Lifeline Voice Recording
Introduction
The following document describes all the updates and processes related to the “Lifeline voice recording” request. Among other things, CSR users will be able to create enrollments for applicants of Other Brands (OB).
For this reason, several changes will be made to the enrollment process in CSR. Among them, we can find:
- Script and side note updates
- Adding a brand selection page
- Presenting plans and devices according to the brand selected
- A pink envelope process for California applicants
- A new e-sign process through the website and CSR.
Procedure
As previously stated, the CSR enrollment process is available for several brands, which will be available depending on the State where the applicant resides:
· For all States (except CA): Simple Mobile, Walmart Family Mobile, Straight Talk, Total Wireless and Tracfone.
· For California only: Simple Mobile and Walmart Family Mobile.
Brand selection
As the image below shows, once the applicant’s zip code is introduced, the system will request their first name along with the Preferred Brand, from which they will have to select one to continue to the next step:
At the right side of the screen, CSR agents will find the corresponding side notes for them to know how to proceed.
Device Section
Once in the Device Compatibility section, the system will show the Preferred Brand that the customer selected along with the different service options available depending on the applicant’s location and brand.
If the KYOS option is selected, but the applicant’s device is not compatible, the following message will be displayed:
Application Review
After the application is created and only for the cases in which the recording/s (HHW and Application Review) was not uploaded during the flow, the application can be completed in two different ways, depending on the applicant’s access to the internet:
· The easiest way for applicants to complete this step is by logging into ‘My Account’ from the SafeLink website and follow the prompts to complete the HHW (if apply) and E-Sign the application. This option is the most recommended, because it is faster than performing a recording.
· Using the current CSR Voice Recording feature from Vault. If applicants state that they don’t have access to the internet, this option should be provided to complete the enrollment process at the moment.
NOTE: If the application created remains in Pending status (recording or proof pending to be uploaded), immediately after its creation, the ‘ending email notice’ will be sent to the applicant.
CSR Agents will find a script at hand for both cases:
It is strictly forbidden for CSR Agents to access the applicant’s account through the website to complete the process. Applicants must complete this step on their own.
In case the applicant does not have internet access or prefers to record the information instead of doing it through the website, the CSR agent will have to select this option. By doing so, the necessary recording buttons will become available to carry out the process.
If applicants prefer to complete the process through the website, after logging in to their account, they will find the COMPLETE THE PROCESS NOW button, so that they can agree to all terms and conditions and in some cases provide additional information.
