Type of TD Product
No annual fee and i collect no points
TD Low Rate Visa Card
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 )
if cx is having hard time navigating online banking.. what can they use to help ?
Digital "How to" on our external Website
I collect travel points and is associated with a points program that allows you to earn more points when you shop online
TD Aeroplan Visa Infinite Card
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% )
What are some things you can use on CCweb to help you Network
TD Central / TD Internal Careers
I do not have a monthly fee and i do not pay any fee's for paper statements
Plan 60
True of False: I would like to take the opportunity to do a product questionnaire to make sure this product is the right fit for you?
False, this is a compliance fail since we cannot say "questionnaire"
True of False: Can we do a credit limit increase on a credit card with Authorized card holder?
No, we can only do a CLIP increase for primary account holders for credit card
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 )
Borrowing flexibility anytime you need the funds with interest rate based on your credit history
Line of Credit
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
What are some of the most important metrics on our scorecard/performance and what are its goals and target
LEI - 75+
AHT- 375
CLIPS - atleast 1 a day
Login% - 96%
ACW - Below 15
Compliance - 100%
TD Aeroplan Visa Infinite Privledge
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
You provided FCR for our customer and noticed a preapproval.. Having that conversation , cx agrees to increase their TD CC with a 2K limit.. to 8K.. what are the next steps ?
for EL is CC over 7K limit a product assessment conversation is required. "Offer to have an Appropriate Credit Conversation with the customer"
Steps - KYC including phone#
C3
Product Selection
Notes:
Product Completion
What is our LEI Framework ( Standard of call )
Opening Tone / Empathy
OMNI DIAL / VoicePrint
Active Listening / Understood Needs
Display Confidence / Showcase Expertise
First Contact Resolution / Make it Easy
Go Beyond Initial Need / +1 Advice
Recap Summary / Check for Experience
Survey Education / Loyalty Close
How does one Win EPIC 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 )