Call Handling: Processes and Responsibilities Quiz

Call Handling: Verification, Processes and Responsibilities

Mandatory Data Elements Verification

Mandatory data elements verification is an essential part of the call handling process. It ensures that all necessary information is captured correctly during each interaction with customers. This includes personal details such as name, address, phone number, email address.

Help Line Call Process

The help line call process typically involves several steps:

1. Initial Contact: The customer initiates contact through various channels such as calling the call center, sending an email, filling out a request form online, or using social media.
2. Call Routing: The incoming calls are routed to specific agents based on their expertise, available skills, and workload distribution.
3. Data Entry: Agents capture the caller's information into the system, which may involve manual input or automated processes.
4. Identifying Needs: Agents identify the caller's needs by asking questions and understanding the reason for their contact.
5. Resolution: Depending on the issue, resolution can range from immediate assistance over the phone, transferring the call to a specialized department, or scheduling a callback.
6. Follow-up and Closure: After resolving the issue, agents confirm the caller's satisfaction and end the conversation. They also document the call outcome for future reference.

Accurint Run

Accurint is a service provided by LexisNexis, which helps businesses verify customer identities by cross-referencing their data against more than 10 billion records. This process is often used to ensure compliance with anti-money laundering regulations and Know Your Customer guidelines.

Customer Verification Process

Customer verification is another crucial aspect of call handling, ensuring that you are speaking with the correct person who has authorized any requests made. This might require additional checks beyond standard identity verification, depending on your industry and regulatory requirements. For example, verifying an account holder would involve checking account ownership through the financial institution.

Agent Responsibilities

Agents have several responsibilities during the call handling process, including:

1. Capture and Input Data: Agents should accurately capture all necessary information during the call, such as the caller's name, contact details, reason for contact, and resolution details.
2. Identify and Understand: Agents must identify the caller's needs by asking the right questions and understanding the reason for their contact.
3. Resolve the Issue: Agents are responsible for resolving the customer's issue during the call or by scheduling a callback.
4. Provide Additional Support: If the issue requires additional assistance, agents should escalate the call to a specialist or schedule a callback.
5. Document the Call: After resolving the issue, agents should document the call outcome for future reference.

In conclusion, call handling involves several processes and responsibilities, including mandatory data elements verification, help line call processes, Accurint runs, customer verification processes, and agent responsibilities. These processes ensure a smooth interaction between the customer and the business, providing efficient and effective solutions to customer issues.