BANK CALLS WITH NO CUSTOMER INFORMATION:
GOAL: Bank call starts as a UTL call and our goal is to identify that the contact is a bank call, and then verify and provide any information the bank needs.
IF: WHAT COMPANY AM I CALLING?
I'm here to assist you with your inquiry, and I want to make sure I provide the best support possible. Could you please share which specific product or website you're calling about? This will help me quickly verify your order and ensure we address your needs promptly.
NOTE: DO NOT use "we are a third party call center" spiel anymore.
Wait for the answer. Refer to the list below.
Spiel: Thank you for that. One moment, let me look it up for you.
IF on the list:
Thank you for patiently waiting. We do provide support for that product / company. Are you calling in about an order?
IF an active customer:
Continue locating the account as usual.
IF not a customer / confirmed Bank Verification only:
Oh I see (CALLER NAME), I misunderstood. Yes, we do provide customer support for (Product Name or Store Name). Is there anything I can assist you with?
BANK WANTS TO VERIFY INFORMATION ON THE WEBSITE
Note: Basically, a bank call is done during merchant applications so it's important the information we give is mirror to the website/store they are trying to verify.
Bank: What is your policy, refund/return policy, return address etc.?
Agent: "Let me get that for you one moment."
PULL THE WEBSITE THAT THE BANK GAVE ON THE BEGINNING OF THE CALL & GET THE INFO.