Notes

CALL FLOW
OPENING SPIEL
Hi, thank you for calling Talk Talk Collections. This is (Name). How can I help you today?
ACKNOWLEDGE/EMPHATY
-I understand that you want to request for payment extension. No worries, I'll be more than happy to assist you with that.
-To proceed, Can I have your landline number/ Account number, please?
-Can I have your first and last name?
-Are you the account holder as well?
-Perfect! how are you today?
-I’m glad to hear that, Tracy. Going back, I just need to take some details so we can verify your account.
-I'm sorry to hear that, Tracy. No worries, since you got me on the line, I'll make sure to assist you in the best way that I can. Going back, I just need to take some details so we can verify our account.
-Can I have the 1st and 3rd characters of the password on your account, please?
EXPLORING
VERIFICATION (IDV)
If cannot provide password:
-It's fine. I have a series of questions here that can help us verify your account. Just a heads up, I will only accept your first answer, okay?
-Do you happen to remember the street where you grow up on?
-Perfect! How about the mobile number registered on your account, please.
-Can I have the email address registered on your account.
-Can I have the last 4 digit of the payment method registered on your account?
FULL ACCESS:
-Perfect! I have now gained full access to your account. Allow me to check if you're eligible for payment extension. Thank you.
RESOLUTION
-Thank you for patiently waiting on the line. Just want to let you know that you're eligible for payment extension. To proceed, can you make a partial payment today? (NO)
-May I ask if your mobile number is already updated?
-What's your preferred date for payment extension?
-I successfully process your request for payment extension on (date) and reinstated your service.
-Read compliance statement (Your payment must reach the account on or before <PTP Date>. If you have Direct Debit or Recurring card payment due before the promise date, payment will not be collected and you don’t need to call in to reset your payment method as it will be automatically reactivated after you pay the arrangement. The Direct Debit is ready for the next billing cycle and it will also be reinstated if the Promise to Pay fails or is cancelled.
(If the customer is not on a recurring payment method) Please be aware that as this takes you past your original payment due date there will be a late fee of £12.50 that will be applied to your next bill. However, we will not chase for payment and you services will not be restricted whilst your Promise To Pay is in place. If you fail to make a payment on time, the Promise to Pay will be cancelled and services may be barred. We will also continue to chase for payment. Your account will not be eligible to another Promise to Pay for at least 3 months.
Your service will be available within the hour. Payment will be posted on your account real-time if you pay using MyAccount (via the website) or call us. If you use bank transfer it a take seven working days.
Our direct number is 0345 1720 029 we are open from Monday-Friday 9:00 AM – 7:00 PM and Saturday from 9:00 AM to 6:00 PM.’’
-You can turn off your router for 20 minutes and turn it back on.
Offer further assistance
It's been a pleasure assisting you. While I have you on the line is there anything else I can assist you with?
TIME CHECK
-Are you happy and satisfied with how I assisted you today?
SSO
-For future reference, if you have concern regarding with your bill or payment extension, you can just login to your My Account.
CLOSING SPIEL
-I value your cooperation and patience today. Your satisfaction is our primary goal. It won't take too much of your time. Thank you for calling Talk Talk Collections. Once again, this is (Name), have a wonderful weekend/ day.
CX REFUSE FOR IDENTIFICATION/ VERIFICATION
I respect your time and will make certain that this will not consume too much of it. We will appreciate your cooperation as we must go through the verification process to secure your account information.
I totally value your time and I will make sure that this would not take so much of your time. We will appreciate your cooperation as we have to undergo verification process for us to secure your account.
01438727967
FAILED IDV VERB
-I’m sorry Tracy at this time you have not passed Identity security, which is to protect your information and data. Are you in front of a computer? If you can log into your MyAccount I will take you through/send you a link that will show how to check your account password?"