PAYMENT ARRANGEMENT FLOW


STEP 1: Always ACKNOWLEDGE the customers concern and provide an ASSURANCE of help

We absolutely understand needing some additional time to pay. I want to make sure you stay connected and I’m happy to review your account and determine what options we have available. 

*PROBING

While doing this, if you do not mind me asking, may I know when can you settle the total past due?

While doing this, do you have any amount that you can settle today to lower down the bill? 

STEP 2: Perform a VISUAL AUDIT of the customer’s account and EDUCATE the customer on the existing
payment arrangement.

It does show an existing payment arrangement for the balance of $XXX to be drafted from your bank account in XX days. I’m glad we were able to secure this option for you.

STEP 3: EDUCATE / HELP THE CX on the bill - 

Example 1 NEW

Absolutely got you there, NAME.  I recommend keeping the payment arrangement in place to avoid service interruption and getting additional fees such as restore fee charges of $20.00/line up to max $60.00/account (Tax not included/One Time-Charge). I also want to make sure you are not running into your next bill which will create a larger payment amount later if we delay. 

How about we check for some options in lowering the bill?

OR

I don't mean to pry, may I know our challenges in keeping up with the payment? I will look for options in giving you a long term resolution so you'd be able to enjoy your services.

— Check for Autopay
— Bill cycle change
— Rate plan change
— Removal of other paid features 
— Check for EIP that will end or can be paid off early


STEP 4: MOVE the call forward SET EXPECTATIONS

CX, I am happy to note your account of our discussion today and your commitment to pay on _____. To recap, we have you scheduled for the amount of $XXX to be drafted/Paid from your bank/card account in ___ days. Don’t forget that you can always review your payment arrangement details online on the T-Mobile web or app at your convenience.
FOR PAST DUE FOR MORE THAN 31 DAYS 

Thank you for giving me the opportunity to find the best resolution. While I look at your account and the available options, may I know how much are you able to settle today?

The most important thing is that we have a resolution that works for both today and the long term for you. For us to set up a new payment arrangement the system requires the account to settle at least the minimum payment of $

I understand that having service is important and I want to do everything I can to help. If you can get $XX paid, the system will give us an option to set up a payment arrangement and restore the service, will this work for you?
3rd Party App (Last Option)

There is a possibility that the account service could be interrupted but checking here only the outgoing services will not work for the time being. At most, incoming calls and text should work just fine but no further guarantee though.

If you have a 3rd Party App and Wi-Fi available, like Facebook Messenger, WhatsApp or Google Hangouts, you may still get to send message since those application can be use thru W-Fi. Hope that information helps.