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The call is regarding an unsuccessful payment on a service renewal using a card on file. The agent is calling to update payment information and collect payment for the outstanding balance by taking new card details over the phone.

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Miranda Raquel
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33 views2 pages

Document 1

The call is regarding an unsuccessful payment on a service renewal using a card on file. The agent is calling to update payment information and collect payment for the outstanding balance by taking new card details over the phone.

Uploaded by

Miranda Raquel
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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OPENING

Hi I am looking for (customer’s name).


Customer: Yes, speaking…

Agent: Thank you for taking this call. My name is Rose calling from Call center.
Please note this call may be recorded for quality purposes.

CALL REASON
We are calling to let you know that the payment for the service couldn’t be
processed using the card on file. I’d like to work with you to update your
payment information.

VERIFICATION
To start with
Are you still residing at (Street name, City and State….) THANK YOU…

:Can you please confirm the house number and the Zip code?
THANK YOU…
:And this phone number that I dialed today would still be the best call back
number?
THANK YOU…
:And the email address: ([email protected]) still valid?
THANK YOU…

U Method
This is just a quick call regarding with your service that got renewed last
(renewal date)
for your (2015, Mercedes Benz)
under our plan (Premium plan)
on a (monthly cycle)
for the total amount of (outstanding balance)
so we tried to process the payment using the card ending in (last 4 digits) but it
did not go through.
ASSUMPTIVE COLLECTION:
:Are we going to use a credit or debit card today?
MAKE PAYMENT:
:For security purposes, I would actually need you to type in the card number
using your phone. I’ll let you know when to start.
(INPUT THE CODE IN AVAYA)
(Thank you for waiting)
:You can start typing in the card number whenever you are ready.
Please type in the CVV or the security code of your card.
May I have the expiration date of the card over the phone?
Is the name on the card exactly
(Customer’s Name)

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