LAST UPDATED 6/8/2023

Guidelines for calls:
    
Opening: “Thank you for calling the Express Lanes, this is [Agent Name], may I have your name please?”
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• Ask every customer who already has an account in CBO for their contact information and gain consent
       
◦ “For future contact, please provide an email and phone number.” 
        
◦ Or if listed on the account 

“For future contact, is the email BLANK and phone number BLANK correct?”
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• End customer interactions with a friendly safety message, when appropriate
        ◦ Do whatever seems natural
            
▪ Closing: “Is there anything else I can assist you with? Thank you for contacting the Express Lanes, safe travels!”
    
• Before closing out communications, confirm you have solved the customers’ issue(s)
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CUSTOMER CONCERNS:
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GPS

- When customer states they were directed onto the Express Lanes by their GPS, state the following:
- Signage:
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ELECTRONIC TOLLING

- 495 Express Lanes:
- 95 Express Lanes:
- 495-395-95 Express Lanes:
- Adjacent Trips:
- What are the Express Lanes? 
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FTFP E-ZPass/ Non E-ZPass

- FTF/Reductions/Waivers:
    • Offer only if a customer requests for a reduction. 
- When a non E-ZPass customer contacts us 
    • Offer only if a customer mentions First Time Forgiveness:
- When a non E-ZPass customer contacts us and a reduction is being offered and the customer is not able to pay online due to issue with website: 
    • The customer mentions Bime Forgiveness
- When a VA E-ZPass customer contacts us and we are not able to VToll due to issue with account: 
- When a VA E-ZPass customer contacts us and we are able to process a VToll: 
- When a VA E-ZPass customer contacts us and we are unable to process a VToll as trips are outside of the 90 day window: 
- When a VA E-ZPass customer contacts us and we are unable to process a VToll as trips are outside of the 90 day window but the customer is unable to pay online due to issue with website: 
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ACCIDENTAL TRAVEL

- Accidental Travel OTR:
- Accidental Travel HOV:
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FEES

- How much is the administrative fee for an unpaid invoice?
- Administrative Fee Not Listed on Signage:
- Why did the administrative fees on my invoice increase?
- Why is the administrative fee 1000% higher than my toll?
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FUTURE TRAVEL

- Non E-ZPass
- VA E-ZPass
- OOS E-ZPass
- Customer to purchase VA E-ZPass
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ONLINE ISSUS

- When customer states they are unable to pay online:
    • Please attempt to recreate the issue via the Express Lanes website and follow the guidelines for online payment issues
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DYNAMIC PRICING

- Please use the following script to explain dynamic pricing:
- f a customer contacts us regarding traveling through multiple segments on the 95 Express Lanes, add the following:
- If a customer contacts us about travel on 495:
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CONGESTION

-  Major Congestion Express Lanes, add the following:
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COLLECTIONS

- When customer contacts us regarding NCC (Nationwide Credit Corporation, LLC) referral and the BOS shows NIXIE: 
    • If the address the customer provides does not match what is showing in the CBO, pull up a copy of the .pdf of the invoice to determine what address it was mailed to.
    • If the customer is providing the address on the .pdf consider the address verified.
- When customer contacts us regarding NCC (Nationwide Credit Corporation, LLC) referral and not having received an invoice:
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COURT

- When customer has trip(s) that have been dismissed:
- If the customer states I contacted the court and they were advised the case was dismissed:
- When customer has new trips in court and there are dismissed trips showing on the account: 
    • Please check the court website and court spreadsheet to ensure the customer was not found guilty or tried in absence (TIA)
    • If tried in absence the customer will have to contact the court for payment options
- When customer has trips in court and court date have not posted: 
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AFFIDAVIT

- Affidavit:
- Affidavit for someone outside USA
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RENTAL VEHICLE

- Rental Vehicle:
- When a bus company requests to have their buses added to the Exemption List:
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HOT LANES STATUTES/ENFORCEMNET

- When customer states they have a hybrid/clean plate vehicle:
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LAW ENFORCEMENT CANNED RESPONSES 
 - Fairfax County, City of Fairfax, VSP:
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TRANSPONDER/E-ZPASS ISSUE

- If the transponder is read and rejected because the status is INVALID: