Process Flow
Answer questions regarding the Call / Process Flow of Collections
- 1.Thank you for calling Sprint Customer Finance Services.
- A.
Identify Caller
- B.
Closing
- C.
Greeting
- D.
Identify Account
- 2.My name is _______________.
- A.
Greeting
- B.
Identify Yourself
- C.
Identify Account
- D.
Authenticate Your Caller's Identity
- 3."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
- 4."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
- 5.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
- 6.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
- 7.
![Arrange according to the Process flow: - ProProfs]( "Arrange according to the Process flow:")
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
- 8.
![- ProProfs]()
- A.
Review Account / Offer Assistance / Problem Resolution
- B.
Review Account / Problem Resolution/ Offer Assistance
- C.
Offer Assistance / Review Account / Problem Resolution
- 9.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
- 10.Account MUST ALWAYS be reauthenticated for ALL warm transfers.
- A.
TRUE
- B.
FALSE
- 11.If customer is not the account owner, verify both PIN & Q&A.
- A.
TRUE
- B.
FALSE
- 12.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
- 13.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"
- 14.During closing, if customer has an additional issue, help by transferring to another agent.
- A.
TRUE
- B.
FALSE
- 15."Thank you for calling Sprint Customer Finance Services"
- A.
Verbatim Script
- B.
Suggested Script
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