Connect, collect, protect

Follow this flow if your customer says their financial situation has changed and they need extra time to pay or need a solution to make their account more affordable.

Customers impacted by government shutdown must attempt to secure a Payment Arrangement (PA) before you may offer the Govt Shutdown (FEDGVT) collection hold for Government shutdown handling.

Connect

Create a personal connection with the customer.

Never contact a customer by any method, including calls, text, or email. Do not proactively reach out to customers to collect on their past due accounts

  • Do not schedule follow-ups to contact customers to collect on their past due accounts, even if the customer plans to make a payment later.
    • If customers say they are able to make a payment later, offer a payment arrangement and give self-help options to make their payment online at their convenience.
  • Do not send a message from Atlas to have the customer pay sooner.
  • Collections is a heavily regulated area, and T-Mobile has designed specific protocols for outward communications to customers with past due accounts. Proactively contacting customers to take payments or set up payment arrangements is against T-Mobile policy.
  • Only set up a payment arrangement with a certified bank.
    • Never intentionally take a payment or setup a payment arrangement with fake or incomplete bank account details.
    • Never set up payments if it is known the funds will not be available at the time that payment is scheduled to draft from the customer’s bank, credit card, or debit card.

  • Greet the customer and verify the account.
    • Unverified and unauthorized callers cannot make a payment or set up a payment arrangement with Care. Direct the caller to self-service. Refer to Account verification: Care.
  • Complete an Expert review
    • View the balance in full.
    • Review previous memos.
    • Is there an existing Payment Arrangement (PA)? 
    • Is there an existing collection hold?
    • When was the customer’s last payment?
    • How many days past due is the customer?
  • Remember that customers have more account options within the first 30 days of being past due.

  • Listen for tone of voice and any frustrations the customer shares.
  • Acknowledge any concerns and show empathy for their situation.
     

Example scripting: 

  • I know it can be frustrating to get a bill that is higher than expected. I can help you breakdown the charges.
  • I definitely understand the need for some additional time to pay and I am happy to discuss options with you to help you stay connected.

Collect

Start with the balance in full then negotiate to secure the account.

Follow the collection call flow to assume payment, overcome objections and negotiate. You’ll sound more confident and provide a better experience by:

  • Actively listening
  • Asking the right questions; you may uncover additional issues or opportunities
  • Responding appropriately with the best solution
  • Creating urgency to secure the account by providing the benefits of making a payment or painting the picture of the inconvenience of missing a payment
  • Being assumptive and acting as a customer ally
  • Do not apply adjustments to your customer’s account to offset fees (restore or payment support fees).
  • Engage your coach if the account is 120 days or more past due delinquent, and your customer doesn't want to make a payment.

 

Ask probing questions to overcome objections

  • Are you able to pay the balance in full today?
  • I see you have a payment method on file, can we use that?
  • What is the most you can pay today?
  • When would be the earliest you can make a payment?
     

Start with the balance in full then negotiate to secure the account.

  1. Attempt to collect the account balance in full.
    • Example scripting:  I am so sorry to hear your device is not working properly, I can definitely help you troubleshoot to determine what’s happening. Before we start troubleshooting your device, I see there is a balance of $XXX.XX, can we use the card ending in XXXX to process the payment?
  2. If the customer cannot pay the balance in full, attempt to collect the full past due balance.
    • I get it. It’s a large billing amount to pay all at once. There is a total past due balance of $XXX.XX.  Making a payment for this amount will bring your account current. I want to make sure you stay connected. How does that sound?
  3. If the customer cannot pay the full past due balance, attempt to collect the oldest past due amount (30 days past due) if applicable.
    • Example scripting: No worries. Sounds like you may need a payment arrangement to help you with securing the account and giving you a bit more time to pay.  To qualify for an arrangement, your account will need to be less than 30 days past due. I recommend making a payment for your oldest past due balance amount of $XXX.XX so that we can get the arrangement secured. Will that work for you?
  4. If the customer cannot pay the oldest past due amount (greater than 30 days past due if applicable) or requests a payment arrangement, attempt to collect any payment the customer can make today. Remind them of the inconvenience of missing a payment.
    • Example scripting: 
      • If the customer is less than 30 days past due and requests PA:
        • No worries. I am happy to look at payment arrangement options for you. What is the most you can pay today to get the payment arrangement started?
      • Soliciting any payment amount and customer is unable to pay the amount that is greater than 30 days past due:
        • I understand not being able to make a payment for the oldest past due balance today. It’s important that we work towards reducing the overall balance. Is there any amount that you can pay today to help with lowering the billing amount?

If the customer is unable to pay but qualifies for a PA:

  1. Recommend a payment arrangement. Example scripting:
    • Sure. I understand not being able to make a payment towards the balance today. Let’s go ahead and get the payment arrangement secured. When is the earliest you be able to make the payment?
  2. Secure the commitment and confirm M.A.D (method, amount, date).
    • Assume the FDP and explain the benefits of adding it.
    • Example scripting:
      • I see we have payment information already on file. Will you be using the account ending in 1234 to secure the arrangement so you won’t have to worry about making the payment on your own?
      • I don't show we have your payment information already on file. Go ahead and grab your card information so we can secure the arrangement for you, and you don’t have to worry about calling back in to make the payments.
  3. Provide all payment arrangement disclosures and advisories.
  4. Memo the account appropriately with MAD (payment Method, Amount, Date) that the customer will use to bring their account current.

If the customer is unable to pay and does not qualify for a payment arrangement or cannot commit to an available payment arrangement:

  1. Secure the Commitment.
    • Confirm when the customer will make the payment and the amount they will pay.
    • Advise the customer that a Promise to Pay (PTP) will not secure the services or prevent service interruption.
    • Example scripting:
      • I am happy to note your account of your intentions to pay, however a note on the account does not secure your services from suspension and additional fees.  Do you know when you will be able to make your payment and the amount that you will be able to pay?
    • Educate the customer on next steps based on account status:
      • Active
        • Your services may be interrupted if payment is not made today, and you will incur a $20 restore fee plus tax, per line with a 3-line cap.
        • Payment is due prior to the account being restored if your account is suspended.
      • Ladexed
        • Your service may be fully suspended in the future.
        • Payment is required prior to your service is restored, this will include a $20 restore fee plus tax, per line with a 3-line cap.
      • Suspended
        • Payment is required prior to your service being restored; this will include a $20 restore fee plus tax, per line with a 3-line cap.
        • Your account may be canceled if payment is not made today.
        • Any Equipment Installment Plans or Hardship Payment Program (HPP) will be accelerated if your account is canceled.
      • Canceled
        • Payment is required prior to your service being restored.
          • $20 restore fees, plus tax, per line with a 3-line cap may be applied.
          • Cancelled accounts are manually resumed after the required payment.
        • Your account may already be assigned to a collection agency and payment is required to bring the account current.
  2. Memo the account appropriately with MAD (payment Method, Amount, Date) that the customer will use to bring their account current.
    • If the customer does not provide a commitment to pay, memo the account that the customer was unable to commit to making a payment and they were advised of next steps including possible service interruption.

Protect

Determine the reason for delinquency and review options to lower the bill. Recap actions taken to ensure all issues have been addressed.

Probe to determine what is causing the payment problem.
Ask yourself these questions when attempting to find the reason for delinquency

  • Is this a reoccurring situation every month?
  • Do we have a plan for their past due balance going forward?
    • Without a payment or PA, this balance will just carry on and be a bigger problem later!
  • Bills will keep coming in, is the customer ready for that?
  • Will they be able to pay later?
  • Can the customer benefit from a bill cycle change to align with their paycheck? 

Based on your Expert review, if the customer is paying for services they aren't using, advise them of their options and make any needed changes.

  • Ensure the customer understands if they remove retired services, they will not be able to get them back.
  • If the customer discusses having lifestyle changes and possibly cancelling a line, see Retention guide & cancel steps.
  • Does the customer have AutoPay?
  • Is there a deposit qualified to be released?

  • Recap and tell them the actions taken during the call.
  • Remind customers that self-help options are available for payments and payment arrangements while the account is active or suspended.

Ask yourself these questions when reviewing the resolution we've provided:

  • Do we have a plan for their past due balance?
    • Without a payment or PA, this balance will just carry on and be a bigger problem later!
  • Do we need/have a plan for their future balance?
    • Bills will keep coming in, is the customer ready for that? Will they be able to pay later?
  • Does the customer know what to expect and what they should do?
  • True resolution is making sure we set the customer up for success by right fitting their account to their needs. 

Overcoming Objections

Read example reponses.

Listen to the customer and make it clear you are interested in helping them. Expert negotiation focuses on the health of the customer’s account and building a lasting relationship with the customer.

  • Win win: Resolution process aiming to accommodate favorable outcomes for all parties involved.
  • Understand the Reason For Delinquency (RFD): Determine the payment problem.
  • Probing to Determine Ability to Pay: Probe to understand what is causing the problem with open/closed ended questions.

Example responses by account status:

Response #1

I understand if you are not able to make a payment for the full amount today. I know money may be tight. I am concerned however that if we do not secure a payment today for at least your oldest past due amount, that the services may be interrupted. Here’s what I would recommend, let’s process a payment for the oldest balance and then we can schedule a payment arrangement for the remainder of the amount to give you some additional time to pay. How does that sound?

Response #2

I totally understand not being able to make a payment for any amount today. I want to make sure that we secure your services and work with you to give you some additional time to pay. To make this possible, its important that we lower the balance amount to qualify you for arrangement options. This does require a payment of the oldest balance amount you owe. Can you shift some things around to pay this amount so we can secure an arrangement and get you restored?

Response #3

I get how challenging this time may be for you and making a payment for the full past due amount may not be feasible today. I definitely want to help with keeping your services intact. With the account being more than 30 days past due, I recommend making a payment for the oldest past due balance amount so that we can open up arrangement options for you. Can we use the account information on file to process that payment for you?

Response #7

I understand that these are difficult times. Your service is important to you, and we want to help you get reconnected. We have some options to do just that. With the account being more than 30 days past due, it is important that we reduce your balance to less than 30 days delinquent so that we can provide arrangement options that we restore your services in a matter of moments. Let’s take care of that balance amount so that we can provide you with more time to secure the remainder. Can we use the payment information we have on file?

Response #8

(insert customer’s name) I understand that you may not have funds to make a payment today. I am concerned however that the services may be cancelled if we do not take steps to get your services restored as soon as possible. While you do not have to make a payment for the full past due balance, we can assist with processing a payment for the oldest amount and securing a payment arrangement for the remainder. Can you shift some things around to pay this amount so we can secure an arrangement and get you restored?

Response #5

(insert customer’s name) I can hear the frustration in your voice, and I understand how important it is to stay connected. We certainly have options to help you. Sounds like you need a payment arrangement to give you some additional time to pay. What amount can you pay today to get an arrangement started?

Response #6

(insert customer’s name) I’m glad you called in so that we can help you with securing your account. We have some options that I believe are just what you are looking for to give you the time you need. I suggest making a payment to lower the billing amount, so you are not paying a large amount at one time. We can then set up an arrangement to secure the remainder. What can you pay today to get started?

Response #4

Totally get it! Being suspended is an inconvenience and I want to work with you to ensure that this does not happen. We do have arrangement options available. I recommend making a small payment today to get the arrangement started and lower the amount that we are pushing to a later date. What amount can you pay today?