TS&R: Secure Agent Payment Group

TS&R: Secure Agent Payment Group

When all efforts fail to securely capture payment information, TS&R agents will transfer the customer to the Secure Agent Group to manually enter payment details.
Scenarios may include:
  1. New Enrollments
  2. Making a Payment
  3. Upsells
  4. Options and/or Additions
  5. Saves

Call Transfer Received

When a call is received make sure to capture the agent’s name and gather all necessary details regarding the customer’s call to avoid the caller repeating information.
Once the customer is transferred use the suggest scripting below to greet the caller:
 

Call Transfer Received Script

  “Hi <Customer Name>, Thank you for holding. My name is <XXXX>, I was advised you called regarding <XXXX> and will be happy to assist with updating your payment details today...“

Collecting Card Details Script

Use the below scripts and actions to collect card details from the customer: 

Script

Actions

“What is the name that appears on the card you will be using?”





Caller must be an authorized user of the card.



If the caller is attempting to use a card not associated with their name, agents should request another form of payment.


If the customer states they do not have another form of payment currently, direct the caller to My Account to place the request once payment is available.


“Please verify the billing address associated with the card you are using.”

  If the billing address differs from the address populated on the card information screen, the agent will need to manually edit the address.
It should match the billing address associated with the card the caller is using.


“What is your card number, expiration date, CVV?”

Do not record the caller’s card information anywhere except in the payment collection screen.


Do not take written notes containing the caller’s card information.


Do not read the credit card number, expiration date, or CVV number back to the caller.


If you feel you missed or mistyped a number, THEN ask the customer to repeat the numbers for Confirmation.

 "{Customer Name} please confirm the card number to ensure I entered the information correctly."



TIMX SCM

When NOT using a Card on File and we need to obtain NEW card info:
  1. In the Payment Entry or Payment Maintenance screen, click Transfer.



  2. The TIMX Card Capture UI will open in your default Web Browser.




  3. Click on the Manual Capture Payment link to open the Card Information Screen. Read Required Scripting and Pause ROD prior to obtaining card details. Billing address will pre-populate, edit if needed.
    Enter all Card Information including: Card Holder Name, Card Number, CVV (Security Code), Expiration Date
    Once info is entered, click Submit to save.



  4. You will return to the TIMX Card Capture screen. Click Refresh to populate the card details entered on the left panel and click Submit.



  5. You may then close the Card Capture Tab, return to TIMX SCM, and click Refresh to populate the last 4 digits of the card captured. 
    Continue with saving the billing method or processing the payment.
    DO NOT CLOSE THIS SCREEN ONCE CUSTOMER HAS ENTERED THEIR CARD INFO.



ROD: Record On Demand


ALERT: If there is an issue with ROD, attempt a second time to pause the recording, if unable, proceed with processing the Manual Payment.
Escalate the ROD issue to your supervisor and provide the Contract Number, and Call Time. 

  1. Open and log into ROD using your Cato credentials. 

     

  2. When obtaining Card Details over the phone you must first click Record, prior to asking the caller for their card details click Pause, once card details have been entered click Play to resume the recording. 

     

  3. Click the Business Data icon ($folder) and enter the appropriate Code and the Contract # in the Contract Number field.

TS&R: Secure Agent Payment Group Training Module

Secure Card Capture Kahoot! Sign Off


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