Embedded Files
Ask for mobile number and email address
Spiel: “For us to notify you of updates on your account, may I get the email address and mobile contact number of the account owner?”
If email address/mobile number is different from our record
If email address/mobile number is different from our record
Spiel: “Also, may I get the (street name/building name/barangay) indicated on the address on your statement of account? Or would you recall where you made your last payment?”
Update the secondary contact by asking the name & mobile number of the caller.
Spiel: "To receive important updates on your request/concern, may I get your name and mobile contact number?"
Updating Contact Information
Updating Contact Information
Non SOR can be anyone who called to request/complaint/inquire on behalf of the subscriber on record (SOR) and was able to provide complete and accurate account owner information that matches those on record.
If caller is a Non SOR, only the secondary name and mobile number can be updated.
Is the caller provided the correct information?
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