IMPORTANT
Review the appointment details, notes and tracker first before attempting to start collectings
Avoid using the templates twice, if a template was already sent earlier the follow-ups should be different, rearranged or reworded for the next follow-ups
Voicemail
1. If the number goes through voicemail, leave a message stating your introduction and the purpose of the call
2. Request the customer to call us back should there be a need for assistance and send the payment link
The payment links are only to be sent on the first follow up
3. Send an Email
Only send the templated email on the second follow-up with the payment link
Do not send a templated email on the first attempt
4. Send an SMS
Make sure to review if there were previous responses on earlier sent emails
Phone Contact
1. Introduction
It is important that you introduce yourself and the company you are representing
2. Purpose of the call
Do not start the call by stating your attempt to collect payment
Start by asking how the service went and before staying your purpose of closing out the ticket since it is marked unpaid
3. Offering assistance to close out the ticket
Address the issues complained about by the technician to the proper teams
Update the appointment accordingly if it is in an incorrect status
If the customer is simply not wanting to pay, retain its status of awaiting payment
4. Following Up
If an update has been given in regards to the complaints made by the customer, notify the customer and update the appointment accordingly or proceed with the collections
If a follow up scheduled went to voicemail follow the steps above
Rules on follow-ups and payment links
1. Follow-ups are only allowed twice a day for an appointment
This is to be scheduled on a 4-hour interval per appointment per day
2. There will be a two-day interval in following up with an appointment
Appointments will be reached out to on a two-day interval
Starting with the previous day and followed by the next appointment on the next couple of days
3. Any follow-ups agreed upon on a specific time and day will be noted on the appointment, SF ticket and Tracker
Special Goals
1. Aim to have the customer pay during your time over the phone to be able to address any issues immediately.
a. Offer assistance to run the payment over the phone
b. Request the customer to run the payment on the payment link and stay on the line until confirmation of payment use the excuse that you would need to check if any issues happen during the attempt and to be able to answer the questions
Rules on collecting over the phone
1. Customers' card numbers cannot be spoken out loudly
2. Card numbers cannot be written anywhere on the sheets, appointment notes, or sticky notes
3. Verify pricing & Membership Details before processing
4. Inform the customer of the automated invoice received via email confirming the details of the payment