CUSTOMER SERVICE FORUM
February 18, 2010
STANDARDS FOR TELEPHONE RESPONSE
OBJECTIVE:
Implement minimum statewide standards for telephone response.
RECOMMENDATIONS:
1. Greeting
Thank you for calling Child Support Services; this is “your name”. For security purposes, I
need to verify information you may have already entered:
o Would you please verify the last four digits of your social security number?
o Address and telephone number, cell phone and e-mail address.
o Do you have (still have) attorney representation with respect to child support?
o How may I help you?
2. Reminders
2.1. Review if the case is Interstate. Refer the caller to contact the appropriate agency.
2.2. Promote self service confirming Participant ID and PIN number. Provide if necessary.
2.2.1. The self service Web – www.childsup-connect.ca.gov, should be used for:
VIEW:
o List of all cases
o Detailed information on each case: county, case status, their role, monthly
support amount, arrears amount, legal activities, support orders, and case
status history.
o Detailed information regarding payment and disbursements through the
last day of the previous month.
o Response to questions and concerns submitted.
DO:
o Download an application.
o Change their PIN or request a new one.
o Provide new address and employer information.
o Provide other party’s information.
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o Submit questions and concerns.
2.2.2. The self service IVR 1-866-901-3212 should be used for:
AUTOMATIC ALERTS:
o If appointment exists within 30 days, they hear the upcoming appointments.
o If they are NP:
If delinquent they hear they have a payment past due and are told they
can make a payment online or via the SDU IVR.
They hear the amount and date of the last payment received.
If they are a CP:
They hear the date of the last payment disbursed to them .
GET MORE INFORMATION ON:
o Payments including: date received, source of payment, and method of
payment (i.e., Check, Cash, EFT)
o Arrearage information including: Current Support Amount (if any) and Case
Arrearage Balance.
o Appointments – All types tracked within CSE.
o
Change an existing PIN.
2.3. Encourage direct deposit.
3. Voice Tone
3.1. Have a welcoming tone of voice. (Customers can hear you smiling.)
3.2. Do not speak in monotone.
3.3. Pace your speed to the caller.
3.4. Do not use “can’t”, “don’t” and “won’t”.
3.5. Never use jargon and acronyms.
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3.6. Use active listening taking into consideration the intent and the unstated needs of the
caller. Be empathetic and non judgmental.
3.7. Use reflective listening by listening for the whole message. It is interactive and includes
responding to the client to clarify what is being said and to convey mutual understanding
by reiterating what you heard back.
4. Hold
4.1 May I place you on hold?
4.2 When you come back, say thank you and their name.
5. Wrapping Up
5.1. Summarize the conversation stating actions and expectations.
5.2. Is there anything else I can help you with today?
5.3. Allow the caller to hang up first.
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