Authentication
This is the scripting we read at the beginning of the call
What is Blue Bold
what is %12.90
This is the account that waives the fee for a TD premium credit card ($139) and first additional Cardholder
What is the All Inclusive Account
The customer asks how long will it take for the credit card to arrive
What is 7-10 business days
Banking benefit of the TD low rate Visa Card
What is save money
We can confirm these with customers if they are unsure we are actually calling from TD?
What are Transactions
This protection covers purchases on the credit card for up to 90 days from purchase
What is Purchase security
This card offers TD Auto Club membership included for no extra cost
What is the TD Cash Back Infinite Visa
Customer ask when they will see the limit increased
what is instantly
Banking benefit of TD Cash Back Visa
What is Earn Money
Customer must get 1 correct answer from both of these to be high risk authenticated
What is Cat A Cat B questions
This is where customers can redeem TD reward points to get the most value back
What is Expedia for TD
This is the welcome bonus offered for the First Class Travel Visa
what is 20,000 TD points
Customer ask how long is this increase offer valid
What is Last day of the month
Banking Benefit of Travel Medical Insurance
What is peace of mind
When you see this MCOM you must put customer through IVR for authentication
What is Phone code
This card is discontinued and offers no benefits to our customers
What is the Green Visa
This is the annual fee for Aeroplan infinite Privilege Visa
what is $599
We need to read this if the customer wants you to speak to another person regarding their TD banking
What is third party disclosure
Banking benefit of Online banking/ Easyweb
What is Convenience
This is the tab where we would find Exception Questions if customer has exhausted all Cat A Cat B Authentication Questions
What is Additional Information Tab
Customers can call us through this to skip the call centre wait times
What is the TD app
This insurance is offered on all TD Travel visas to offer peace of mind
Travel Medical Insurance
This is done at the end of every call to ensure positive feedback for the hardwork we do
What is survey education
Banking benefit of Outbound calls
What is save time