Call Flow
This is the first step of the Contact Center call flow.
Answer with an appropriate greeting
Honor’s procedures, including verification steps, are housed in this system.
Silvercloud
This system is described as person‑centric.
Keystone
Checking, savings, loans, and CDs are all examples of these.
Products
A warm greeting depends heavily on this element of the voice.
Tone
This step involves asking questions and using active listening to understand the member's needs.
Identify the request & take care of the member
Verification is always required anytime you access this.
A member's account
This panel in Keystone shows personal details such as address, phone number, and ID.
The personal panel
Financial planning or general banking assistance are examples of these.
Services
You should always do this before placing a member on hold.
Ask for permission
This step encourages you to “See a Need, Fill a Need.”
Look for additional opportunities
These types of questions are not allowed during verification because they may prompt incorrect responses.
This is the tab where you check your opportunities and assigned tasks.
Task Manager
These describe what something is, but not what the member gets from it.
Features
One key de‑escalation technique is to do this when a caller becomes louder.
Lower your voice
This step ensures all actions taken for a member are documented for continuity.
Enter interactions and opportunities
These two security processes may be needed when helping members with login or digital access issues.
Two-factor authentication and ID updates
This is the correct format for searching a member by name.
Last name, comma, first name
This section in Keystone provides cross‑sell prompts based on member needs.
KeyInsight
This describes repeating what a caller said to show understanding.
Paraphrasing
This step, although brief, is key for leaving a positive final impression.
Thank the member for calling
Verification is important to prevent this.
Fraud
These secure documentation entries allow any team member to follow up seamlessly.
Interactions
Benefits of a product/service answer this main question.
"What's in it for me?"
This final A in the 5A model focuses on elevating the member experience beyond the immediate need.
Add Value