Opening statement:
- “Thank you for calling the Express Lanes, this is [Agent Name], may I have your name please?”
 
Gathering information:
- “Thank you!”  May I please have the license plate number you are calling in reference to, today?”

- (Repeat the information (LPN) provided by the customer.)
- (Pull up the account using the information provided.)
- (Once pulled up.)

Verification of the account:
-“Please verify the complete name and address as shown on the invoice you received”.
 
- (Once Verified.)
- Thank you for verifying the account.”

- or if listed on the account, ‘
- Is the email address _____ and the phone number ____ correct?
 
- (Confirm the email address and contact number provided in order for us to check if we got the contact information correct.)
- (If customer provided Email Add/or have existing Email on the account, Offer FMAT.)

Would you like us to enroll you to our future missed a toll notification program? In case in the future you travel, we will notify you via email for your trip prior to sending you an invoice.
 
Assistance of call:

How may I assist/help you today”?
- Restate:
- (Use proper restate response.)
- It will be my pleasure to assist you with _______.
- I understand your concerns regarding ________. It will be my pleasure to assist you with ________.

Education (future travel):

Non EZPass

- To prepare for your future travel on the Express Lanes. You can open an E-ZPass account or sign up for Missed a toll email notification.

VA EZPass-

- As a Virginia E-ZPass account holder, you can also contact your E-ZPass agency to sign up for a range of email and text notifications about your account.

- In addition, please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.

OOS EZPass -
- In addition, please ensure the transponder is properly mounted, there are sufficient funds on the account, all license plate numbers are linked, auto-replenishment is active, and the address is updated with the DMV.

Closing statement:
- Are there any other concerns I can assist you with today?
- Thank you for contacting the Express Lanes, Safe travels!

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A: “Thank you for calling the Express Lanes, this is [Agent Name], may I have your name please?”

C: “Thank you!”  May I please have the license plate number you are calling in reference to, today?”
- (Repeat the information (LPN) PHONETICS)
- (Pull up the account using the information provided.)
- (Once pulled up.)

A: 
A1: “Please verify the complete name and address as shown on the invoice you received”.
- (Once Verified.)
Thank you for verifying the account.”

A2: or if listed on the account, ‘
Is the email address _____ and the phone number ____ correct?

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