Notes

Section 1/2
Slack; Every agent will be added to two chats, one is for all of the agents, to ask questions, and report about issues.
The communication is very important and the agents have the liaisons always available to answer and help
The system issues reports should go to the call center issues chat
ALWAYS ask for help, never let a customer hang up
Agents should use this format to ask for help to the liaisons:
Customers name:> Street address:>Email:>Phone:>Amount of charge:>Date charged:>Billing descriptor:>CC 1st 6 and last 4:
Always try to type the question as completely as you can
Stay calm and be certain of communicate the correct info
Keep green light turned on when you are working and off when you are not.
DONT make liaisons worry, always respond and be aware of the messages they send you.
Expectations during training:
Be on time for the class
Be resent every day of the training
Be prepared with the thing you will need for the training
Be professional: Use appropriate language, clothes, posture..
What type of calls we do receive?
The primary reasons to call are request to cancel, request to refund, customer assistance, password assistance, Not recognize the charges or issuing banks.
How to ensure you reach and maintain your targets:
Be focused
Listen, respond and ask questions
Make one offer starting from the top
Let your customer decide and be careful hit the one month offer, that comes last.
Retention:
There are two goals for quality save, a strong, honest save with the highest revenue package and the second is a satisfied and happy customer.
NPS:
NPS means Net promoter score and is a customer satisfactory score, the current target is 40.
Quality assurance:
Each week a team of QAA listen and evaluate calls to provide feedbacks, you are responsible of review your QA every day and multiple yellow or red flags will affect the calls routed to you.
What is credit?
Means borrowing; Is your ability to borrow and the amount you borrow, your credit is your reputation as a borrower.
Section 2/1
Credit monitoring
Trial end date, cost of the monthly membership and the number to call if you want to cancel are in the home page.
If you click Find out your scores now, you ill be available to see when the trial ends, the phone number to cancel and the amount of the monthly membership
The authentication:
The member need to provide answers to questions to authenticate who they are.
The identify protection monitor section is where you can see the details about what is included with this feature.
Benefits screen: The customer can click on it and see all the benefits available to them.
Section 2/2
Property products
Advantages Making payments that go towards ownership
Ideal if you have less than perfect credit and cannot qualified for a loan
Gives time to save towards real home ownership
Additional info:
Cancellations are handled as normal
The screens will not change for properly
There are retention options on the screen for properly.
Section 2/3
Roadsave assistance
Costumers ill be eligible for roadside assistance claims 14 day fllowingenrollment
When connecting the customer with roadside assistance use the current days date for their enrollment date.
Customers calling for a tow are covered 100 for 5 miles.
Any additional mileage must be covered by the costumer
What's covered?
24 hour emergency fuel and supply delivery
24 hour vehicle lock out and battery service
Agent portal:
Don't forget to add notes= reason for the call; Roadside service
resolution of the call= transferred call
2/4
Mini plans: Allows users to subscribe for lite versions to our most popular products to try out for just 1 dollar per week
Property mini plan: View listings from one state only
Public record mini plan: Search TEN public records per week.
Roadsave mini plan: One roadside service per year.
Credit monitoring mini plan: Alerts from one credit bureau.
Agents should NOT cancel these accounts, also are NOT to request refunds this accounts.
These accounts are canceled by the customers logging and toggling off their mini subscriptions
2/5
AWS format
ASW accounts will be handled just as our legacy accounts
What's a AWS?
is amazon web services platform and about half of our new signups will be on this platform
AWS url accounts will always begin with WWW
AWS accounts only include roadside, pharmacy and entertainment discounts
2/6
Sponsored accounts
These are accounts that are paid for a third party as a benefit or a perk, sponsored accounts are offered to the customers by the sponsor
You sing up by a direct link or sponsor code.


Section 3/2
When the customer upgrades their services we can help then gain access to the upgrate features selecting the bill customer inmediately box
Customers that previously accepted a downgrade to the $5.95 / $7.95 package price may decide they need the ability to refresh their scores every 30 days.
If your customer has an urgent need to refresh their reports and scores, you can select the Bill Customer Immediately button.
Section 3/3
Call QUEUES
It is very important to select the correct call disposition;
Refund inquiry/ Customer not satisfied with call/ Already contacted bank/ customer threatens dispute.
If the call is solved to the customer satisfaction, select [customer satisfied with resolution]
if if not, select [customer NOT satidsfied ith resolution]
Section 3/4
Logging into the dialer
When you first get to work:
Turn the computer on and log on
Open google chrome
Login using your assignaed login
Loging Slack
Open Agend Forum
You can clock in within 10 minutes of your scheduled time
section 3/5
understanting the system
Download lightshot; This is a screenshot capture application
Agent Forum: is where you can find resources for all of your cll handling needs
User reports: Is here you can locate your training resourses, check QA scores and find the schedule.
Logging into the dialer; Once you clock in you also need to enter your notes, tell the customer about the survey
Searching for the account: Remember to make the account search proccess as asey as possiblk for the customer.
The ultimate goal is to ensure we locate an aacount if the customer is being charged.
Verification process: To able to access the account the system will prompt you to ask info such as zip code, email, or the four last digits of the credit card on file.
Cancel Process; IF retention is required, the agend should go all the y throught the process until an offer is accepted or the account is cancelled.
Reporting issues; at any time if you experience issues ith the dialer click the red buttom.
section 4/1
Policies and procedures are designed to influence and determine all major decisions and actions, and all activities that take place within the boundaries set by them.
Our policy: To attempt to retain every customer
To present the retention offers in order
To tell the customer about the survey
section 4/2
Follow these 6 steps
Always say yes and affirm/ Confirm identification/ politely inquire/ use the WHYS/ present retention rebuttals/ confirm save or cancelation
section 4/3
Refund request process and rebuttal scripts
Always keep in mind;
scripts are being updated to focus on the authenticatuion process
If the costumer is irate, skip the rebutal, select DIDNT TRY
The refund rebuttal scripts; credit monitoring, rent to own, rewards, credit education

section 4/5
special circumstances buttom
The buttom allow agents to push through one cortesy refund for special circumstances such as;
The costumer is worried
The costumer need money for bills, gas, groceries
The costumer exopresses a serious hardship
You need to get a supervisor approval
Do NOt use this buttom to speed up a request
This is NOt a solution to not knowing how to handle the call
section 4/6
guidelines for extending the next bill date
Custumers ask; If your customer asks to move to a certain bill date and they are eligible - happily move the date as the customer requested (up to 30 days out).
You syggest; If you are suggesting moving the date to solve a budget concern, ask your customer what day of the month they want their account to bill and select that extended date.
You offer; For an on the spot gif extension, use your discretion and do what feels appropriate. For a seal the deal “gift”, start with one week extension.
section 4/9
Corporate address requests
When the caller asks for our address it is a sign
You will have to ask, lisen and speak
If the customer still requests the address, after attempting to address and settle any unresolved issues, the customer still requests the mailing address, please provide assistance.
section 4/10
DNC do not call
If a customer requests to be added to the Do Not Call List, you should immediately do so, no questions asked!
section 4/11
Locating, Verifying, and Actioning a Cancel
It remains essential that agents access the correct account.
Agents need to understand the difference between locating an account and verifying an account.
REMEMBER if the customer decides to cancel their account we only cancel that account.
IF the charges in question lead you to the Other Possible Accounts link, you may address the accounts there as well. Focus on the charges in question and the dates of the charges, not the products.
The charge dates and the dates on their bank/credit card statement may not match exactly due to processing time however they should be within a day (or two at the most).
section 4/11
Bank on line
When the caller states they are from a bank calling on behalf of a customer we should:
Ask if the customer is on the line.
If they are, the customer can provide the information to gain access to their account for you to verify.
If they are not, the caller will need to verify into the customer’s account.
bank on the line notes
Once you begin the Bank on the Line process, follow it through until you conclude the process by selecting the button that naturally takes you back to the account.
The Bank on the Line process will cancel the account if that is where the conversation takes you.
If more than three refunds are needed, it would require the account to be reviewed by a manager.