Call Opening and Closing
Asking for Accounts Receivable.
What is Decision Maker?
Recognized verbal collisions and paused to allow the Supplier to speak.
What is Active and or Effective Listening?
Pay timeline for checks.
What is 7 to 10 business days?
KPI that accurately reflects in Salesforce the correct VCC payment delivery method based on the Customer’s preference.
What is Best Way to Pay?
Point Value for a Risk Factor.
What is 25-Points?
KPI that includes verifying the correct business has been reached.
What is Call Introduction?
Avoided slang or unprofessional speech.
What is Clarity?
Pay timeline for VCC.
What is 1 to 2 business days (or 1 to 3)?
This it to be marked when the Supplier Hub is sent to the contact on the call.
What is Supplier Hub Admin?
Best practice is to ask this KPI as two questions to ensure accurate answers.
What is VCC fees and limits KPI?
KPI that includes invoice as normal and all mutual clients.
What is Tell?
Greets the customer in a warm, caring and friendly tone.
Pay timeline for APD.
What is 3 business days or less?
This is to be asked and documented for all VCC conversions.
What is Merchant Account?
This KPI is a miss if all elements off the email are not spelled out.
What is contact name, email, and phone number?
What is to be done at the end of the call to ensure all the Supplier's questions and concerns are addressed.
What is Ask?
Name of our branded direct deposit.
What is AvidPay Direct?
When asking for the email, this should be asked regarding the email
What is general contact?
The elements that must be covered in the address verification.
What is Street/Suite/City/State/Zip?
Timeline for the APD set up.
What is 3 business days?
The measurement of the overall Quality of the Customer Interaction and Experience created by the Representative leveraging Soft Skills and High Emotional intelligence around the implicit and explicit needs of our customers.
What is Customer Obsessed.
Line item that is an all-encompassing measurement of the overall completeness and accuracy of any information delivered during the call.
What is Complete and Accurate Information?
Field in Salesforce for automated VCC delivery.
What is “VCC Email Remit Address” field?
Score if two Risk Factors are missed.
What is 0?