Call Flow - FICO Call

Citi Call Flow for
FICO Call
© 2024 Concentrix Corp. All rights reserved. Confidential and proprietary.

To have a streamlined flow of call at
Objectives Point of Sale
To drive the following behaviors:
Challenge conventions. • Acknowledge and Welcome

• Set Expectations
• Resolve/Educate & Provide Options
Deliver outcomes unimagined.
• Add Value and Appreciate Business to Drive
Quality of Interaction while maintaining
Create experiences that go beyond WOW. Efficiency
2
FICO Talk Time Allocation
Call Component and Recommended Duration Allocation
Remind our agents of the LOB’s AHT goal. Deduct 120 seconds
410 for Hold and ACW, gives us 410 seconds Talk Time including
buffer for us to stay on the line while the store associate re-
process the transaction, this equates to 6 minutes.
60 second Virtual Hold Time – given the procedure for POS call,
60 this may not be utilized and be used as buffer for creating bond
and rapport with the customer
We have 60 seconds as wiggle room for ACW to review the

60 account and note the account completely.
OUR GOAL IS TO MANAGE OUR AHT PROPERLY WITHOUT COMPROMISING

REPSAT AND QUALITY PROCESS.
3
FICO Call Flow and Recommended Script
Call Flow Component Average Talk Behaviors to Focus On How it Looks Like
Time
Open the Call 5 Welcome customers (internal & external) with a warm, friendly and Use appropriate branding to open the call. Provide your NAME + Department; Open the call with a
genuine greeting smile in his voice. No need to be UPBEAT or too ENERGETIC?
Profiling Identify the emotion that the customer presents. Are they
frustrated, angry, or just asking a question?
Offer Possible Reason for the Call 5 Provide "I can help you" attitude/response when the customer Proactively provide the reason for the phone call. Don’t ask – “How may I help you?” We should
explains issue; sounded Caring all throughout the call let the customer feel that we have an idea why they are calling
Appreciate them for taking our call “Thank you for responding to our alert!”
Risk Assessment 90 Review the account for Fraud Indicators – TAO, FA, TF – what is
the Fraud concern and identify what type of verification we need to
complete
Verifying the Customer 90 Provide "I can help you" attitude/response when the customer Urgency statement: “Let me take care of this for you right now“
explains issue; sounded Caring all throughout the call. Fraud Transaction - Offer sincere and timely empathy statements
Highlight the alert that was sent “We sent an alert on ______ to notify you about this suspicious
activity on your account, we wanted to inform you the soonest and secure your card from further
risk”
Security Close 90 Tag all Fraud transactions, complete account maintenance, and
Security Closure
Recap + Offering Further 60 Advise CM to disregard messages left at HP/BP or text message “Kindly disregard future alerts pertaining to the same transactions.”
Assistance sent after CM has verified activity. Ensure all concerns were “Is there anything else I can assist you with?”
attended to.
Closing the Call Show genuine reflection of your willingness to assist in the future. “I have enjoyed speaking with you today.”
Use phrasing like "It's been my pleasure assisting you today."
“thank you for calling [BRAND], have a great day!”
Total 280
4
Let us Practice!
Acknowledge and Welcome
Greet the Offer possible reason for the phone call

Customer
“Thank you for calling Consumer Protection “Are you responding to an alert you
department, this is [your name] May I have your received or were you attempting
first and last name, please? Thank you, to use your card?”
Mr./Mrs./Ms. [client name].”
Is your agent welcoming?

Do they show willingness to assist?
Can you hear the smile in your agent’s voice?
Suggested Script:
"Are you responding to an alert or trying to use the card?"
5
Let us Practice!
Resolve/Educate
What made you stop the charge? For charges declined multiple times
Suggested Script: Suggested Script:
“The activity resembled a Fraud Trend the “We are seeing increased rates of fraud for similar
reason we wanted to confirm it with you.” transactions, so the it got flagged again. I will clear this
up immediately. I will stay on the line to make sure this
“We were concerned this transaction may goes through.”
have been fraudulent because it is similar to
activity that has been identified as fraud.” “I’m sorry Mr. Smith, the repeated declines suggest a
high possibility of fraudulent activity similar to your
transactions. I appreciate you verifying this with us...”
“Sorry about this Mr. Customer, [Brand] wants

to make sure that it’s you who’s using the card
and not someone else.” Is your agent confident?
6
Let us PRACTICE!
Resolve/Educate
For charges declined due to Chip card FICO CSS Calls

Fallback Suggested Script:
Suggested Script:
“I apologize this has to happen, but it “I’m sorry that there was/were fraud transaction on your
appears that you’re attempting to swipe the account but don’t worry, we managed to decline that
card instead of inserting the chip in the transaction and for added security on your account, we
terminal.” will change your card number right away and we will
issue a new one.”
For charges declined due to Invalid CVV, Mismatch

Exp/Zip
Suggested Script:
“I’m sorry for the delay Mr. Customer, but it

appears that some of the card information were
not keyed in properly. May you please verify
Is your agent confident?
the CVV/Exp of your card?”
7
Let us PRACTICE! Suggested Script:
Resolve/Educate "I’m happy that I was able to help you out. I’ve lifted the
fraud alert and updated your information, is there
anything else that I can help you with?"
“I have lifted the fraud alert and you can now confidently use
your card. Is there anything else that [BRAND] can help you with
"We appreciate you working this out with us. Aside from
today? For any future concerns, please do not hesitate to call us.”
clearing the account, Is there anything else that I can help
you with?"
“I’m glad that I resolved this issue today. Other than
clearing the account and placing a travel note, is there
anything else that I can help you with?”
Recover Service
I made sure the alert is cleared and the card is now ready Remember that the goal for
for your next purchase! Is there anything else that I can
assist you with? every call is to IMPROVE
CARDMEMBER’S
Can you feel your agent’s PERCEPTION OF THE BRAND
confidence and sincerity?
8
Thank you
Let’s do something great
9

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Call Flow - FICO Call

Uploaded by

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Citi Call Flow for

© 2024 Concentrix Corp. All rights reserved. Confidential and proprietary.

To drive the following behaviors:

Challenge conventions. • Acknowledge and Welcome

We have 60 seconds as wiggle room for ACW to review the

OUR GOAL IS TO MANAGE OUR AHT PROPERLY WITHOUT COMPROMISING

Greet the Offer possible reason for the phone call

Is your agent welcoming?

“Sorry about this Mr. Customer, [Brand] wants

For charges declined due to Chip card FICO CSS Calls

For charges declined due to Invalid CVV, Mismatch

“I’m sorry for the delay Mr. Customer, but it

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