ADT Collections Call Flow

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Across
  1. 4. Continued effort to help a customer pay with financial assisstance
  2. 6. Whether a customer pays or refuses, we should confirm the reason why the customer did not pay
  3. 7. A greeting with positive interaction and to address the customer with warmth and good attitudes
  4. 10. The ability to collect the smallest balance from the customer
  5. 12. 3 simple steps we use on a call to collect some form of payment
  6. 13. Set expectations and carefully end the call
Down
  1. 1. Used when a customer declines to pay the full past due balance
  2. 2. Verify the customer's identity to protect both ADT and the customer
  3. 3. Verify the customer's phone number for future calls
  4. 5. The first direct attempt on the call to collect the full past due balance
  5. 8. A technique you use to resolve customer's unwillingness to pay and move past it to collect
  6. 9. Method, Amount, Date
  7. 11. Dated Payments The ability to schedule future payments and receive credit for it