QM COMPLIANCE
What must be verified before discussing account specific information with the customer on an ob call?
person's identity - name as it appears in the acct
What does WIIFM stand for?
What's In It For Me.
Sorry customer we do not accept partial pmts :(
False - we dont turn down no money !!
What statement is provided when customer request DNC on the acct?
"I will submit a request to remove this number from our systems. It may take 48 hours to process the request. I’m sorry for the inconvenience."
What's the KFA # for voicemails
866-344-5632
Name 1 thing that will result in an 8pt deduction under
Communication Standards
Do not use statements that separate them from the company
- OR-
Avoid using company terminology, acronyms
- How much of the Total Amount Due can you pay today?
-When can you pay the Total Amount Due
-When can you pay the remaining balance of ___ ?
An Authorized 3p doesnt need any verifaction .. im already on the acct DUH
FALSE - provide me with correct verification steps
Stop calling me at work! PDNC / FDNC / C&D
P-DNC
where is RELATED ACCOUNTS found in CRM
Contacts tab > related accts tab
How many points are deducted if you leave off demo verifaction?
-15pts
What are the 3 customer types?
UNWILLING, VAUGE, WILLING
Scripts are verbatim but disclousres you can play around with the wording?
False!!!!
F-DNC / propagate unchecked.
What does EPD stand for?
Early Payment Default
Name the article where you would find the following question, provide the name of the state upon arrival:
Identify yourself using your first and last name when speaking to customer's residing in ..
QM SCORECARD / Massachusetts
Give me a statement used to challenge a tentative voice for an unwilling customer?
- Sounds like you are unsure Customer .....
- You dont sound committed mr/mrs customer ..
- What is keeping you from being able to commit
"THIS CALL IS MONITORED AND RECORDED FOR QUALITY PURPOSES"
the above statement is Call Monitoring Disclosure
FALSE - INCORRECT VERIBAGE
This call may be monitored or recorded for quality purposes
3p says " they haven't worked here in years" on the primary's WORK NUMBER LISTED IN CRM.
F-DNC / 3PP-DNC / P-DNC
3p - Partial DNC
Strategy 1
What is the phone # you would provide a refernce / 3p if they wanted to take a msg on a KFA account?
833-272-2421
What tool from the toolbox that could get an Unwilling customer to WILLING?
Payment Deferral
Non-Debtor spouse can change customer information?
False - she will need to get our customer on the line :)
I DONT WANT TO RECIVE ANY COMMINICATION FROM YOUR COMPANY EVERT AGAIN? F-DNC/ C&D / P-DNC
Cease and Desist
Calculate POTS using the method you've been provided .. how many days are POTS today?
116 !!!