cold calling and possible scams.TRANSCRIPT
TATOC Annual Conference 2014 – Together We Can
Annual Conference 2014
Celebrating 25 Years
Annual Conference 2014
Mark CaldicottTATOC Consumer Helpline Manager
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Meet the ambassadors
QUESTION
How many delegates went away from last year’s conference remembering the five golden words:
DON’T DEAL WITH COLD CALLERS?
And if you did, did you pass the message on?
I’ll leave it at that!
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Meet the ambassadors
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Consumer Contact 2013
6075
1216
7291
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
CASE TYPE Number of Enquiries 2013 Number of Complaints 2013
Resale General 1480 0
Resale Specific 370 277
Sales & Marketing non- timeshare 9 39
Sales & Marketing timeshare 28 54
Bonus Weeks 37 28
Timeshare Resort, Points or Club 83 9
Legal 194 33
Timeshare Exchange 6 2
Exit Route 132 14
Maintenance Fees 86 7
Takeover 55 50
Rental 5 2
Unsolicited Calls 3 16
Business Call 0 0
Foreign Language 8 0
Cash Back Failure 5 6
Miscellaneous 7 0
TOTAL 2508 537
Call and Email Analysis
TATOC Annual Conference 2014 – Together We Can
Enquiries - 16%
Celebrating 25 Years
Timeshare Resale
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Cold Calling Resale
Companies
Enquiries – 36%
Complaints - 30%
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Exit Routes
Enquiries – 20%
Complaints - 26%
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Take Over Offer
Enquiries – 21%
Complaints – no change
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Cold Calling
Bogus Legal Firms
Enquiries – 30%
Complaints - 37%
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Money Reported Lost To
The Helpline - 2013
Reported lost TATOC Information
Rogue Resale Companies £ 329,240 £ 263,785 Sales & Marketing Non Timeshare £ 327,809 £ 267,574Sales & Marketing Timeshare £ 228,460 £ 164,203Takeover Offers £ 197,493 £ 179,381Bogus Legal Firms £ 56,704 £ 27,233Bonus Week Offers £ 10,871 £ 8,574Rental £ 400 £ 400
£ 1,170,971 £ 911,150
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
TATOC able to help78% or
2 out of 3Get their money back
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Potential Money
TATOC Saved Consumers
Rogue Resale Companies £ 1,740,000
Takeover Offers £ 197,492
Bogus Legal Firms £ 333,350
Bonus Week Offers £ 14,365
Rental £ 1,000
£ 2,286,207
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
£3,197,357
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
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TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
www.tatocconsumerhelpline.eu
What’s Ahead?
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
www.tatocconsumerhelpline.eu
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
TATOC Annual Conference 2014 – Together We Can
Celebrating 25 Years
Thank you Any Questions?