There are two directions the calls can go: either someone answering the phone or an answering machine/voicemail picking up the call.
Last edited by TeamComply; 05/07/21 09:30 PM.
1. If someone answers the phone they get the options to hear the important message in English or Spanish. Once they have selected a language, they have to select whether or not they are the customer. If they are the customer, it continues on to advise their payment was due on X date for X amount and gives them options to make the payment (including the option to be directed to our 24 hour automated system) as well as our contact number to discuss with an account rep. If they are not our customer, it apologizes for the inconvenience and thanks them before the call is disconnected.
2. If an answering machine or voicemail picks up, they get a generic message stating that this is a courtesy call from the bank regarding important information regarding their accounts.