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CALL FLOW

OPEN

  1. “Thank you for calling the Express Lanes, this is [Agent Name], may I have your name please?” ///////////////////////////////////////////////////////////////////////////////////////////////////////// GATHER

  2. Thank you! May I have the license plate number you are calling in reference to, today? ///////////////////////////////////////////////////////////////////////////////////////////////////////// VERIFY

  3. For future contact, please provide an email and phone number. OR.......................... THIS: Please verify the account. Is the email address ___________and the phone number__________correct? ///////////////////////////////////////////////////////////////////////////////////////////////////////// ASSIST

  4. How may I help you today? ///////////////////////////////////////////////////////////////////////////////////////////////////////// REAFFIRM

  5. It will be my pleasure to assit you with (YOUR CONCERN). I understand your concern regarding (SPECIFICS). ///////////////////////////////////////////////////////////////////////////////////////////////////////// RESOLVE

Sample 1: [Insert Customer Name], I have good news, you are eligible for our First Time Forgiveness program. I’m able to [waive/reduce] your payment by [$X.XX]. I can only do this one time, and it will bring your balance down to [$X.XX].

Your new due date is [Insert Date]. That’s probably different than the date on your invoice. To avoid any penalties or additional fees, you can take care of the balance now with me

Sample 2: We understand mistakes happen. Our team works with the Virginia Department of Transportation to make sure the Express Lanes are clearly marked. It’s best to deal with payment sooner rather than later. To avoid any penalties or additional fees, you can take care of the balance here with me now.

In the future, please keep an eye out for the purple and white signs leading up to and on the Express Lanes. Unlike traditional toll roads, our Lanes don’t have toll booths or the option to pay in cash. That means you must have an E-ZPass account to use them. ///////////////////////////////////////////////////////////////////////////////////////////////////////// PROCESS

  1. Process... ///////////////////////////////////////////////////////////////////////////////////////////////////////// ASSURANCE

  2. Assurance... ///////////////////////////////////////////////////////////////////////////////////////////////////////// CLOSING

9 “Is there anything else I can assist you with? Thank you for contacting the Express Lanes, safe travels!”