Common fails
When should the 3rd party blue bold we read ?
as soon as a new party gets on the line ( ASAP )
when missing a word in a blue bold , we should...
Ensure we reread it again correctly and obtain new consent
How do we send the LEI survey ... How can the cx see the survey ?
Email link ( 12-48 hours after the call )
Whats one thing you can use on CCweb to help you Network
TD Connections
In which circumstances are we allowed to provide the Wire HD# or email to customers
As per our procedures.. Never .. Wire HD is not cx facing
While asking authentication question, cx provides 1 answer, then immediately corrects himself and provides the correct answer..
"When a customer provides an answer then immediately changes their mind without any response from the specialist or "dead air" then the same question must be restated, and the customer must provide a single response."
Which 2 questions are the most important in the LEI Survey
Exceptional experience ( 70% )
Increased Business ( 30% )
if cx is having hard time navigating online banking.. what can they use to help ?
Digital "How to" on our external Website
How many strikes can customers have for High risk transaction and how many for low risk ?
both 3 strikes
Why did CPF get introduced ?
regulatory measures
consistency across dept
financial confidence for cx
What scores must you get to get a Red , yellow and Green survey
1-6 = red
7-8 = yellow
9-10 = Green
what does CBCC stand for ? and whats within it ?
Canadian banking contact centre
- all call centre depts ( el, cc, sbac, lp )
When completing a fee reversal for our cx.. we have offered her 50% and educated the cx, processed the reversal on S3.. is anything missed ?
We must also complete relationship builder... and ensure we close when completed
When adding a personal Payee for our cx.. the format for the account # should be as follows...
004/ 0 Br# / Acc#/ Name
What did TD introduce the Help Agents with LEI & AHT
Anatomy of a call ( AOC )
Auth HUB
Name all main DF qualifiers
CC estatements
Core account paper -> estatement conversion
EW/EL registrations
Link to mobile app
since cx mentioned early in the call they wanted a chqing account for " day to day " expenses.. do we need to read all options when asking purpose of account ?
Yes !! We must still ask cx if they want to complete the assessment.. and when asking questions.. agent must read all options on the screen to cx even if they answered previously
Cx is looking to open a TD CC with a 2K limit.. Since they want the TD rewards card , we dont need to do the assessment
not because of the card she wants, but the CC limit.. " in scope " for EL is CC over 7K limit
What is our LEI Framework ( Standard of call )
Good opening
" Can Do " statement
FCR
+1 Advice
Check for satisfaction
Verify email and introduce the LEI Survey
How does one Win Bravo as an Easyline Agent ? ( qualifiers )
Balanced performance - Meeting all metrics on scorecard. While having 1-2 metric Well above peer avg ( top 1% of all EL agents )