Process Flow

Thank you for calling Sprint Customer Finance Services.

• A.

  Identify Caller

• B.

  Closing

• C.

  Greeting

• D.

  Identify Account

My name is _______________.

• A.

  Greeting

• B.

  Identify Yourself

• C.

  Identify Account

• D.

  Authenticate Your Caller's Identity

"May I have the PIN or the answer to the Security Question on the account?"

• A.

  Confirm Account Information

• B.

  Identify Account

• C.

  Review Account

• D.

  Authenticate the Caller

"Are there any changes to your billing address or contact number?"

• A.

  Identify Account

• B.

  Authenticate Your Caller's Identity

• C.

  Review Account

• D.

  Confirm Account Information

Mr./Mrs. Customer, we're showing a total balance due of $xx. Mr./Mrs. Customer, may I assist you with making this payment over the phone today?

• A.

  Offer Assistance

• B.

  Problem Resolution

• C.

  Review Account

• D.

  Authenticate Your Caller's Identity

Check the account balance, Special Instructions, ASL indicator, etc.

• A.

  Confirm Account Information

• B.

  Review Account

• C.

  Problem Resolution

• D.

  Authenticate Your Caller's Identity

Arrange according to the Process flow:

• A.

  Identify the Caller / Greeting / Identify Yourself

• B.

  Greeting / Identify Yourself / Identify the Caller

• C.

  Greeting / Identify the Caller / Identify Yourself

• A.

  Review Account / Offer Assistance / Problem Resolution

• B.

  Review Account / Problem Resolution/ Offer Assistance

• C.

  Offer Assistance / Review Account / Problem Resolution

Memo must contain the following info:

• A.

  Account Owner's name, reason for calling, actions taken

• B.

  Caller's first name, reason for calling, actions taken

• C.

  Caller's complete name, reason for calling, actions taken

Account MUST ALWAYS be reauthenticated for ALL warm transfers.

• A.

  TRUE

• B.

  FALSE

If customer is not the account owner, verify both PIN & Q&A.

• A.

  TRUE

• B.

  FALSE

If customer's issue cannot be handled by Collections, help the customer by providing the telephone number of the department he/she should call, then end the call.

• A.

  TRUE

• B.

  FALSE

For problem resolution, follow this saying:

• A.

  "Embrace it and let it go"

• B.

  "Fix it or find someone who can"

• C.

  "Don't fix it if it ain't broken"

During closing, if customer has an additional issue, help by transferring to another agent.

• A.

  TRUE

• B.

  FALSE

"Thank you for calling Sprint Customer Finance Services"

• A.

  Verbatim Script

• B.

  Suggested Script