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Answering Services: Nationwide & Local Call Center Services

Alliance Inspection Management

Call Center Guide

 

Audi Automotive Financial Services

Volkswagen Credit

Outbound

Call Campaign

 

Agent Read Purple Scripting 

 

Greeting

  • Hello, this is (Agent Name), calling on behalf of Alliance Inspection Management.
  • May I please speak with (Lead First and Last name)?
    • If the lead name is a business, ask to speak with the person responsible for the leased vehicle through the finance company listed on the account (Audi Automotive Financial Services or Volkswagen Credit.)
  • We are calling regarding your vehicle leased through,
    • Volkswagen Credit
      • Or
    • Audi Automotive Financial Services

Please remember to only refer to the specific finance company listed on the lessee’s account.

Customer Available

  • This call is monitored and recorded for training purposes.
  • This call is regarding the pre-termination inspection on your leased vehicle.
  • Before we move forward, may I please ask you to verify the zip code on your account?
    • Wait for the customer to verify

 

  • (If at any time you see a VW account with an account number that is 9900001 – this is a corporate account.  Name on the account may not match up with actual person calling in.  Also, address on the account will usually be a corporate address in Chattanooga, TN or Auburn Hills, MI.  You may have to resort to the VIN to make sure you are scheduling the appointment on the correct vehicle.)

 

  • This Vehicle Inspection provides detailed information about the condition of your vehicle including an assessment of any excess wear and use. Understanding this assessment before lease end ensures you have the full picture to make your next vehicle decision.

Wants to schedule appointment

  • Our Inspections are scheduled Monday through Friday in time blocks- 8 a.m. to 12 p.m. and 12 p.m. to 5 p.m. and an inspection typically takes about 25 minutes.
  • We can schedule your inspection at any location convenient for you. Where would you like the inspection to take place?
  • Great, can you provide that address?

DO NOT ASSUME INSPECTION WILL TAKE PLACE AT LOCATION ON FILE. ALWAYS COLLECT.

Collecting and verifying Inspection Location Details

  • Enter street number, street name, suite number (if applicable), apt number (if applicable) in Street 1 field.
    • DO NOT USE STREET 2 FIELD
  • Repeat the full address back to the customer including the zip code. Phonetically verify the street name and city back to the customer if the name is unique or the spelling is in question. (Updated 12/17/18)
    • Example- “I show an address of 1234 Minnehaha Street spelled M as in Mary; i as in Igloo; -n as in Nancy; -n as in Nancy; -e as in Edward ; h-as in Henry; a-as in Apple; h-Henry; a-as in Apple, street, in Why, spelled W-as in Water; -H as in Hat; -Y as in Yesterday, AZ 85321. Is this correct?”
  • Confirm with the customer whether the location is residential or a business. Is this residential or a Business ?
  • If the note Invalid Address found shows in the date and time box, ask the customer again to confirm the new address.
  • “Mr./Mrs. The system is saying there might be an error in the location information, I’d like to confirm again that I have the correct address. I have (verify the full address that you have keyed in, including the city, state, and zip code). Is that correct?”
  • Once you have confirmed with the customer that the address is entered correctly, but is still prompting Invalid Address found, you must verify location using Google Maps.
  • “Please hold one moment while I check for available appointment dates.”

Offering appointment date and time frame

  • Check up to two weeks out - offer the first dates and time blocks available.
  • Or, if the customer requests a specific date, you may also search for that date.
  • If no dates populate, inform the customer that you have searched for an appointment and that our program is not showing any appointments in the next two weeks and that with their permission, you can continue to search.  If the customer is okay with this, search an additional two weeks.  If they do not want you to search out any further or if they do and no dates populate, instruct customer you are going to connect them to dispatch who will be able to make the necessary arrangement to complete the inspection.

Contact information and notes

  • Our inspectors call prior to their arrival. What is the best number to reach you on the day of your inspection?”
  • And will it be you the inspector is meeting?”
  • Verify back digit-by-digit
  • Collect and enter name of person meeting inspector in the comment to Inspector field.
  • If inspection location is a business must also note the name of the business in the Comment to Inspector field.
    • Example: 1234567890 John Smith please call prior to arrival
    • Example: 1234567890 John Smith with Answernet please call prior to arrival
  • If the customer provides you with any special instructions or directions for the inspector, you must include this in the comments to inspector field.
    • Example: 1234567890 John Smith please call prior to arrival location is a gated community

DO NOT ADD COMMENTS LIMITING THE TIME FRAME OF THE APPOINTMENT. If the customer cannot or will not agree to an available time slot advise them that they can call the dispatch office the morning of the appointment for an estimated 2-hour window. Reiterate that we can also have the inspector call prior to arrival as well. IF the customer still cannot or will not agree to 8-12 or 12-5, direct them to the dispatch office @ 866-621-9123.

DO NOT use punctuation marks or symbols in the address, notes to the inspector field, or phone number sections.

Inspection process recording

The inspection process recording MUST be provided on all scheduled inspections. Even if it is a reschedule.

  • Go straight into providing the inspection process; do not ask the customer if they would like to listen.
  • If the customer stops you stating they do not wish to hear the inspection process, then you may proceed to the next step of the call.
  • Mr./ Mrs., while I finish scheduling your appointment, please listen to the following information so you know what to expect on the day of your inspection. This will be a short recording. Please stay on the line at the end of the instructions so I can finalize your appointment and provide your confirmation number.
  • To play the inspection recording you must conference in the recording DID- 620.213.4353
  • Please make sure to mute yourself so the customer does not hear your background noise along with the recording.
  • The recording will play as below. If for some reason the recording will not play, you must provide to the customer:
    • Thank you for scheduling your inspection with Alliance Inspection Management.
    • On the day of the inspection, please make sure that your vehicle is clean inside and out and remove any loose items from the interior and the trunk.
    •  Please have all the original equipment available to be inspected.
    • You or a responsible party will need to provide the keys to the inspector when they arrive at your location.
    • We encourage you to take part in the inspection.
    • Our inspections take approximately 25 minutes and include an interior, exterior and functions check.
    • We will not drive the vehicle, but the inspector will need to start the vehicle. Digital pictures will be taken.
    • At the completion of the inspection we will return your keys and review the condition report with you or the responsible party.
    •  You will be able to take the condition report with you to the dealership when you turn in your vehicle.
  • Recording Ends. Remember to remove yourself from mute so the customer can hear you.
  • Thank you for listening, Mr./ Mrs. (Customer’s Name).

Confirming appointment Information for Final Recap

  • We have your appointment scheduled at (Full address), (Confirm whether this is for the home or a business; if a business must also confirm the name of the business) for(day/date) between the hours of (time frame).
  • The inspector will call prior to arrival at (xxx-xxx-xxxx), is this correct?
  • The inspector will be able to answer any questions you may have regarding the inspection, but if you have any other questions regarding your lease return, please contact (provide specific finance company information, including the days and hours of operation.)
    • Volkswagen Credit at 1.800.521.0171
      • Or
    • Audi Automotive Financial Services at 1.866.277.8191
      • They are open Monday through Friday from 8 a.m. to 8 p.m. Eastern.
  • I do have a confirmation number if you would like to write it down.
  • Your confirmation number is (provide confirmation number) and your appointment is scheduled.

No appointments available – TRANSFERRING TO DISPATCH

After searching two weeks out, if no dates populate, inform the customer that you have searched for an appointment and that our program is not showing any appointments in the next two weeks and that with their permission, you can continue to search out  an additional two weeks. If they do not want you to search out any further or if they do and no dates populate, ask the customer if there is another address you might try. If not, instruct customer you are going to connect them to dispatch who will be able to make the necessary arrangement to complete the inspection. For VW customers, use the following scripting when transferring a call to dispatch:

  • Mr./Mrs. (name) at this time I would like to connect you to our dispatch team for further assistance in scheduling your inspectionPlease be advised you may experience a longer wait time as we want to ensure that each customer’s scheduling needs are met. We understand how valuable your time is and we thank you for your continued patience while I get you connected to our dispatch team. If we are disconnected during the transfer you can reach them directly at 866-621-9123”.
  • Call the dispatch office at 866-621-9123 – warm transfer (do not cold connect).
  • Announce the call to the dispatch agent:
  • “Hi this is (your name) with the call center.  I have a customer on the line that I am not showing any available appointments.  I have their lease number when you are ready. (State lease number when prompted).  The lease record is under the name (state name on lease record) and I have (customer name) on hold.  Please let me know when you are ready for transfer.”
  • “Mr./Mrs. (customer name) I have (dispatch agent’s name) who already has your information.  I will connect you now.”

 

  • If it is outside of normal business hours for Dispatch or you were unable to reach dispatch due to extended hold time due to high call volume:
  • “I’m sorry that I am unable to reach dispatch at this time.
  • “I will put in a request to have Dispatch office call you back within 24 business hours”
  • Proceed to section of call scripter where you can send email to dispatch
  • Fill out all the blanks while customer is still on the line and send email to dispatch.
  • As a reminder the customer may also contact the Dispatch office directly at 866-621-9123

 

SENDING AN EMAIL to Dispatch

  • If sending an email, you MUST collect all information with the customer on the line.
    • Email will consist of:
      • Agent Id- Your agent ID is your first name, middle name, and last name initials.
      • What is your full name- This is the customer’s name
      • Best contact phone number
      • VIN
      • Account Number
      • Best time to return call
      • Best Address for Inspection Location
      • Any dates that work better than others
      • Dates that will not work
      • Prefer Morning (8-12) or Afternoon (12-5)
      • Additional details (Information just like inspector notes)
      • Reason for the transfer

 

Closing of Call

Closing MUST be provided on all calls that customer is available

  • “Is there anything else I can help you with today?”
  • “Thank you for speaking with Alliance Inspection Management. Have a great day/afternoon/evening.”

Customer not available - Answering Machine/Voicemail Message

  • “We are calling to schedule a pre-termination inspection with Alliance Inspection Management Services on your leased vehicle. Please contact us at:
    • Audi Automotive Financial Services- 844.889.8529
      • OR
    • Volkswagen Credit-844.264.9704
  • so that we may schedule your pre-termination inspection. Please have your lease account number ready when returning our call.
  • Thank you and have a good day/afternoon/evening

Customer not available Responsible Adult Greeting

  • Keep in mind we do not have to schedule with the lessee listed. If the responsible adult says they can schedule for the appointment, then proceed to schedule.
  • If the responsible adult answering cannot schedule, follow through with leaving a message:
  • Would you mind taking a brief message? Thank you. We are calling to schedule Mr./Mrs. (Customer Name), pre-termination inspection on their leased vehicle through Audi Automotive Financial Services/Volkswagen Credit.
  • Please have Mr./Mrs. (Customer Name), call Alliance Inspection Management toll free at 844.889.8529 (Audi) or 844.264.9704 (Volkswagen) so we may schedule a pre-termination inspection on his/her lease vehicle.

Customer Available- Does not want to Schedule an appointment

  • For customers who object to the inspection or don’t understand the need/benefit refer to rebuttal’s sheet.
    • Example: Regardless of whether you plan to have repairs made prior to returning your vehicle, you will be aware of your vehicles assessed excess wear and use or be able to confirm that your vehicle does not have excess wear and use.
  • Please keep in mind to never argue or aggressively communicate these benefits. We much rather have a satisfied finance customer, than a scheduled inspection.

Customer has purchased vehicle

  • I will note your account.
  • Is there anything else I can assist with?
  • Thank you for speaking with Alliance Inspection Management and have a great day/afternoon/evening.
  • Leave an internal comment stating that the customer purchased the vehicle.
  • Disposition the call appropriately in both the CRM and the dialer.

Customer will be purchasing vehicle

  • If a customer states they will be purchasing, they can still have the inspection if they wish.
  • Please keep in mind that the inspection will provide you with additional information you may find helpful if your decision to purchase the vehicle changes. The vehicle inspection provides information about the condition of your vehicle including an assessment of any excess wear and use. You will be aware of your vehicles assessed excess wear and use or be able to confirm that your vehicle does not have excess wear and use.
  • If after using a soft rebuttal the customer still does not wish to schedule:
    • I will note your account
    • Is there anything else I can assist with?
    • Thank you for speaking with Alliance Inspection Management and have a great day/afternoon/evening.
  • Leave an internal comment that the customer will be purchasing the vehicle
  • Disposition appropriately in both the CRM and the dialer.

Customer has turned in vehicle to Dealership

  • Mr./Mrs. (Customer Name), What is the name of the dealership you returned the vehicle to?
  • When did you return the vehicle?
  • Leave an internal comment with the name of the dealership and return date
  • Is there anything else I can assist with today?
  • Thank you for speaking with Alliance Inspection Management. Have a great day/afternoon/evening.
  • Disposition appropriately in both the CRM and the dialer.

Customer would like a call back at a later date

  • Thank you, when would be a better time for us to call you back?
  • Is there anything else I can assist with today?
  • Thank you for speaking with Alliance Inspection Management. Have a great day/afternoon/evening.
  • Leave internal comment stating the date the customer would like to be called back on and any relevant information
    • Example- Different phone number, name of person to contact, etc.
  • Disposition appropriately in both the CRM and the dialer.

Customer indicates they will call back at a later date

  • Thank you, I will note your account.
  • Is there anything else I can assist with today?
  • Thank you for speaking with Alliance Inspection Management. Have a great day/afternoon/evening.
  • Leave internal comment stating the date the customer indicated they would call us back on and any relevant information.
  • Disposition appropriately in both the CRM and the dialer.

Customer never wants to be called back to schedule

  • Advise the benefits of the inspection and provide a soft rebuttal.
    • Example- It is highly recommended to have a pre-termination inspection completed. If excess wear and tear is determined, you will have the option to have repairs done prior to returning the vehicle.
  • If the customer still indicates they do not wish to schedule:
  • Thank you, I will notate your account.
  • Is there anything else I can assist with?
  • Thank you for speaking with Alliance Inspection Management. Have a great day/afternoon/evening.
  • Leave internal comments stating that the customer does not wish to be called again
  • Disposition the call appropriately in both the CRM and Dialer.

 

Customer has multiple vehicles to schedule

  • NEVER refuse to schedule an appointment for the customer no matter how many vehicles the customer states they need to schedule.
  • Each account accessed MUST have the verification process followed to ensure you have the correct account located.
  • Follow the same scheduling process for each vehicle as you would if there was just one vehicle to schedule. This means:
    • Collect Inspection location
    • Verify back to the customer immediately after collection, phonetically and in full.
    • Leave comments for the inspector including the best contact number for the day of the appointment and the name of the responsible party to be present.
    • If the customer provides any special instructions for the inspector, make note of that as well
    • Provide final recap for each individual inspection scheduled to ensure the information and day/date/time are correct.
    • Leave an internal comment of the scheduled appointment date and time

Customer wants to schedule their inspection at the dealership

  • Mr./Mrs. (Customer Name), please provide me with the dealer name address, phone number and a contact person at the dealer and we will be happy to conduct the inspection there.
    • MUST FOLLOW ALL SCHEDULING PROCEDURES
    • Name of the dealership as well as the name of the responsible party whether a representative from the dealership or the customer themselves must be notated to the inspector.

Customer Requests a more specific Timeframe

  • Mr./Mrs. (Customer Name), all appointments are scheduled Monday through Friday in blocks of 8:00 am to 12:00 pm or 12:00 pm to 5:00 pm. The Inspector’s route is finalized the morning of the scheduled appointment. You may call the dispatch office at 866.621.9123 as early as 7:00 am EST. the morning of your appointment for an approximate 2-hour window. We can also have the inspector call you prior to their arrival.

Customer wants to schedule Inspection but may not be able to meet inspector

  • Mr./ Mrs. (Customer Name), if there is another responsible party that can provide the inspector with the keys, that will be enough. The inspector would then inspect the vehicle and return the keys and the condition report to that same party.

Customer wants to know if they pay the inspector for the excess wear and use

  • Mr./ Mrs. (Customer Name), no. You may choose to make the necessary corrections to your vehicle and provide an itemized invoice and proof of purchase when you turn in your vehicle or you may elect to have all excess wear and use charges added to your lease bill when you return your vehicle.

Customer wants to know next steps if inspector finds damage

  • Mr./Mrs. (Customer Name), you may choose to make the necessary corrections to your vehicle and provide an itemized invoice and proof of purchase when you turn in your vehicle or you may elect to have all excess wear and use charges added to your lease bill when you return your vehicle. You may also contact your originating dealer to discuss your options.

Customer wants to know what happens after the inspection

  • Mr./ Mrs. (Customer Name), please contact
    • Audi Automotive Financial Services at 866.277.8191
      • Or
    • Volkswagen Credit at 800.521.0171
  • They are open Monday through Friday from 8 am to 8 pm Est. and will be able to assist you with those steps.

 

Customer wants an inspection appointment on Saturday or Sunday

  • Mr./Mrs. (Customer Name), currently we do not offer weekend appointments. All appointments are scheduled in blocks of 8:00 am -12:00 pm or 12:00 pm -5:00 pm Monday through Friday depending on inspector availability. We can schedule appointments at any location that is convenient for you such as a work location or neighbor’s home. We will need a responsible party to provide the keys to the inspector. Once the inspection is completed the inspector will then return the keys and provide the condition report.

Customer wants to know if there is a spanish speaking customer service representative

  • Yes, please hold one moment while I transfer you to dispatch.
  • MUST complete a warm transfer.

Customer wants to know why they should have aim inspect their Vehicle

  • AIM can schedule the inspection at any location that is convenient for you. You would not need to take time off work, Aim will come to you.
  • By Aim inspecting the vehicle you will know the condition of your vehicle prior to return.
  • If there is excess wear and use charges you will know ahead of time.
  • You will have the opportunity to fix them prior to returning the vehicle. If you do, you must provide an itemized invoice and proof of purchase.
  • You may also work with your dealer to discuss your options.

How long are inspections valid for? 

For VW/Audi customers, the vehicle inspection is valid for 90 days from the date of the inspection. For Volkswagen corporate employees (account numbers starting with 990000001) their inspections are good for 60 days.

Customer wants to know their finance company phone number

  • Audi Automotive Financial Services- 866.277.8191
  • Volkswagen Credit- 800.521.0171
  • They are open Monday through Friday from 8 Am to 8 PM Eastern.

Customer wants callback numbers to reach call center

  • Audi- 844.889.8529
  • Volkswagen- 844.264.9704

Customer wants Dispatch Customer Service Number and Hours

  • 866.621.9123
  • They are open Monday through Friday 7:00 AM- 8:30 PM Eastern

Customer Asks for pictures or if then need a copy of their inspection

DOES THE INSPECTOR CARRY IDENTIFICATION SHOWING HE IS WITH AIM?

  • Yes, and they also wear a polo shirt with the AiM logo on it.  And, if the customer calls dispatch on the day of the inspection, they can get the inspector’s name, as well.

If no available appointment dates are found – can customer request an extension?

  • Please refrain from advising customers to contact their finance company for an extension if we are unable to schedule an appointment before the lease maturity date.
  • Extensions are not guaranteed and are offered at the discretion of the finance company.
  • Any questions by the lessee about an extension - should be directed to the finance company, but we should never present it as an option if we are unable to schedule an appointment before the lease maturity date.
  • And, of course, if no dates available – transfer to dispatch.

 

 

 

 

    Chief Executive Officer

               Founder

      Remote Home Office

    Human Resource Manager
       Remote Home Office 

 

  Hours Of Operation

 

Mon - Sat   8am to 7pm est

 

Call Us At 267-587-6191

 

Office Closed on Sundays

 

Human Resources can be reached through email 
 

 

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