Welcome to S.A.L.T. IVR v 6.0

1. IVR AUTOMATION PROJECT Welcome to S.A.L.T. IVR v 6.0

2. What is it? In an effort to better utilize CCAS’s Interactive Voice Response (IVR) and Computer Telephone Integration (CTI) functionality we will begin to capture additional customer/vehicle, disablement and problem information from the customer using the S.A.L.T. IVR. SPEECHAPPLICATION LANGUAGETAGS CCAS’ IVR Technology will attempt to locate the customer’s record using either their Home Phone Number or a Partial Vehicle Identification Number. The IVR will also capture and CONFIRM information from the customer about their vehicle, their location, and the “problem” with their vehicle. PROGRAMS USING S.A.L.T. TODAY CHRYSLER; ALL GM CORE ; HYUNDAI, VOLKSWAGEN & AUDI (Modified IVR). Coming Soon : GMC, Saturn, Oldsmobile, Pontiac ***Rental locations can now say “FLEET” and the IVR will direct the call to an Associate*** ***Two errors will send the customer directly to the Associate*** ***The IVR will always say IVR Information Confirmedeven if a customer gives no information to the IVR and gets routed to an agent. ***

3. What Does it Ask? System allows customer to speak answers or press 1 for “Yes” 2 for “No” and also informs the customer they will need their V.I.N ***For GM the IVR prompts for lockout first and if so routes differently with instructions*** The following data points are captured and/or confirmed by the IVR prior to screen pop to an agent and will NOT be reconfirmed by the agent: • Safety – the IVR confirms the customer’s safety. • Home Address – the IVR will ask the customer if they are disabled at home. If a profile is found the IVR will state the home address to the customer. The customer is asked to confirm. • Vehicle Information – If a profile is found, the IVR will state the vehicle year, make and model to the customer. The customer is asked to confirm. • If the VIN decodes the vehicle drive train will populate. Associates will NOT reconfirm drive train. • Vehicle Mileage – customers are asked to enter the mileage of the vehicle. ***Based on accuracy of information given the call will populate to one of the following: Road Assist - Reason for Call or Profile Selection or Call Processing One Road – depending on information captured, One Road may bypass screens and open to the next screen where data capture is required. If fully successful, One Road could automatically proceed as far as the Dispatch Configuration Activity Panel. In this case confirming customer with vehicle would not be necessary as the IVR would have confirmed it.

4. IVR HANDLING STRATEGY Listen to the IVR Dial 651 + • Chrysler 1015 • Chevy 1559 • Hyundai 1891 • VW 1703 • Audi 1702 • GMC           1555 • Saturn          1557 • Pont             1561 • Olds             1558 http://ssm-wit03/eQuality/Exports\20071130V6007681b.avi http://ssm-wit03/eQuality/Exports\20070725V6004887b.avi

5. IVR HANDLING STRATEGY IVR GREETING Since the customer has already answered many questions, it is important that the live portion of the call feel like an extension of the automated call. For this reason, the best IVR greeting is: “My name is _________ with ________RS Assistance…” CALLCONTROL To maximize call control, identify the point at which the call will populate and attach a pointed question to your intro, which answers that question. For example; if the case populates on the “Reason for Call Screen” and the mileage is missing, your intro would be: “My name is _________ with ________RS Assistance; may I have the approximate mileage of the vehicle?” or “can I have a brief explanation of the problem type.” Scripting Tip: While not mandatory, an excellent transition phrase to use can be “I will be assisting you further” prior to asking the pointed question CONFIRMING INFORMATION The phone number that the customer is calling from (ANI-Automatic Number Identification) will now populate into the Phone Number and Reference Number field. The IVR does not confirm callback or reference number. • Associates will confirm that the number listed can be used as a callback number. See scripting example… • I see your callback number is 123-456-7890. This number will also be used as the reference number to the call. • If not, please replace both with a valid number which can be used as reference and callback. CONFIRMING SERVICE WITH COVERAGE The IVR will ask the customer the “problem” they are experiencing with their vehicle. The IVR does not confirm the actual service to be performed, eg. Tow or Road Service. Associates will confirm service when communicating coverage using the following suggested script: Your tow will be covered to __________________________.The jumpstart will be covered. ATTITUDE- Do all of this keeping in mind the customer has just gone through a few minutes worth of automated entries, which can be frustrating if they are asked the same questions again. Try to sound happy and helpful at all times. Your CSI depends on it.

6. Potential Issues Associates allow the IVR a few seconds to catch up with call processing and populate the saved information. ***Do not touch any keys until the correct screen populates*** Upon gathering a customer’s information the IVR will attempt to auto-populate the case. There is usually a slight delay (through which the associate should not touch any keys), the View Search Button turns red briefly, and the Search Results window populates to the forefront of all other windows for associate selection. Upon selection the VIN number and PO will populate and the View Search button will turn gray. Associates should never imply to the customer that there was an issue with the IVR or with the data collection. This should always be transparent to the customer and they should continue to ask questions in anticipation of what will populate next.

7. Questions and Skills Check