CALL FLOW

OPENING SPIEL "Welcome to Qantas Frequent Flyer, this is Nicole" AUTHENTICATION IVR OTP MANUAL (TS) TROUBLE SHOOTING QLCC (only applicable if it's RESOLVED) " CLOSING SPILL "Thank you for calling Qantas Frequent Flyer, this is Nicole. Have a Good Day!"

"try to change the mood of the member to a positive kineme" "I appreciate you calling QFF so we can update your phone number" "I'm sorry you have to call us but let me assist you with _____"