# data[].attributes.body
1)1. The invoices are returning back due to invalid mailing address.
2)Review customer account and obtain phone numbers (if the phone number is not listed on BP /Overview, search on interaction records)

If phone numbers are listed on the account perform outbound call ( three attempts)

3) If the customer answers the phone

i) Notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case

4) If the customer notifies that the mailing address is correct, add an IR and notate: “The customer verified that the address on file is correct”

i) Close the case

5) If customer is not found

i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case

6) If the customer is not located and there is no email on file

i) Notate IR – If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
1. The invoices are returning back due to invalid mailing address.
2. If there is a phone number on record, perform outbound call (three attempts)
3.  i) Notify that the welcome package was returned due to incorrect address
ii) Update customer information in ICWEB-  mailing address, phone numbers and email address
iii) Explain to the customer that we have to resend the welcome package and ask which is the preferred method to send welcome package again.
iv) If customer request to re-send welcome letter via mail, perform this activity using t-code: zwelc_renw_print
v)  If the customer request to send welcome letter via email, re-send welcome letter via email through ICWEB
vi) Close the case.
4. The customer verified that the address on file is correct”.
5. If customer is not found

i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case.
6. Leave the following notes (IR): If customer calls notify that we cancel the contract because we were not able to verify their information. Ask the customer if they want to be re-enrolled (ensure you take  correct Customer Information-confirm mailing address).

# data[].attributes.headline
the IR will be  If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.subject
the IR will be  If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
1. Because of the incorrect/missing mailing address
2. Agent needs to give a call to the customer thrice (3 attempts) If the customer account have more than one phone number,
the agent will call each phone number atleast once.
3.i) Notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case
4.In IR we will mention that ,
“The customer verified that the address on file is correct”.
5.If the customer does not answers the phone than
i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case
6.In IR we will mention that ,
If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
gaurav
1. The invoices are returning back due to invalid mailing address.
2. If there is a phone number on record, perform outbound call (three attempts)
3.  i) Notify that the welcome package was returned due to incorrect address
ii) Update customer information in ICWEB-  mailing address, phone numbers and email address
iii) Explain to the customer that we have to resend the welcome package and ask which is the preferred method to send welcome package again.
iv) If customer request to re-send welcome letter via mail, perform this activity using t-code: zwelc_renw_print
v)  If the customer request to send welcome letter via email, re-send welcome letter via email through ICWEB
vi) Close the case.
4. The customer verified that the address on file is correct”.
5. If customer is not found

i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case.
6. Leave the following notes (IR): If customer calls notify that we cancel the contract because we were not able to verify their information. Ask the customer if they want to be re-enrolled (ensure you take  correct Customer Information-confirm mailing address).

# data[].attributes.body
1.The invoices are returning back due to invalid mailing address.
2. Perform outbound call ( three attempts
3. If the customer answers the phone

i) Notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case

4. If the customer notifies that the mailing address is correct, add an IR and notate: “The customer verified that the address on file is correct”

5. If customer is not found

i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case

6. Notate IR – If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
IR and notate: “The customer verified that the address on file is correct”

# data[].attributes.body
1. Invoices returned due to invalid mailing address.

2. Agent need to make 3 outbound calls to the customer.
3. Advise that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case

4. “The customer verified that the address on file is correct”

5. If customer is not found

i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case

6.  If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
1. Invoices are returning due to invalid mailing address.

2. Make 3 outbound calls to the customer.
3. i) Notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case

4. “The customer verified that the address on file is correct”

5. If customer is not found

i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case

6.  If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.headline
UPDATE- the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.subject
UPDATE- the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
) Perform outbound call ( three attempts) AND ON THE LAST CALL LEAVE VOICE MESSAGE

# data[].attributes.headline
Notify that the invoices have been retuned due to invalid mailing addressii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)iii) Notify the customer that we are going to resend the invoices if the customer agreediv) Notify the customer that the invoices can be downloaded from OAM they sign in     Note: If the customer asks what they need to do to sign in in OAM explain the processv) Close the case

# data[].attributes.subject
Notify that the invoices have been retuned due to invalid mailing addressii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)iii) Notify the customer that we are going to resend the invoices if the customer agreediv) Notify the customer that the invoices can be downloaded from OAM they sign in     Note: If the customer asks what they need to do to sign in in OAM explain the processv) Close the case

# data[].attributes.body
3.i) Notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer inform

# data[].attributes.body
1.The invoices are returning back due to invalid mailing address.
2. Perform outbound call ( three attempts
3. If the customer answers the phone

i) Notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case

4. If the customer notifies that the mailing address is correct, add an IR and notate: “The customer verified that the address on file is correct”

5. If customer is not found

i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case

6. Notate IR – If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
1.The invoices are returning back due to invalid mailing address.

2. Agent need to make 3 outbound calls.

3. i) Notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case

4. IR and notate: “The customer verified that the address on file is correct”

5. If customer is not found

i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case

6.  Notate IR – If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
1.The invoices are returning back due to invalid mailing address.
2. Perform outbound call ( three attempts
3.  If the customer answers the phone

i) Notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case

4. If the customer notifies that the mailing address is correct, add an IR and notate: “The customer verified that the address on file is correct”

5. If customer is not found

i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case

6.  Notate IR – If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
1.The invoices are returning back due to invalid mailing address.
2. a) Perform outbound call ( three attempts)
3. b) If the customer answers the phone

i) Notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case

4.IR and notate: “The customer verified that the address on file is correct”
5.  If customer is not found

i) Review if the account has email address on file
ii) If there is an email on file, leave  IR - If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.
iii) Close the case

6. Leave the IR in case an email found. - If customer calls inform the customer that invoice is sent via email and update the address and in case customer request paper invoice resend the invoice from correspondence reprint(Print)
b) - If there no email on file, leave  IR - If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
Ans 1. Invoices are getting back due to invalid mailing addresses.

Ans 2. If customer number is mentioned on the account, perform outbound call, three attempts.

Ans 3. If customer answers the phone   notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case

Ans 4. The IR will be ,

“The customer verified that the address on file is correct”
i) Close the case

Ans 5.  If the customer does not answers the phone than i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case
invalid mailing addresses.
Perform 3 outbound calls
6.
If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
Ans 1. Invoices are getting back due to invalid mailing addresses.

Ans 2. If customer number is mentioned on the account, perform outbound call, three attempts.

Ans 3. If customer answers the phone   notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case

Ans 4. The IR will be ,

“The customer verified that the address on file is correct”
i) Close the case

Ans 5.  If the customer does not answers the phone than i) Review if the account has email address on file
ii) If there is an email on file, resend the invoices via email
iii) Close the case

Ans 6 the IR will be  If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
1.The invoices are returning back due to invalid mailing address.
2.Perform 3 outbound calls
3.i) Notify that the invoices have been retuned due to invalid mailing address
ii) Ask for current address and update the customer information in ICWEB (mailing address, phone numbers and email address)
iii) Notify the customer that we are going to resend the invoices if the customer agreed
iv) Notify the customer that the invoices can be downloaded from OAM they sign in
Note: If the customer asks what they need to do to sign in in OAM explain the process
v) Close the case
4.Notate IR: Updated the latest mailing address and sent out the invoice again
5.Leave a voicemail stating that outbound call was made bcoz invoices were being returned back due to invalid mailing address. so we need the correct mailing address.
6.If the customer is not located and there is no email on file
i) Notate IR – If the customer calls update the customer information: mailing address, phone number and email and resend the invoices if the customer agreed.

# data[].attributes.body
invalid mailing addresses.
Perform 3 outbound calls