Steps Time 1 2 3 4

Listen to auto greeting

Greet customer 8 5 8 7
Verify proper tokens 41 220 80 25
Listen to reason for call 20 18 20 15
Ask questions to
understand reason for
call
15 20 27 20
Give customer balance 290
Update phone number
Update address on file
Check debit card issues
Apologize for unmet
expectations 5 5 5 8
Order Checks
Cancel Debit Cards
Transfer to another
department
Phone transfer of funds
between accts.
Order Debit Card
Place Stop Payments
Unlock an account 60
Recovery of user name/
password 92 100
6:19 6:00 4:00 2:15
379 360 250 135
Customer bRecovery o Recovery o Account blocked