EVOC 106 Case Study
Just to give you a brief overview of the EVOC 106 issue from this morning. Kia came over and
asked our input on a call that Latoya was assisting a rep with. Apparently Kevin Kirby decided to
get involved as well because he overheard it. The Front line agent was on the phone with a
customer who was trying to complete ease migration and attempted to add her mobile number as a
contact point for text alerts. She got the standard EVOC 106 text stating that the number was
already opted in for alerts on another customers account. The other account was her deceased
husband. Latoya was able to locate the deceased account and did in fact see the customers number
as a contact point. Kevin Kirby called Mel to see if any exceptions could be made with... Show
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I feel this process should be added to the un enroll task when doing account cleanup, as we already
have a process to remove a cardholders email and replace it with
[email protected]. Having
customers reply stop will provide a number cleanup in workbench. As for the identity verification
piece. If legal decides a customer needs to be verified before we can provide the reply STOP info
then we could use my original idea when this first came up and utilize the Step Up authentication
piece, that would give us the verification we need from a legal standpoint. Sorry this was so long
but I wanted your insight on this so we can come up with a viable solution during our next DTL
meeting.
Just to give you a brief overview of the EVOC 106 issue from this morning. Kia came over and
asked our input on a call that Latoya was assisting a rep with. Apparently Kevin Kirby decided to
get involved as well because he overheard it. The Front line agent was on the phone with a
customer who was trying to complete ease migration and attempted to add her mobile number as a
contact point for text alerts. She got the standard EVOC 106 text stating that the number was
already opted in for alerts on another customers account. The other account was her deceased
husband. Latoya was able to locate the deceased account and did in fact see the customers number
as a contact point. Kevin Kirby called Mel to see if any exceptions could be made with an
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