Campaign Calls
What are the 2 types of campaign calls?
REL & SVC
What are REL calls?
sales calls
What are SVC calls?
service calls
What do you do if a client does not consent to being on a recorded line?
end the call immediately
What must you do prior to disclosing an account information over the phone?
authenticate the client
Where do you initiate a campaign call?
Can you activate a credit card over the phone with a client on out outbound REL call?
no, you may never activate a credit card over the phone
What are 2 examples of SVC calls?
Frequent FC Visitor No Digital
ACS Welcome
PR Eligible + No Card
PR Eligible
Do i use the may i call tab on the top of the client profile to make a campaign call?
no> blue may i call once campaign is selected
When leaving a voicemail or message during an outbound call, what number do you provide?
client facing number
What do you mark once you have successfully reach the client, client has asked to not be contacted, or you've called twice in one week?
completed
What must an associate do prior to completing outbound REL calls?
pass certification
Can i add items to a clients DAS during a SVC call?
yes-
When clients ask questions about specific products or solutions, answer client questions and ask permission to add solutions to SIL.
How must outbound calls be placed?
What do i do if i client requests a privacy choice opt out over the phone?
transfer to PCU, direct to the website, enter request in call wrap up screen of may i call
How many times can a client be proactively contacted within a 2 week period?
3 times
Give an example of 2 REL calls you can make
Life Plan Everyday Banking
PR elgibile
PR eligible + no card
REL PRB_Merchant Opportunity
Can i perform an address change on a SVC call?
yes, once client is fully authenticated
May I Call?
Role play a May i Call scenario!
Thank you. Could you please let "customer name" know that I called. My name is Abbigail Chapman , I am the <<Role>> calling from Bank of America at City Gate Marketplace Financial Center. Please ask her/him to call me back at (480) 372-2937. Thank you and have a great day.
What are the 3 call status outcomes you can disposition in campaign calls?
Can i add items to a client DAS during a REL call?
YES!
Why would you use a SVC call?
Service (SVC) calls focus on:
• Existing Bank of America products and services
• Ensuring client has a good understanding of their Bank of America relationship
• Demonstrating excellent service
Where do you update your physical & client facing number?
MIC central> phone settings
The following regulatory activities MUST be performed on every call:
Always state that the calls are being made on a recorded line.
For every call, the caller must provide his/her: name, Bank of America, financial center