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ASPEC Call Flow

  1. Introduce the call: "Thank you for calling Momnt, my name is (agent name)..."
  2. KYC the customer.
  3. Convey willingness to assist/ask the customer what their reason for calling in is.
  4. Restate the customer's reason for calling in.
  5. Assist the customer in their request.
    1. If you are unsure of how to address the customer's needs:
      1. Put the customer on hold (if you put a customer on hold, be sure to give them an update every 3 minutes).
      2. Use your resources:
        1. Check the Hubspot Knowledgebase.
        2. In this order reach out to: 1. an ASPEC Team Lead, 2. the ASPEC Manager, or a veteran ASPEC Agent.
  6. When what the customer has called in about has been resolved, recap the call "today I was able to help you with (all the things you were able to help them with). Is there anything else I can assist you with at this time?"
    1. If they need more assistance go back to step 5.
  7. Outro the call by thanking the customer for calling Momnt and wishing them a good day.