📞 INBOUND COLLECTION SCRIPT (RE Wireless)
🟢 OPENING SPIEL
Hi, thank you for calling RE Wireless.
This is [Your Name] speaking.
May I have your first and last name please?
How are you doing today?
🟢 VERIFY ADDRESS
For verification purposes, may I please have your full service address?
🟢 TAPE DISCLOSURE
This call may be monitored or recorded for quality assurance and training
purposes.
🟢 AUTHENTICATION
For security purposes, I will be sending a 6-digit verification code to the
phone number ending in [XXXX].
Once you receive the code, please provide it to me.
Thank you for verifying your account.
🟢 APPRECIATION
Here at RE Wireless, we truly value your time and loyalty.
Thank you for choosing us as your service provider.
🟢 REASON FOR THE CALL (COLLECTION DISCLOSURE)
Upon checking your account, I see that you currently have a past due
balance of $____, which was due on [Due Date], and your next cycle date is
on [Cycle Date].
I just want to make sure we help you avoid any possible service interruption
or late fees.
🟢 ASK FOR RNP (Reason for Non-Payment)
May I ask if there was a specific reason for the missed payment?
(Allow customer to explain.)
🟢 NEGOTIATION
I completely understand. What I can do for you today is:
• We can process a payment of $___ today
OR
• Set up a payment arrangement for [Date]
OR
• Split the payment into two installments
Which option would work best for you?
🟢 ADVISE ACCEPTED PAYMENT METHODS
We accept payments via:
Debit or Credit Card
Bank transfer
Online through our website
Autopay enrollment
How would you like to proceed?
🟢 UPDATE CONTACT INFO
Before we proceed, may I confirm if your email address and contact number
are still up to date?
🟢 BILLING STATEMENT
How are you currently receiving your billing statement? Is it via email or
paper mail?
Customer states they can’t pay today:
“I completely understand, and I will do everything in my power to help you
out with your account today! (If eligible) I can offer an arrangement, if that
may help you. Your current balance is $[Link]. We can schedule a one-time
payment to be drafted on (date customer requested) This will allow me to
restore your account today so you can enjoy your Comcast services
momentarily!”
If they say yes, to the arrangement: “Wonderful, I would be more than happy
to help with this today! Will you be paying with credit, debit or check?”
“I would like to confirm that we are making a payment arrangement in the
amount of $[Link] on [ full date, month-day-year] with your [last 4 digits of
credit card or checking account]. This card is under your name (John Smith). I
must also inform you that there is a $5.99 payment processing fee, as well
as re-activation fee of $12.00. These charges will be added to next month’s
bill and not charged today.
“Make sure funds should be available at midnight on the date of this
arrangement for this arrangement will not fail for you and we
cannot cancel, modify or delete it once set up”
Do you allow me submitting this payment arrangement?
Customer must say YES before you can submit the payment.
Customer wants to make a LIVE payment for TODAY’S DATE:
“Okay, wonderful. I’ll be more than happy to assist you with this payment
today. Let’s check if you have a payment method stored with us.
If customer is asking to use their stored payment method, they must confirm
the last 4 digits of the card number or last 4 digits of the bank account
number.
We CANNOT take a payment with a card or account with a name other than
that of the person you are speaking to unless the card holder is present, you
obtain authorization from card holder. THIS MUST BE ON THE RECORDING!!!
“Okay and I would like to confirm that we are making a payment in the
amount of $[Link] on [today’s full date, month-day-year] with your [credit
card or checking account). This card is under your name (John Smith). I must
also inform you that there is a $5.99 payment processing fee, as well as re-
activation fees $12.00 (If service is interrupted and it will be restored after
that payment). These charges will be added to next month’s bill and not
charged today. Do you authorize this payment?”
Customer must say YES before you can submit the payment.
🟢 OFFER AUTOPAY (if not enrolled)
Self-help Options
Are you familiar with RE Wireless App and [Link]? Using these
tools, you can pay your bill to avoid 5.99 payment processing fee, you can
also view your bill aside from getting them via (email/mail)
You can also easily enroll your account into Automatic Payments once the
account is up to date, to save time making a manual payment and avoid late
fees. Along with that, it will also help you to avoid service interruptions and
reactivation fees. In addition to this, once you sign up for autopay and at the
same time enrolled into Ecobill, it may allow you to receive a 5$ discount
using card and 10$ discount using checking.
Ask if Customer receiving monthly bill?
Verify Email & Phone Number. !!!!
For Discount Script (Autopay & Ecobill)
“I can see here that you are enrolled to ECOBILL, you can also consider
enrolling to AUTOPAY so you can get discount on your monthly bill, Effective
45 days from the date of enrollment and balance should be on a good
standing”
🟢 SSO (APP / WEBSITE BENEFITS)
You can also manage your account through our RE Wireless app or website.
Benefits include:
1. View and download billing statements
2. Make secure payments anytime
3. Track usage and manage services
Would you like assistance setting that up?
🟢 AMBASSADOR / REWARDS
We also have our Ambassador Rewards Program.
You can: • Earn rewards for referring friends
• Get bill credits
• Enjoy exclusive promotions
Would you like more information about that?
🟢 CALL RECAP
Just to recap:
Today we processed/set up $____
Your remaining balance is $____
Your next due date is [Date]
And your cycle date is [Date]
🟢 1800 NUMBER
If you need further assistance, you may contact us anytime at 1-800-RE-
WIRELESS.
🟢 CLOSING
Is there anything else I can assist you with today?
Thank you for your time and for being a valued customer of RE Wireless.
Thank you for calling RE Wireless — where we keep you connected.
You may receive a short survey after this call. We would truly appreciate your
feedback.
Have a wonderful day!
📞 OUTBOUND COLLECTION SCRIPT (RE Wireless)
🟣 OPENING SPIEL
Hi, this is [Your Name] calling from RE Wireless.
May I please speak with John Smith?
(If yes)
How are you doing today?
🟣 VERIFY ADDRESS
For security purposes, can you please verify your full service address?
🟣 TAPE DISCLOSURE
This call may be monitored or recorded for quality and training purposes.
🟣 AUTHENTICATION
For security purposes, I will be sending a 6-digit verification code to the
phone number ending in [XXXX].
Once you receive it, please provide it to me.
Thank you for verifying your account.
🟣 APPRECIATION
Here at RE Wireless, we value your time and loyalty. Thank you for being our
customer.
🟣 REASON FOR OUTBOUND CALL
The reason for my call today is regarding your past due balance of $____,
which was due on [Due Date].
Your next billing cycle will be on [Cycle Date], and we want to help you avoid
possible service interruption.
🟣 ASK FOR RNP
May I know if there’s a reason for the delay in payment?
(Listen and empathize.)
I understand, and I appreciate you sharing that with me.
🟣 NEGOTIATION
Here’s what we can do:
• Process the full balance today
• Set up a future-dated payment
• Arrange a partial payment today and the remaining on a later date
Which option works best for you?
🟣 PAYMENT METHODS
We accept:
Debit/Credit card
Online payment
Bank transfer
Autopay
How would you like to take care of this today?
🟣 UPDATE CONTACT INFO
Before we proceed, may I confirm your best contact number and email
address?
🟣 BILLING PREFERENCE
How are you currently receiving your billing statement?
Customer states they can’t pay today:
“I completely understand, and I will do everything in my power to help you
out with your account today! (If eligible) I can offer an arrangement, if that
may help you. Your current balance is $[Link]. We can schedule a one-time
payment to be drafted on (date customer requested) This will allow me to
restore your account today so you can enjoy your Comcast services
momentarily!”
If they say yes, to the arrangement: “Wonderful, I would be more than happy
to help with this today! Will you be paying with credit, debit or check?”
“I would like to confirm that we are making a payment arrangement in the
amount of $[Link] on [ full date, month-day-year] with your [last 4 digits of
credit card or checking account]. This card is under your name (John Smith). I
must also inform you that there is a $5.99 payment processing fee, as well
as re-activation fee of $12.00. These charges will be added to next month’s
bill and not charged today.
“Make sure funds should be available at midnight on the date of
this arrangement for this arrangement will not fail for you and we
cannot cancel, modify or delete it once set up”
Do you allow me submitting this payment arrangement?
Customer must say YES before you can submit the payment.
Customer wants to make a LIVE payment for TODAY’S DATE:
“Okay, wonderful. I’ll be more than happy to assist you with this payment
today. Let’s check if you have a payment method stored with us.
If customer is asking to use their stored payment method, they must confirm
the last 4 digits of the card number or last 4 digits of the bank account
number.
We CANNOT take a payment with a card or account with a name other than
that of the person you are speaking to unless the card holder is present, you
obtain authorization from card holder. THIS MUST BE ON THE RECORDING!!!
“Okay and I would like to confirm that we are making a payment in the
amount of $[Link] on [today’s full date, month-day-year] with your [credit
card or checking account). This card is under your name (John Smith). I must
also inform you that there is a $5.99 payment processing fee, as well as re-
activation fees $12.00 (If service is interrupted and it will be restored after
that payment). These charges will be added to next month’s bill and not
charged today. Do you authorize this payment?”
Customer must say YES before you can submit the payment.
🟣 OFFER AUTOPAY
To avoid this situation in the future, would you like to enroll in autopay?
It helps you:
1. Never miss a payment
2. Avoid late charges
3. Save time
🟣 SSO BENEFITS
You can also manage everything through our app or website where you can:
1. View balances
2. Pay bills
3. Monitor usage
🟣 AMBASSADOR REWARDS
We also offer rewards for referring friends. You can earn bill credits and
special promotions.
🟣 CALL RECAP
To recap:
Today we arranged/processed $____
Remaining balance is $____
Due date is [Date]
Cycle date is [Date]
🟣 1800 NUMBER
If you have any questions, you may reach us at 1-800-RE-WIRELESS.
🟣 CLOSING
Is there anything else I can assist you with today?
Thank you for your time.
This is [Your Name] from RE Wireless — keeping you connected.
You may receive a short survey after this call. We appreciate your feedback.
Have a great day!