Call Flow - Regular Enrollment (New)

OPENING

• Greeting – Offers help / Asks caller’s name

Greet the customer, name SafeLink Wireless and tell your name to the customer.

After the opening, either ask for the customer’s name or offer help.

Thank you for calling SafeLink Wireless. My name is XXXXX. Can I have your full name, please?

Thank you for calling SafeLink Wireless. This is XXXXX speaking. How may I help you?

• Confirms caller´s request / Assures help

Determine the caller´s concern and the scenario of the call. Identify the reason of the call by using a paraphrase statement and, if necessary, ask probing questions. After that, state a phrase that works as assurance of help.

I will be glad to give you all the information you need to apply for the service…

PII Request

• Verify existence of previous accounts

If applicants state that they are interested in applying for the service, agents will have to request the customer’s personal information (DOB, SSN & Zip code) to determine if there is a previous application.

In order to start with the enrollment process, could you please provide me your DOB and the last four digits of your SSN?

After the customer provides this information, the agent will proceed with the search:

• If agents find an old enrollment, they will have to access to it and check the date when it was De-Enrolled. If there is no enrollment available, then the agent will proceed with the enrollment process as usual:

As far as I can see, this is your first time applying for the Safelink service, so let me provide some information about the service

(continue to the Information section).

• If there is an old enrollment that has been de-enrolled for more than 12 months (365 days) the agent should proceed to complete an enrollment as usual:
• If the agent finds and enrollment that has been De-Enrolled less than 12 months ago, the agent will have to inform the applicant that they won’t be able to request a new phone, but if they still have the initial device that was provided by Safelink, we can process a reactivation:

I was able to find an application under your name that was De-Enrolled less than 12 months ago. Do you still have the device? (Wait for customer’s answer) I’m asking as the rules for reapplying customers have changed recently and in order for you to get the Safelink service, we can have to reactivate your initial handset if you still have it.

• If the customer has the phone, complete the reenrollment process as explained above
• If customer does not have the phone:

I understand. Unfortunately, we won’t be able to provide you a new device, because a year has not elapsed since your former account has been cancelled, based on the new rules for reapplying for Safelink Wireless.

• If the customer does not have the device handy or in working conditions, agents will have to click on the Re-Enroll button from the Details section from the enrollment to check if the Bring Your Own Phone option is available:
  • If the option is available, agents will have to present it to the applicants:

There is another way to get the Safelink service. If you can provide your own smartphone, we can create a new application and transfer the Safelink benefit to that device. Would you like to do that?

• If the BYOP option is not available, agents will have to inform it to the customers:

I’m sorry to inform you that the Safelink service is not available right now. Since your account has been De-Enrolled on XX/XX/XXXX, you will have to wait one year from that date, so that you can request a new device, or call to reapply using the BYOP option.

INFORMATION

• Explains Program/Income qualification and eligibility

Educate the customer about the qualification requirements. Make sure to inform the customer about the Program/Income qualification rule, and then ask questions to determine if he/she receives any government program, or if the benefit is under someone else´s name (son, daughter, spouse, tutee, dependent, etc.)

The first requirement for you to qualify is that you must be a participant in government programs such as FoodStamps, Medicaid, Supplemental Security Income… Do you participate in any of those?

Is this benefit under your name or someone else´s?

If the applicant does not have any government program, check if they may be eligible under Income qualification. In this case, verify how many persons they are in the family, and the monthly or annual income, according to the FPG tables.

You can still be eligible based on your income. Can I ask you how many people live in your household? Can you tell me approximately what your total monthly/yearly household income is?

• Explains one per household rule and eligibility

Educate customers that if somebody else already has a landline or another cell phone with Lifeline discounts, registered under that address in the same household, then they will not be able to get the Safelink Wireless Service.

One of the requirements is that you are not supposed to have another Lifeline benefit in the house. Do you or anybody else in your household have any other home phone or cell phone that receives Lifeline discounts or government discounts?

• Provides mandatory state disclosure correctly

Inform the caller about the service, including all the following items:

• no shipping charges
• free minutes
• chance to buy prepaid cards

Ok. So let me tell you about the service that you will apply for. The service provides an amount of free cell phone minutes every month. If you run out of minutes, you can buy TracFone Cards. The shipping is free.

WEB

• Suggests web enrollment and indicates benefits

After verifying the qualification requirements and once you gave the caller all the information about the service, if he/she wants to sign up, indicate the option to create the enrollment online, if applicable. Provide the benefits of web enrollment against the regular enrollment process including the applicable timeframes. If the applicant declines, proceed with an assumptive enrollment.

There are 2 ways to apply for the service. You can do it with me over the phone which will take up to 1 month or up to 30 days, or you can create the application online that will be easier and faster, taking 7 to 10 business days once the required documents are uploaded and the account gets qualified. How would you like to sign up?

If the applicant agrees, remind him/her the timeframes and provide the details to apply online, such as proofs needed, the website, etc. If applicable, validate the caller´s information and guide the applicant through the web page.

You can go to our webpage at safelink.com (agents can use either safelink.com or safelikwireless.com) to apply for the service. If required, you may also upload proofs online. The total process may take from 7 to 10 business days, once the application gets qualified.

NEW APPLICATION

• Creates assumptive enrollment / Confirms if re-enrollment process is applicable

Proceed with the creation of the enrollment over the phone. If the caller is an existing customer, verify if the customer still has the phone and if it is functional.

Let´s start creating your application over the phone. Keep in mind that the total process may take up to 30 days.

Do you still have your phone? Is it working properly?

• Gathers and confirms caller´s information

Ask the caller about the mandatory pieces of information required to create an application.

Address (temporary/permanent): gather the applicant´s full address and check spelling if necessary.

Could you please provide me your physical address? Is it permanent or temporary?

Applicant Personal Information (Name, Date of Birth, Social Security number): collect the applicant´s personal information. Check the full name spelling in order to avoid typos.

May I please have your name? Is that your legal name?

Can you tell me what your date of birth is?

Can I have the last four digits of your Social Security number?

Program/Income Certification: choose the correct option depending on the applicant´s qualification type.

And you told me you have Foodstamps, right?

So, your monthly/yearly income is X**, and there are X persons living in your house, is that correct?

Language: select the option that will determine the language of all the documentation that will be sent to the customer.

Additional disclosures: depending on the state or type of call, we may find additional disclosures that we must read to applicants for them to agree to them before submitting the application:

• TX lifeline disclosure.

• This also applies to the DSHS 9 digits Client ID for WA enrollments.

• Gathers and confirms enrollment information

Gather the rest of the applicant´s information. The agent should ask for most of these pieces of information and include it on the enrollment, if applicable, although it is not mandatory to fill in these sections in order to be able to submit the application.

Shipping Address: the agent should ask for this piece of information only if callers indicate or suggest that they have a shipping address; otherwise, this information should not be asked upfront.

Benefit Recipient Personal Information: the agent should ask for this piece of information if the caller indicated that someone else is receiving the government benefit when providing the information about the Program Participation requirement.

Contact Information: try to gather a phone number from the customer and enter it to the correct contact information field.

Do you have any contact number?

Is this your home phone number?

Privacy Law: applicable only if applicants provide their home phone number as contact information.

Would you like to receive prerecorded messages regarding special offers for SafeLink customers and promotional offers from TracFone at the home telephone number provided in the Contact Information?

Refer a Friend: ask callers if they were referred by a friend.

Have you been referred by a friend?

May I the first name and last name of the customer who referred you?

Can I also get his Safelink Wireless number?

In case your application gets Qualified, you will receive one-time 30 minutes bonus on your monthly minutes delivery, and your friend will get a one-time bonus of 100 minutes…

Promo Information: ask applicants if they have a promo code.

Do you have any promo code?

A promo code is for marketing and tracking purposes only… we would like to know how you found out about the benefit…

Customer information: for Re-enrollments, and only if applicable.

May I please have your Safelink phone number so we can reactivate it after this process?

• Explain plan

For Feature Phone:

You will receive 500 minutes every month and unlimited text messaging incoming or outgoing. Free Voicemail, Caller ID and Call Waiting. This plan includes local calls and national long distance calls, but does not include International calls. You will also have free 911 calls, even without minutes, as well as free 411 Directory Assistance calls. Roaming at no additional cost. The monthly minutes do not roll over.

For Smartphones:

You will receive 350 minutes, unlimited text messaging and 500 Megabytes of free data every month. Free Voicemail, Caller ID and Call Waiting. This plan includes local calls and national long distance calls, but does not include International calls. You will also have free 911 calls, even without minutes, as well as free 411 Directory Assistance calls. Roaming at no additional cost. The monthly minutes do not roll over.

For BYOP:

You will receive 350 minutes, unlimited text messaging and 500 Megabytes of free data every month. Free Voicemail, Caller ID and Call Waiting. This plan includes local calls and national long distance calls, but does not include International calls. You will also have free 911 calls, even without minutes, as well as free 411 Directory Assistance calls. Roaming at no additional cost. The monthly minutes do not roll over. 1Gigabyte of free data for the first 3 months of service and 500MB/month thereafter.

• Provides Enrollment ID

Educate the customer about the Enrollment ID after creating the application. Inform that this number will be used for future references, to access the account online or over the phone.

Let me give you your Enrollment Id, please take note of it. This is the number that you will use in case you need to call us back to check the status of your application. Do you have pen and paper? Your Enrollment Id is XXXXXX

FORM/PROOF OPTIONS AND PROCEDURES

• Educates about application form procedures

If the Enrollment Recording is not applicable, inform the customer about the application form and how to fill it in before sending it back:

• Do not modify: if there is a typo or incorrect information on the form, the customer must call us so we can edit the information on our end, for it to match with the data the customer will edit on the form. If necessary, a new form will be sent out to the customer.
• Sign: the application must be signed.
• Date: the customer will have to include the date on the form.
• Accept the disclosures: all the disclosures must be accepted for the application to be approved. The customer will have to place a checkmark on each statement.

Please review the form, make sure all the information is correct and accept the legal disclosure. If you see any misspellings, do not modify anything and please give us a call back, so that we can edit that information. This way, we avoid any confusions or delay on the approval of the application. If all the information is correct, please sign the form, date it and send it back…

• Explains proof documentation required

If Program/Income/DOB/SSN/Address proof is needed, make sure to indicate the caller about the documents that are valid.

Also provide this information if any additional documentation is needed.

Remember that you also need to send the copies of the documents that prove your Program/Income/DOB/SSN/Address…

• Educates about form/proof submission methods

Make sure to mention mailing, faxing and online options to submit documentation proof (MMS and e-mail can also be offerd.)

You may use the envelope where you received your application, in order to send it back, along with the proof of your Program participation/Income qualification…

Remember you can also send all the paperwork to our fax number for us to receive the documentation sooner. Our fax number is 1-866-902-5756.

Make sure to include your EID on top of every page you are faxing, so we can know it belongs to your account.

If you have a fax machine or fax number where you can receive documents, we can send them by fax…

You can also upload this documentation online, and this way the process will be much faster…

• Explains applicable timeframes

Educate about the timeframes related to the caller´s concern. Inform about the timeframes that apply to the procedure that needs to be followed.

CLOSING

• Recap – Offers additional help

Make sure you resolved the customer’s issue. Before you finish the call, provide a brief recap about the actions taken during the call, in order to make sure the customer does not have any other doubt or question. This way you can confirm the customer is not going to call back unnecessarily.

Alright, we have created an account for you, and you already have your enrollment ID number. Remember that once we receive the papers back, it will take from 7 to 10 business days for you to get the<read plan from offer>.

• Closes call correctly

Once the call is finished and after confirming that there are no further concerns or actions that need to be taken, you can proceed with the closing.

Then thank you for calling Safelink Wireless, and have a great day

Thank you for contacting us. Have a good day

• Adds correct interaction notes

It is mandatory to leave an interaction note when creating a new enrollment and every time we access an enrollment.

The note should include the name of the person calling, the reason of the call, the resolution and any additional information you think it will be useful for another agent if the customer calls back. You can use standard abbreviations.