CXone Screen Pop & Verification Guidelines: Membership Services

When a call is received, there will be a CXone Screen Pop which provides information about the caller.

The IVR locates customers by their primary number or contract number and provides the property address to the customer to confirm if correct.

If the record is not located or the address cannot be verified the customer is transferred to an agent for further assistance.

Incoming Calls

When a call is received, the CXone Screen Pop will display customer information:

There will be a wide range of customer information available on the screen. The areas you should focus on are:

Client	This is the client or branding that the caller’s contract is associated with. You should follow any branding protocols.
Call Flow	This is how/why the caller came out of the IVR to get to a live agent.
Recent Calls	Number of recent calls received from the customer in the last week.
Contract Status	Identifies whether the contract is Active, Pending Cancel, Cancelled, etc.
Effective Date	Effective date of the contract.
Renewal	Date the contract will be renewed.
Customer Since	Identifies how long the customer has had an account open.
Property Address	This is the address on record in the account.
Primary Phone	This is the home phone number listed in the account. If this is missing, attempt to capture this information.
Calling Number	This is the phone number that the caller used to call us.

Verification Guidelines

Below are the guidelines for using the CXone Screen Pop to authenticate and verify the caller.

Only authorized users can make material changes. The street address and zip code must be verified for all material changes.

Material Changes: Any change or decision that modifies or manages the warranty status, including but not limited to, billing updates or modifications, contact information, saves, cancellations, renewals, and reinstatements.

Unauthorized Users: General coverage and billing information can be provided to unauthorized users.  Examples: account status (active, inactive), billing status (current, not current), and coverage information. Agents CANNOT discuss specific billing details such as payment methods, costs, or billing issues.

CXone Screen Pop Populates

Copy the contract number into TIMX SCM to locate the customer's warranty.

ACTION	EXAMPLE SCRIPT
Step 1: Identify who you are speaking with.	“Thank you for calling Membership Services, this is <Agent Name>, may I have your first and last name please?”
Authorized User: Proceed to next step. Unauthorized User: Skip to step 4.
Step 2: Confirm the property address is accurate and up to date.	“We have your street address as <address> and your zip code as <zip code>, is this correct?”
Step 3: Confirm the contact information is up to date. Try to capture any missing contact information. Privacy Guideline: Agents CANNOT provide the entire email address to the caller; they can provide the first few characters if necessary.	“We have a phone number ending in <last 4 digits> and does your email still start with <first 4 characters>?”
Step 4: Identify the reason for the call.	“How may I assist you today?”

CXone Screen Pop Does Not Populate

ACTION	EXAMPLE SCRIPT
Step 1: Confirm who you are speaking to (authorized or unauthorized user).	“Thank you for calling Membership Services, this is <Agent Name>, may I have your first and last name please?”
Step 2: Ask for the street address and zip code.	“Can you please provide your street address and zip code?”
Authorized User: Proceed to next step. Unauthorized User: Skip to step 4.
Step 3: Confirm the contact information is up to date. Try to capture any missing contact information. Determine why the IVR did not identify the caller by updating or capturing missing information as needed while following privacy guidelines.	“The number you are calling from is not listed on the account. Would you like to update your phone number? We have an email on file starting with <first 4 characters>, is this still current?”
Step 4: Identify the reason for the call.	“How may I assist you today?”

Transfer Call Handling

Receiving a call that you do not handle.

1. Retrieve the customer's account details.
2. Review the account for potential membership services activities that you perform (e.g., pending cancelation, coverage changes, missing contact information).
3. IF no membership task is required, ask the closing question.
4. IF there are no further questions, brand the call and Set Expectations for the cold transfer.
   

Agents do not have to document the account UNLESS they assist with membership questions or activities (general coverage or billing questions, make an update, etc.).

Receiving a call that you handled and completed but requires transfer to another department:

Attempt to warm transfer the customer (unless otherwise stated for operational needs). 

1. IF the warm transfer is successful, provide the customer's account information to the associate. 
2. Advise the associate of what you have verified (e.g., address, email, phone number). 
3. IF the Hold Times don't allow for a warm transfer, advise the customer that you will cold transfer, and the next available representative will assist them.

Receiving a warm transfer 

1. Ask the transferring associate for the customer's contact information, to bring up the account. 
2. Ask the associate what verification has been completed. Complete any outstanding verification as needed.
3. Do Not re-verify information already verified by the previous agent.
4. Introduce yourself and recap your understanding of the caller’s needs. 
1. Ex: “Again, I am Jane Doe with Membership Services…. from my understanding, you are requesting to….”
   

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