Outbound Role Play Guide

Call Driver: Hardship/CPP

CALL FLOW

1. GREETING
State your reason for calling. (Empathize when needed) + Assurance Statement

Opening Spiel:
“Good day! This is Hayley calling on a recorded line. Am I speaking with Mr. John Doe?”

Customer:
“Hi, this is him. Where are you calling from?”

Agent:
“Hi, Mr. Doe! Again this is Hayley from Capital One.”

2. DISCOVERY
State the reason for calling and ask appropriate/necessary probing questions to get customer’s unstated needs

Agent:
“Hi, Mr. Doe! Again this is Hayley from Capital One. I’m calling regarding your mastercard that ends in 1234. I can see that it has been 10 days
behind with an amount of $150. Would you like to process a payment, it’s free of charge?”

Customer:
“Oh! I’m sorry I missed paying that. I had been on a car accident two months ago and my finances are still tight. What options do you have for
me?”

Agent:
“I'm sorry to hear that, Mr. Doe. For the meantime since you got me on the line, let me check what I can do for you.”

Customer:
“Thank you.”

3. ADDRESS CONCERN/S or NEGOTIATE

Agent:
“Upon checking here, your current amount due is $150, do you think you can cover this to bring your account up to date?”

Customer:
“I would love to make a payment, however, I don't think I can cover that amount. It's too big for me.”

Agent:
“That's totally understandable. How about your past due amount which is $103? It will decrease the days that you are behind.”

Customer:
“It's still a bit high for me.”

Agent:
“I understand. Can I ask how much do you think you can cover for this account?”

Customer:
“I'm not sure, maybe $90?”

Agent:
“$90 is actually a good amount, when do you plan to start making payments?”

Customer:
“A week from now, or maybe next Friday.”
Agent:
“Alright. I'm going to ask you a set of questions, Mr. Doe, to further check some options that we can provide to help you out. Will that be okay
with you?”

Customer:
“sure.”

Agent:
“Aside from the accident that had happened, are there any other reasons why you got behind on your payment?”

Customer:
“I got laid off. I'm now bound to a wheelchair because of the accident.”

Agent:
“I'm sorry to hear that, I'm hoping for your fast recovery Mr. Doe. How did this cause an impact on your financial situation? Was it more of a
reduction on income or an increase in expenses?”

Customer:
“Both.”

Agent:
“How many months do you think you'll need to catch up?”

Customer:
“Maybe two months.”

Agent:
“Are you the only one who got affected by the accident that happened?”

Customer:
“Me and my wife.”

Agent:
“Okay. And I'm sure you're willing to work with us to bring your account back into good standing, right?”

Customer:
“Of course. Yes.”

Agent:
“Thank you for honestly answering those questions, I appreciate that you're willing to explore your options with me. Based on the information
that you provided, here's the help that we can offer you. Your account is eligible in one of our offers which we call Custom Payment Plan. It
would give you options of amounts to cover in order to bring your account up to date. The amounts provided will be based on how soon you
are willing to make the account current within 90 days. Aside from that, those amounts can be split up to 3 payments based on your ability to
pay. How does that sound?”

Customer:
“Flexible payment arrangements? How is it possible?”

Agent:
“If you're interested, I can provide you the terms and conditions for you to further understand how this offer can help your account.”

Customer:
“Sure. What are the terms and conditions.”

Agent:
• The total payment amounts we’re about to go over are estimated to bring your account current, and under the credit limit if your balance is
overlimit.
• This payment plan is set up to bring your account current within the next 90 days instead of by your next statement due date. This longer
time frame means payment plan options may not prevent further delinquency and the associated consequences like past due fees, account
closure and charge-off.
• If there is additional account activity that increases your balance – like purchases, cash advances, returned payments, or transaction dispute
reversals – the total payment amount may no longer be enough to get your account current.
• Since the total plan payment amount estimates potential future fees and interest charges, payment installment amounts may be more than
what is required.
• Given this, your estimated plan payment amounts may be greater than the amount due reflected on your statement. You are only required
to pay the amount due on your statement. Do you agree to these terms?

Customer:
Yes. What are my payment options?

Agent:
“I'm going to provide you four payment plans, you can choose which option works for you.
• The first plan is for $150 that will be due on November 20, 2021.
• The second plan is for $250 that will be due on December 12, 2021.
• The third plan is for $300 that will be due on January 12, 2022.
• The fourth plan is for $350 that will be due on January 20, 2022.”

Customer:
“I think I'll go with the third one.”

Agent:
“Awesome! Since you got me on the line, I will be more than happy to schedule your payment arrangements for you. Shall we?”

Customer:
“Sure.”

Agent:
“Since the third plan is for $300, we can divide it into two or three payments. Which one do you prefer?”

Customer:
“Let's split it into three.”

Agent:
“Okay. It will be $100 each. I will be scheduling your first payment on November 12, 2021. Your second payment will be on December 12,
2021, and your third payment will be on January 12, 2022. Is that okay with you?”

Customer:
“Yes, that will work.”

Agent:
“Perfect! Would you like to use the checking account on file ending in 1234?”

Customer:
“Yes.”

Agent:
“Are you the authorized signer of this checking account?”

Customer:
“Yes I am.”

Agent:
“Alright.
JOHN M. DOE, today you are providing Capital One with 3 separate authorization(s) for electronic debit(s) from your bank account ending in
1234, as follows:

You authorize $100.00 to be debited on or after November 12th, 2021

For questions about this payment or to cancel the payment before it starts processing, please call (800) 955 6600 . Do you agree to these
terms?”

Customer:
“Yes, I agree.”
4. CLOSING
Educate the customer + Million dollar question

Agent:
“Got it! I have successfully processed the payment, Mr. Doe. We expect your first payment to be posted on the 12th of November by
midnight. We appreciate you working with us to bring your account back to good standing. Since we're all set, Is there anything else that I can
help you with?”

Customer:
“I think we’re good.”

Agent:
“Great! Thank you for taking my call. Again, this is Hayley from Capital One. Have a good one, Mr. Doe!”

Customer:
“You too Hayley. Thanks!”