Gift Card Official Call Flow Script

Use this script for all calls, regardless of the call reason.

GREETING

“Thank you for calling FIS/INCOMM. My name is _________. How may I help
you?”

(Customer provides reason of call in the beginning)

EMPATHY (when needed -- and be sincere)

(situational)

“I'm sorry you're having trouble using your card / I’m sorry you were unable to
________.”

ACKNOWLEDGEMENT – PIR (positive initial response) – Assurance

“Okay, I will be more than glad to ___________.”

VALIDATE

“May I have your name please?" OR "Whom do I have the pleasure of speaking
with?"

(First opportunity to use cardholder's name)

“May I please have the 16-digit card number on the front of your card?

Just to confirm, the card number you gave me was (repeat the number). Is that
correct?”
 (Repeat the entire card number in chunks of four, a single digit at a time. For example: if
the card number was 1234 5678 9101 1121 1314, read it as one-two-three-four, NOT
twelve-thirty-four. “0” should also be “zero,” not “oh.”)

(not required)

(If the customer is following up on a case) - Second opportunity to use cardholder's name

“(cardholder name), may I please have the case number (or reference number)
created for this issue?”

PLACING THE CALL ON HOLD

“Do you mind if I place you on a hold for 2-3 mins while I review your
account/notes?” PDR/PTR (Permission-Duration-Reason/Permission-Time-Reason)

(If they say yes) “Thank you, (cardholder name)." - Third opportunity to use
cardholder's name

(Check back with the customer every 2 minutes while they are on hold.)

(When you pick the call back up, thank the customer for waiting.) - Fourth opportunity to
use cardholder's name

“Thank you for holding.”/ “Thank you for staying with me.”/

(If the cardholder was having issues with using the card, ask the customer probing questions
relevant to the situation.)

PROBING – Use the following sample questions;

“(cardholder name), where did you try to use the card?”

 “When did you try to use the card?”

“What was the amount of the transaction?”

RECAP / RECOMMENDATIONS

(Summarize what you did to resolve the customer’s issue and any proactive product
recommendations.)

“(cardholder name), besides/other than (what you did for the customer), is there
anything else I can help you with today?” - Fifth opportunity to use cardholder's
name

(If caller says yes - repeat steps above) … “Okay, how can I help?”

(If caller says no) …

CLOSING

“Thank you for calling FIS/INCOMM and have a great day!”

Gift Card headquarters: 250 Williams Street, Atlanta, Georgia, 30303

Hours of operation - 24/7

CCA - Customer Care Application