Callflow Framework
Summarizing the client's question/concern back to them.
What is to identify, repeat, and confirm the issue?
Stating the client's name at the introduction of the call.
What is verifying the client's identity?
This feature of Salesforce gives agent's a preview of upcoming transactions in a client's program i.e. Deposits, Payments, Fees, etc.
What is the ledger?
This case should be opened when the client requests to make changes to an upcoming deposit.
What is a deposit change case?
Effectively communicating to the client any relevant expectations, timelines, and impacts/implications associated with a client's program.
What is managing/setting expectations?
The ability to understand and share the feelings of another person.
What is empathy?
This resource can be cross-referenced to confirm deposit changes, provide more detail regarding specific transactions, and has a feature available to clients to monitor each credit and debit in their account.
What is CFT?
The client's CFT is blocked after multiple failed deposit attempts, there are currently no cases open in the program to address this. The agent would open this case to resolve the client's deposit issue.
What is a Bank Account Change case?
This step of the Call Flow Framework would assist an agent in gaining more context/clarity regarding a client's question or concern.
What is Step 2, Probing Questions?
The act of removing someone's doubts or fears.
What is reassurance?
This resource provides agents with helpful guidance on various program topics, procedures, and best practices that should be referenced before reaching out for further assistance.
What is the CSD Help Center?
The client calls in to defer a deposit but it is already in transit. This case would be most appropriate to open to return the client's funds once the deposit is completed.
What is a Withdrawal Case?
Confirming what changes have been to the client's program to avoid errors or misunderstandings.
What is Recapping Solutions?
What is avoiding dead air?
Here agents can find notes/recaps on their 1-on-1 coaching sessions as well as MTD bonus eligibility
What is Observe.AI?
This case should be opened when a client requests to remove BLP.
What is a Bizops Request case?
The agent created a Deposit Change case to schedule a make-up deposit and informed the client that they could also schedule one-time deposits through the client dashboard. Which steps did they demonstrate?
What are Step 3 and Step 4, Resolving the Issue and Advising of Self-Service Options?
Conveying a speaker's attitude through the use of pitch and volume when communicating.
What is tone?
Beyond's digital home base designed to help you connect with other employees and discover what's happening across the company
What is The Loop?
The client calls in to report they have confirmed one of their accounts is in active garnishment. This case would be most appropriate to open.
What is a Remove Tradeline case?