10 Questions
What should be done if a customer fails an extra question during a Green flagged call back?
Use text verification
How should one handle a poor phone line that does not match the number on file?
Be cautious as it may be a potential sign of fraud
What should be avoided when identifying customers through the voice channel?
Indicating whether the customer has the question right or wrong
What should be done if a general enquiry becomes about secure transaction or information?
Fully identify the customer first
What should be done if frequent calls suddenly show on a profile with no history of this?
Be alert for potential signs of fraud
What should be done if a customer is only asking for general (unsecured) information?
Assist them without fully identifying them
What is the correct action if a poor phone line is detected, especially if the phone number showing does not match the one on file?
Be cautious and alert to potential signs of fraud
What should be avoided when identifying customers through the voice channel?
Indicating whether the customer has the question right or wrong
When should all customers who ask for information about their accounts or personal details be identified?
Before starting the conversation to avoid interrupting the flow of the call
What should be done if frequent calls suddenly show on a profile with no history of this?
Be cautious and alert to potential signs of fraud
Study Notes
Handling Customer Calls
- If a customer fails an extra question during a Green flagged call back, specific actions should be taken.
- If the phone line does not match the number on file, verify the caller's identity and update the phone number on file if necessary.
Identifying Customers
- Avoid leading questions, giving hints, or providing options when identifying customers through the voice channel.
- All customers who ask for information about their accounts or personal details should be identified.
Handling Secure Information
- If a general enquiry becomes about secure transaction or information, follow secure protocols to handle the request.
- Do not provide secure information to unverified customers.
Handling Frequent Calls
- If frequent calls suddenly show on a profile with no history of this, investigate the reason and follow security protocols.
Providing Information
- If a customer is only asking for general (unsecured) information, provide the information without requiring identification.
Test your knowledge of customer identification through the voice channel with this quiz. Ensure you can accurately recall a customer's full legal name without spelling it out, identify any alerts or warning codes on their profile, and understand the signing rules applicable to each customer. This quiz will help you sharpen your skills in identifying customers through the voice channel.
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