SaFi Bank Space : Connection from Main SAFI IVR to Collections queue

Description of the connections for the collections IVR.

Active calls are received from 1 main number (Shared with CC)

1. Calls with Collections Flag is sent directly to collections

2. Calls which are un identified shall be provided options on department to which they would like to be connected. (Specific entry term to be agreed)

On Collections calls (With Collections flag);

1. Calls will be routed to the collections inbound team;

   1. If within operating hours -calls will be routed to the team

   2. If outside operating hours- Calls will return to CC for advised and minor servicing

   3. If connected and the lines are full and is outside the 20second waiting tolerance.

      1. Customer will be provided options

         1. Call back

            1. Time and date of return call to be logged.

         2. Wait for available collections representative.