CALL OPENING

CALL OPENING

INBOUND

•ID yourself (by first and last name) and company

•Ask for Account Number

•ID Customer by first and last name to establish RPC

•Verify last 4 SSN & Address

•State Mini-Miranda (if applicable)

Outbound

•Ask for customer, firmly establish RPC

•ID yourself (by first and last name) and company

•Provide recording disclosure

•Provide Mini-Miranda (state specifics)

•State the purpose of your call (Year/Make/Model)

Opening with Wrong Party

•Obtain right party information

•Is there a better time to call back?

•Is there a better place?

•Do we have the right address?

•Is there a better number to call?

Opening with a Suspicious Party

•Who is this?

This is John Brown. Am I speaking with...?

•Where are you calling from?

I am calling from Ally Financial. Am I speaking with ...?

•What is this about?

This is a personal business matter for John Brown, am I speaking with John Brown?