Process Flow

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1. During closing, if customer has an additional issue, help by transferring to another agent.
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Process Flow - Quiz

Answer questions regarding the Call / Process Flow of Collections

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2. 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?
Submit
3.
Arrange according to the Process flow:
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4. My name is _______________.
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5. For problem resolution, follow this saying:
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6. Check the account balance, Special Instructions, ASL indicator, etc.
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7. Memo must contain the following info:
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8. Thank you for calling Sprint Customer Finance Services.
Submit
9. "Are there any changes to your billing address or contact number?"
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10.
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11. Account MUST ALWAYS be reauthenticated for ALL warm transfers.
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12. "May I have the PIN or the answer to the Security Question on the account?"
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13. "Thank you for calling Sprint Customer Finance Services"
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14. 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.
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15. If customer is not the account owner, verify both PIN & Q&A.
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Quiz Review Timeline (Updated): Dec 14, 2012 +

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  • Current Version
  • Dec 14, 2012
    Quiz Edited by
    ProProfs Editorial Team
  • Jan 06, 2009
    Quiz Created by
    Eydie
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During closing, if customer has an additional issue, help by...
Mr./Mrs. Customer, we're showing a total balance due of $xx. Mr./Mrs....
Arrange according to the Process flow:
My name is _______________.
For problem resolution, follow this saying:
Check the account balance, Special Instructions, ASL indicator, etc.
Memo must contain the following info:
Thank you for calling Sprint Customer Finance Services.
"Are there any changes to your billing address or contact number?"
Account MUST ALWAYS be reauthenticated for ALL warm transfers.
"May I have the PIN or the answer to the Security Question on the...
"Thank you for calling Sprint Customer Finance Services"
If customer's issue cannot be handled by Collections, help the...
If customer is not the account owner, verify both PIN & Q&A.
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