Process Flow

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

TRUE

FALSE

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?

Offer Assistance

Problem Resolution

Review Account

Authenticate Your Caller's Identity

3.
Arrange according to the Process flow:

Identify the Caller / Greeting / Identify Yourself

Greeting / Identify Yourself / Identify the Caller

Greeting / Identify the Caller / Identify Yourself

4. My name is _______________.

Greeting

Identify Yourself

Identify Account

Authenticate Your Caller's Identity

5. For problem resolution, follow this saying:

"Embrace it and let it go"

"Fix it or find someone who can"

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

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

Confirm Account Information

Review Account

Problem Resolution

Authenticate Your Caller's Identity

7. Memo must contain the following info:

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

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

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

8. Thank you for calling Sprint Customer Finance Services.

Identify Caller

Closing

Greeting

Identify Account

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

Identify Account

Authenticate Your Caller's Identity

Review Account

Confirm Account Information

10.

Review Account / Offer Assistance / Problem Resolution

Review Account / Problem Resolution/ Offer Assistance

Offer Assistance / Review Account / Problem Resolution

11. Account MUST ALWAYS be reauthenticated for ALL warm transfers.

TRUE

FALSE

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

Confirm Account Information

Identify Account

Review Account

Authenticate the Caller

13. "Thank you for calling Sprint Customer Finance Services"

Verbatim Script

Suggested Script

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.

TRUE

FALSE

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

TRUE

FALSE

Process Flow

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

2.

What first name or nickname would you like us to use?

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?

3. Arrange according to the Process flow:

4. My name is _______________.

5. For problem resolution, follow this saying:

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

7. Memo must contain the following info:

8. Thank you for calling Sprint Customer Finance Services.

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

10.

11. Account MUST ALWAYS be reauthenticated for ALL warm transfers.

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

13. "Thank you for calling Sprint Customer Finance Services"

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.

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

3.
Arrange according to the Process flow: