Stage 2 - Collecting/Verifying Information

The tasks in this stage would be to collect the remaining pieces of information. The following information needs to be collected:
* Express service code
* Telephone number
* E-mail address
* Billing address
In case the details are already available in the database of the company, you only need to verify the information.
Bad Calls Good Calls
Collect 01.mp3 Collect 01.mp3
Collect 02.mp3 Collect 02.mp3

Differences between collecting, reconfirming and verifying

The word collecting in the context of a call means getting the spellings and numbers right. This is done by asking the customer to spell his name, address, etc. and by asking him to repeat telephone nos., case ID numbers etc.
Reconfirming – Agent repeats the collected information to confirm that the information collected is right.
Verifying – All information is available on the database. You don’t need to collect or reconfirm information but you need to ask the same from the customer to verify against database for security reasons.
* Task 1 – Get Express Service Code

* Task 2 – Buy time to open file

* Task 3 – Verify telephone number

* Task 4 – Verify e-mail address

* Task 5 – Verify billing address

* Task 6 – Thank customer

* Task 7 – Offer to help