Notes

OPENING SPIELS

Good morning, you are now through to Roxanne from TalkTalk Customer Service & Billing Support Team. I can see that you have query about is that correct?


ACKNOWLEDGEMENT

Thank you so much for confirming, no worries since you have me on the line, I will do my best to help you on this.

By the way can you please tell me more about it?


OTP
To verify your account, we can pass through security with a onetime code to your registered email or mobile number, which would you prefer?

I have sent you the one-time passcode via SMS. Kindly provide it to me once you receive it. Thank you.



IF IDV PASSED:
Thank you for providing this essential details. You have successfully passed the security checks and I have now full access on your account. I just want to assure you that I will do my utmost best to make sure that you will be well assisted.



UPDATE THE CUSTOMERS INFORMATION

While I'm checking your account, can you please confirm if your security details are up to date such as your email, phone number, password, and security questions? If you'd like to update any of these at your own convenient time, just login and go to your MyAccount. If you'd like to update any of these while you're still with me, please let me know and I'll be glad to do so. Would you like to update it now or will you do it later?



MARKETING PREFERENCES:

We would like to keep you updated with news about TalkTalk products, tips to help you get the most from our service and exciting offers too. If you would like to hear about these things, then tell us how you would like us to get in touch.

Via email
Post
Telephone
Text (SMS/MMS)
Push notifications.

You can change your preferences any time in the My Account Preference Centre or by calling or chatting with us.




03451720088


Voice - Monday - Friday 9am - 7pm ; Saturday - 9am - 6pm ; Sunday - Closed


Call our dedicated 24-hour payment line on 0345 172 0040. Be sure to have the following details to hand:

Your TalkTalk account number
A valid debit or credit card


TIME CHECK
Thank you, are you happy on how I assisted you today?


CLOSING SPIELS
You're welcome. Thanks for contacting TalkTalk Customer Service and Billing. This is Roxanne, Have a good day.




Name of contact (if non account holder): AH
IDV passed/failed: PASSED
Security details updated: NA
Reason for contact:
Resolution provided:
Timeframe (if applicable):
Upsell/recontract (if accepted):NA
Agreed offers:NA
Complaint Raised/Updated or De-escalated:NA



By the way, your account does not have a pre-defined question. To make account authentication simple in the future, I strongly advise setting up pre-defined questions on your account. The options available for you are:
o What street did you grow up?
o What is your childhood pet's name?
o What is the last name of My childhood best friend?


After we have closed this chat, you will be asked if you would like to keep a transcript. Kindly reply with your email address only.