Collect Letter Calls with Script
Our team makes outgoing phone calls to all students when they receive collect letters 2,4 and 5. The Collection Coordinator will generate call lists at the time these letters are sent. The call lists can be found on the idrive >Collection - Student Folder > Call Lists > Need to Do. Start with the Letter 5 list and work on the letter 2 list(s).
Open the Call list and a new Excel workbook.
- Copy and paste a section of names from the call list into your personal workbook.
- Put your initials next to the section of names you copied in the Call List workbook
- Close the Call List workbook
Open the students account in iSeries and CRM
- Using the students iNumber search for them in both iSeries and CRM
- In iSeries press F10 to open the students contact information
Call the student
- Dial out by first dialing 81(xxx) xxx-xxxx
If the student answers say the following:
- Hello is this ____? I am calling from the BYU-I accounting office regarding your student account. In order to discuss details with you about your student account we will need to verify some personal information. If you do not want to give personal information over the phone you can check your account status online through your BYU-Idaho account. Are you willing to verify your identity over the phone with us today?
- If they want to verify their identity ask the appropriate questions to do so.
- The reason for this call is to make sure you are aware of the outstanding charges on your account and to assist you in making a plan to pay them if you need.
- If they would like to know their options you can explain the payment plan by following the instructions on setting up a payment plan.
If the student does not answer leave the following voicemail:
- Hi, I am calling on behalf of the BYU-I accounting office, and this message is regarding your BYU-I account. Please check your financial account online through the university website or call us back. Our telephone number is (208)496-1411.
If making a call about letter 5 leave the following voicemail:
- Hi, I am calling on behalf of the BYU-I accounting office, and this message is for ____ regarding your BYU-I account. Please check your financial account online through the university website or call us back before February 28th. Our telephone number is (208)496-1411. This will be the last time we attempt to contact you about your account.
In iSeries
- Leave a note detailing the call. Including whether or not they answered and whether or not you were able to leave a voicemail.
In CRM
- Create a task detailing the call with the same information as iSeries. If there were any important details from the call please leave a more detailed explanation.