SOP: AI-Assisted QC Call Process
Objective
To efficiently conduct Quality Control (QC) calls using the new AI-assisted QC call feature, ensuring that all necessary information is gathered and recorded accurately.
Key Steps
Access the contract information and locate the QC call status and QC call button.
When ready to initiate the QC call, click on the QC call button to pull the primary client's phone number.
The system will make an outbound call to the client and walk them through the seven QC call questions.
The AI Agent Completes the Following:
Ensure the client understands and answers all seven questions appropriately.
Address any client queries or redirect unresolved issues back to the agent who initiated the call.
Record the client's responses and complete the QC call process.
Optionally, client may ask additional questions to gather more information if needed.
Confirm the client's understanding and readiness to proceed.
Thank the client for their time and conclude the call.
Tips for Efficiency
Familiarize yourself with the QC call script to anticipate client responses.
Here are the questions for the QC Call.
"Do you understand that you are enrolling in a debt settlement program to pay a portion of the balances owed to your creditors, and this is not a loan to consolidate and pay off the balances of your existing creditors?"
"Do you understand that the creditors enrolled in the program will be in a collection status until they are negotiated and paid off, which may negatively impact your credit?"
"Do you understand that the number of months to complete the program is an estimate, and the actual time may vary depending on the settlement amounts with your creditors?"
"Do you understand that the monthly deposits made to the program will not be distributed to the creditors until a settlement agreement is reached, which may take several months?"
"Do you understand that you cannot be charged any service fees for the program until a creditor enrolled in the program has been resolved within the terms and conditions of your service agreement?"
"Do you understand that there is no guarantee that creditors will accept the settlement terms and that there is no obligation for the creditors to accept the settlements?"
"Do you understand that you may cancel this program at any time without any penalties?"
Follow up promptly on any outstanding issues or queries raised during the call.
Maintain a professional and courteous demeanor throughout the call to enhance the client experience.
Upon successful completion of a call.
If chosen the client will automatically move to enrollment.
If auto QC is not chosen the agent will need to move the client to "Enrolled" status.
Link to Loom