CallFlow
Asking for YMM, last 4 of SSN or last 8 of VIN
What is 2 step verification?
Click on the blue door then ready for voice
What is Login?
We can search our customers info using this
What is VIN or acct number?
You find CCS here
What is P drive?
"This is an attempt to collect a debt any information obtained will be used for that purpose"
What is Mini Miranda?
Asking probing questions, paraphrase your customer
What is active listening?
This tab is used to review contract info
What is term?
Title held by CMS
What is paper title?
If you get an error message when opening CCS you do this
What is click OK/Yes/continue?
This button looks like a pause
What is hold?
You need to do this while on the call
What is the note?
You find the money here
What is trans hist?
On an electronic title this tells when our name was removed
What is state deleted date?
When doing a lease document you use this for lease number
What is the last 5 digits?
You find useful info on this tab, like citations, taxes, or other departments comments
What is notes?
We do this when your customer is due for payment or past due
What is a PTP?
The 5th button on the CTI toolbar used to explain situation before sending customer
What is warm transfer?
What is ODOM missing/error?
On a retail document you need this as customer number
What is the 7 middle digits?
"If I don't get an answer I have to release the line"
What is ghost call?
You must give your customer the number before this.
What is a transfer?
When it does not work, not even resetting tool bar, you do this...
What is delete cookies?
You click on this to see info on an Eelectronic title
What is action/print out?
If its an Infiniti customer, you use this as bank/branch on a retail document
What is 008/800?
You update this if your customer has 6 or less payments left
What is intentions?