Citi Call Flow for

POS 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

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

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© 2024 Concentrix Corp. All rights reserved. Confidential and proprietary.
POS Call Flow and Recommended Script
Call Flow and Suggested Scripting
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

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
• Ask if the customer presented a valid ID
• Ask if the customer received a txt alert
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. Declined Transaction - Offer sincere and timely empathy statements

Resolution 90 Offer to stay on the line and wait until the store associate re- Ask to speak with the store associate – “Kindly resubmit the charge, I will stay on the line until it
processed the transaction you are finished”

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

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

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

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© 2024 Concentrix Corp. All rights reserved. Confidential and proprietary.
Thank you
Let’s do something great

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