INBOUND CALLS
The system that provides the customers with an option to make a payment or speak to an agent.
What is the IVR?
City, state, and zipcode
What is outbound verification?
Before interruption
What is pre?
DE line in calculator icon
What is interruption date?
Valued as customer and built connection
What is warm and friendly?
The customer full name, account number, full address, last 4 of social, sending 6 digit code or last 4 of card on file.
What is inbound verification?
Green bar in Einstein
What are eligible for payment arrangement?
slash on icon in CSG
What is post?
Auth user verification
What is the man icon?
Being proactive to customers need instead of reactive
What is Discover Needs?
Starting from full balance to past due balance
What is top down negotiation?
Customer first and last name is displayed
What is outbound on incontact/dialer
Scheduled arrangement as far as the day before cycle date
What is the past due amount?
Preventing service from interrupting
History tab/ Place a Work order on account
What is set clear expectations?
Fully verified customer through IVR but not authorized on the account
What is a caller that we cannot speak to/disclose information to?
Double credit on incentive
What is an outbound payment?
Unreturned Equipment charge
What is hard disco?
Where is the loyalty date?
What is the created date/ at bottom of screen
Thank you for your payment you have a balance of 215.23 left over, what day will you be taking care of that so I can note account?
What is discovering needs?
A customer's most recent payment amount matching the past due amount
What is a returned payment ?
Customer showing eligible for 1 day extension and arrangement set up for an additional 10 days
What is an invalid arrangement?
Using the clock icon
What is restore service?
What is shown in the monetary field?
What is a deposit owed?
Respecting customer time and making sure their needs are met with one call
What is make it effortless?