Call Flow
Let me see what I can do, do you mind if I ask you a few questions?
What is a transition?
UB/UC
What is Update Buyer/ Update Cobuyer?
The Amount of calls to a Customer a day
What is two calls?
Frequency to call PH #s
What is every 14 days?
"Kachow!"
What is Cars?
Open, Facts, Negotiations, Close
What are the steps of the Call Flow?
AC
What is All Contacts?
Retail installment contract
What is the type of contract?
Frequency to Call Autho
What is every 7 days?
"Say 'Hello' to my little friend!"
What is Scarface?
"How short of the balance and what is your plan to get current?" Then place the customer on hold
What is transition to negotiations?
Note Filter
What is NF?
First, Last w/suffix, Company, your name, last 4 inbound, call is recorded, mini miranda
What are the 6 points of compliance?
Frequency to call both Buyer and Cobuyer
What is everyday?
"Anna? Elsa? Samantha?... I don't even know a Samantha!"
What is Frozen 2?
WIIFM
What is "What's In It For Me"?
UB--ENTER--F6--MOVE DATE-- ENTER-- INPUT NEW INFO-- ENTER-- F8
What is update buyers address?
Allowed to make changes to the account
Who is the buyer or cobuyer?
To check if moving or impounded
What is checking the DV screen?
"Talk to me, Goose."
"I am sorry that happened. But you are too new to qualify for an extension. We will need the full balance today."
What is Empathy Why Bump?
Check Mod History
What is AS and MD12?
Who is the Chief Compliance Officer?
Branch Manager or Other AMs
What is a second voice?
"There's no crying in baseball!"
What is A League of Their Own?