Interaction Flow
2 Types of Interaction Flow
What is Transaction and Non-Transactional Elements?
True or False. We need to verify wrong number/email scenarios.
What is False.
Process we follow if the account holder is in jail.
What is Incarcerated?
Reason Tag we use when customer asks what the debt is for, balance, statement of account (or validation of debt)?
What is Reason: Debt Details / Enquiry?
Reason tag you select in Front and in the New Platform Tracker for Wrong Number/Email scenarios.
What is Reason:Wrong number?
Months we need to snooze the account if a customer is deceased
What is 1 month?
The canned response we use to verify a customer
What is Verification?
The disposition tag used when a customer replies with "stop" via SMS.
What is Resolved?
Process we will follow if customer stated "My company is in liquidation"
What is Bankruptcy?
In this transaction, it is the customer who determines when to contact the call center.
What is Real-time transaction?
True or False. We should try to understand the reason/s behind an ANZ/EU/UK customer's 'stop contacting me' or 'leave me alone' request.
What is True?
Message template name we use to reply for a bankruptcy scenario.
What is Other: Bankruptcy?
The tagging level where we can snooze or tag the account for escalation.
What is Customer-Level?
Canned Response used when customer emailed us "Hi" and payment has not been made yet.
What is Abusive/Meh Canned Response?
True or False. We will tag the account in Rocket as Deceased if there is no client requirement.
What is True?