Phone Fundamentals

Describe the function of these buttons in Amazon Connect: - Dial Number - Hold - Transfer - End Call - Join - Swap - Hold All - Leave Call

- Dial Number: Dial the phone number - Hold: Place the party on hold - Transfer: Transfer the call to another party - End Call: End the call - Join: Join all parties on the line - Swap: Switch the current party and the party on hold - Hold All: Place everyone on the line on hold - Leave Call: Leave the call after all parties have been connected, other parties stay connected

List some examples of "third parties"

- Family - Friends - Customer's bank - Law enforcement

What information do you need to confirm if their phone number is unrecognized?

- Full Name - Last Four of SSN - DOB

What pieces of information are required to verify a customer if their account popped up (their phone number is recognized)

- Full name - DOB (if no DOB on file verify last four of SSN)

What are some departments or teams we can cold transfer to?

- GS Operator - TransUnion - Non-Apple Card GS Bank USA teams (Lending, Deposits etc..)

What are unacceptable behaviors on the phone?

- Intentionally interrupting the customer - Placing the customer on hold for basic questions - Unnecessary transfers / escalations - Engaging in distracting behaviors

List the call flow steps in order

- Start - Connect with Customer - Identify Needs - Provide solutions - End

What are the guidelines you should follow when placing a customer on hold?

1. Ask permission 2. Provide a time frame (no longer than 2 minutes) 3. Check in if hold is going to exceed 2 minutes 4. Thank them for holding

What should you do when a customer states they are represented by an attorney?

1. Attempt to collect the following information and note it in Agent UI -- Preferred full name of attorney /POC -- Phone Number -- Firm name -- Intent of representation (bankruptcy, debt settlement, etc.) 2. Create case for P&R if attorney info wasn't captured. 3. Create case for Specialty Ops if customer notifies of bankruptcy.

What 5 items must be included in your greeting?

1. Great the caller 2. Your name 3. "Apple Card Specialist at Goldman Sachs" 4. Offer to assist 5. Disclose the call is recorded (for transferred calls)

What 3 steps should you do when performing a warm transfer?

1. Identify yourself and your department 2. State why the transfer is being performed and give a brief overview of the situation, including verification and recorded line disclosure statuses 3. Provide any additional information requested by the other specialist.

List the 3 steps that must be completed BEFORE sharing information with a third party

1. Verify the customer 2. Get customer's permission 3. Disclose to the third party that you are on a recorded line

What is the maximum length a hold should be?

2 minutes

Explain a relay call

A relay call is when a company performs the call on behalf of a customer who is hearing or speech-impaired. The company relays the information from the customer to us, and from us to the customer. Because everything that is said has to go through this communication assistant, these calls take longer than a regular call. These include Text to Voice, Voice Carry Over, and Speech to Speech.

What is the difference between a talking point and a script?

A script must be read verbatim A talking point is not required but is helpful to answer commonly asked questions.

What is a script?

A verbatim disclosure or statement that MUST be read to the customer word for word

What kind of information can you give out before verifying a customer?

Basic, general information Non-account-specific information

What information do you need to confirm if their phone number is unrecognized and they cannot verify their SSN or DOB?

Caller must verify full name and two of the following - SSN - DOB - Phone Number

What type of transfer is used when transferring to external teams (GS operator or TransUnion)

Cold Transfer

What takes place "During the Call" portion of the call?

During the Call = Answering customer questions and providing information following procedures and exhibiting correct behaviors

What takes place during the "end" of the call?

End = ending or transferring call

What is a talking point?

Gives you examples of how to answer common questions.

What should you do if a customer requests services in another language?

Make a note in Appian, create a VOC, and let the customer know that we only offer services in English

Should you leave an Appian note if a customer was never verified?

No. The customer was never verified, a note in Appian is not needed. We will not call the customer back.

What should you do if you are on a call with a verified customer and the call disconnects?

Note in Appian that the call was disconnected

What takes place during the "Start" of the call?

Start = Greeting and customer verification

What should you do if someone identifies themselves as law enforcement and requests customer information without permission from the customer?

Transfer them to fraud

What type of transfer is used when transferring to internal Goldman Sachs Bank USA teams (Advocacy, Fraud, Collection etc.)?

Warm Transfer

When should you transfer a call?

When it is the correct procedure or you are unable to help the customer

What happens if you forget a script or don't read it verbatim?

You put the company at risk You will get a 0 on your QA score

When do we transfer to a specific agent?

You should not be transferring to specific agents, anyone on the team should be able to assist the customer.