Description:  Customer wants to check the budget pay balance (total or monthly)

Tools Needed: AMS

Steps: 

1. Verification Process Customer's Name

2. Verify what specific date range the customer would like to check (BP Balance)

3. Go to the Budget Pay Tab and filter BudgetPay Status to pending.  For specific date range, filter EMI From Date and EMI To Date and click Search.

4. To provide all the necessary information, you can calculate the pending BP balance manually or by downloading an Excel file. For a monthly balance inquiry, once you filter by date, the total balance amount will be displayed under 'Total Amount Pending'.

5. Educate the customer about our self-help option available via the online/ShopLC website.

6. Ask for further assistance before delivering a personalized closing spiel.

Suggested Note Template:

Reason of Call: BP Balance Inquiry (order number/s)

Action Taken: provided balance of / provided monthly balance of _____ for the month of ____. (Free Flow)

Suggested Scripts:

Verify what specific date range the cx would like to check (BP Balance)

"Are you looking to check your overall BP balance, the balance for specific months, or the balance for a specific Budget Pay Order?" 

Self help example script from QA:

"I was delighted to help you with your Budget Pay Balance inquiry. Additionally, I want to inform you about our new online feature. It enables you to effortlessly track on your Budget Pay pending payments and process payments. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to Budget Pay History, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

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Description:  Customer wants to pay his/her Budget Pay Pending or Overdues

Tools Needed: AMS

Steps: 

1. Verification Process Customer's Name & email address (if customer doesn't have an email address)

2. Verify what specific date range the customer would like to pay.

3. Go to the Budget Pay Tab and filter BudgetPay Status to pending.  If the customer has the specific order number, you may filter using the order number. For specific date range , filter Emi From Date and Emi To Date and click search.

4. To provide all the necessary information, you can calculate the pending BP balance manually or by downloading an Excel file. For a monthly balance inquiry, once you filter by date, the total balance amount will be displayed under 'Total Amount Pending'.

5. Verify the order details and provide the amount before processing the payments.

6. Confirm the customer that the payment went through successfully.

7. Educate the customer about our self-help option available via the online/ShopLC website.

8. Ask for further assistance before delivering a personalized closing spiel.

Suggested Note Template:

Reason of Call: Bp Payments (order number/s)

Action Taken: provided Bp order details and process payments of $ ___  successfully under cc# ____     (Free Flow)

Suggested Scripts:

Verify what specific date range the cx would like to check (BP Balance)

"Which/ what Budget pay order would you like to pay for today?" 

Confirm the customer that the payment went through successfully.

"I have successfully processed the payment of $ ___ under your cc# ending in ____ successfully." 

Self help example script from QA:

"I was delighted to help you with your Budget Pay Balance inquiry. Additionally, I want to inform you about our new online feature. It enables you to effortlessly arrange and track your Budget payments and process payments. The process is user-friendly, with clear step-by-step instructions. To begin, simply hover over your name, proceed to Budget Pay History, select the date of your order, and follow the prompts from there. If you need any assistance with this process, feel free to let us know!"

Explore Suggested Scripts Here