Process Flow

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

Arrange according to the Process flow:

• Identify the Caller / Greeting / Identify Yourself

• Greeting / Identify Yourself / Identify the Caller

• Greeting / Identify the Caller / Identify Yourself

My name is _______________.

• Greeting

• Identify Yourself

• Identify Account

• Authenticate Your Caller's Identity

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"

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

• Confirm Account Information

• Review Account

• Problem Resolution

• Authenticate Your Caller's Identity

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

Thank you for calling Sprint Customer Finance Services.

• Identify Caller

• Closing

• Greeting

• Identify Account

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

• Identify Account

• Authenticate Your Caller's Identity

• Review Account

• Confirm Account Information

• Review Account / Offer Assistance / Problem Resolution

• Review Account / Problem Resolution/ Offer Assistance

• Offer Assistance / Review Account / Problem Resolution

Account MUST ALWAYS be reauthenticated for ALL warm transfers.

• TRUE

• FALSE

"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

"Thank you for calling Sprint Customer Finance Services"

• Verbatim Script

• Suggested Script

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

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

• TRUE

• FALSE