CANVAS BUSINESS MODEL WINDOWS

Payment arrangement process

WOW! BILLING INFOGRAPHIC

Payment arrangement are available only after an account has been active for 6 month and are past due between days 50 and 99.

Non pay scope of support for care agents Day # 44 - 49

• Assist with balance inquiries
• Process a payment for the full past due balance and advise the customer of the reconnect fee and late fee
• Offer a temporary extension to allow customers to pay the full past due balance by day 50 and advise the customer of the reconnect fee and late fee

• Assist with balance inquiries
• Process a payment for the full past due balance and advise the customer of the reconnect fee and late fee
• Transfer customers who cannot pay their full past due balance to Collections

Day # 50 – 99 after Hours

• Assist with balance inquiries Process a payment for the full past due balance and advise of the reconnect fee and late fee

• Agents may provide a one-time service restore for these customers.
• Advise the customer that if they have not paid the full past due balance or have not spoken to Collections before day 55, services will revert to Soft Disconnect status

Scope of support

Education

• Mr./Ms, You do qualify for a payment arrangement but I can’t offer a payment arrangement now because collection is close, but I can restore your service as a one-time courtesy and please give us a call once collection is open "check extension list".

• Please be aware that if a payment of the entire past due balance has not been posted to your account in the next 5 days, your service will be interrupted again.

• Mr.\Ms, for payment arrangement qualification the account must be active at least for 6 months, I do understand our dilemma and I am able to put myself on your shoes but the only way to get services back on would be posting a payment for the full past due balance.

Let's keep in mind that we received this type of calls very often and this needs to be handle in the most accurate way, using our tools like icoms in task 14 to verify the specific day when services will be interrupted, task 25 to verify charges\credits or any other task.