For sales agent Frank Parry, taking abuse is just part of his daily life. Working for one of the biggest claims management companies in Britain, he spends his days cold-calling strangers to convince them to check whether they were ever mis-sold Payment Protection Insurance (PPI).
He is tasked with making sure that at least thirty customers per month send back their paperwork, in order to earn a bonus on top of his basic salary. It also documents the daily abuse, and even threats, that Frank receives from the public merely for doing his job and how he actually feels about it. The company also faces a huge scandal when one of Frank’s colleagues takes offence to the abuse he receives from somebody over the phone and takes matters into his own hands in a violent manner.
Frank’s recently published diaries show exactly what goes on behind the scenes at one of those PPI companies that the public hate getting calls from. They also show anyone who reads them whether they themselves may be eligible to make a claim before the deadline in August 2019.