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- Verification Process
- RRE/connect IQ
- Call Listening
- Mock Call Certification
2 FACTOR VERIFICATION
- first AND last name - requirement for us to be able to determine if they are customer
- phone number
- 2 factor authentication
- PIN- 6-15 digits; OTP - if the customer does not remember the password
we will send OTP on the number concerned or any t- mobile password as long
as it is working with the account
- ANI match
WHAT IF THE CUSTOMER IS NOT CALLING ON THE DEVICE
- we can pull out the number where the account number is concerned
- manually pull out the number concerned then ask for the name then the pin or OTP
ANI match + PIN + account access = the same account
ANI + PIN & OTP + account access = not the account
x ANI + x PIN X OTP = limited assistance / no account access + NO SHO / SSO
(self health option / self service option - RETAIL STORE
HOW WOULD YOU OPEN THE CALL
HOW WOULD YOU KEEP YOUR WORDS POSITIVE
TELL THEM WHY
DO NOT ALLOW ANY THIRD PARTY IF THEIR NAME WAS NOT ON THE LIST
checklist the we have when we have the call
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