Customer DIals IVR

Last updated 4 years ago First published 07 August, 2017

Work English Rating: Above 18 Shortest path: 3 nodes Longest path: 13 nodes Possible solutions: 9
Transcription
  • Customer is told that the menu options have changed. They are reminded that they can make payments, sign up for AutoPay and see account information at torranceca.gov/utilitybilling. They are also informed that our phone system cannot take partial payments.. Press 1 if you are not a current City of Torrance customer or of you do not have your account number. . Press 2 if you have a City of Torrance account number.
  • Customer is transferred directly to agent.
  • Please enter your account number. Customer enters account number.
  • Please enter your street number. Customer enters street number.
  • Is the information you entered correct? Customer Dials 2 (No). Customer Dials 1 (Yes).
  • Customer is returned to the "Enter Account number" option..
  • Customer is taken to Main Menu. To open or close an account, press 4. For account information press 2 . For information on where to send a payment or where to make a payment in person, press 3. To make a payment, press 1. To report an emergency, press 5.
  • Customer is transferred to an agent.
  • Customer is transferred to an agent.
  • Customer is provided their balance, information on their last payment and next payment due.. Press 2 to make a payment with a check. Press 1 to make a payment with a credit or debit card.
  • Customer is prompted to enter their credit card information. Once accepted, they are provided with a confirmation number. This is the same number format that would be generated if they had made their payment online or over the phone with an agent..
  • Customer is prompted to enter their check payment (ACH) information. Once accepted, they are provided with a confirmation number. This is the same number format that would be generated if they had made their payment online or over the phone with an agent..
  • Customer is provided their current balance, last payment information, next payment information (amount and due date).. Press 0 to speak to a customer service representative. Press 9 to return to the previous menu.
  • Customer is returned to the main menu. .
  • Customer is transferred to an agent..
  • Customer is provided the City of Torrance PO BOX address for mailing payments and the City Hall address for walk-in and drop-off payments.. Press 9 to return to the previous menu. .
  • Customer is returned to the main menu.