Do Not Use

Created by Nagadeep M U, Modified on Mon, 23 Jun at 4:56 PM by Nagadeep M U

Outcalling Script for Affluent calling_MF

Hi, [Customer Name]. Good [Morning/Afternoon/Evening]! My name is [Agent Name], and I’m calling for PhonePe Mutual funds team. We see that you have raised a callback request with us. I’ve called you to assist with the same. Is this the right time to speak with you?
Yes	No
Can you help us with the query you have to assist you? Assist CX as per DT/SOP. Once all the queries are answered We see that your exploring MF feature on PhonePe. Do you need any assistance to move forward in your journey?	Sure, please let us know a convenient time, so that we can arrange a callback accordingly If the customer specifies the time, arrange a callback accordingly. However, if CX doesn’t want a callback: Thank the customer for his/her time over the call and share a response on the ticket.
Yes	No
Thank you for confirming. Guide the customer over the call: Can you please open your PhonePe app. Tap on Mutual funds Click on Curated MF Portfolio for you banner Click on any fund(Parag parik Flexi cap fund) or choose any other fund Click on (i) next to fund name: You’ll be able to see performance graph of this fund vs category average for last 5 years. You can check the CRISP scoring for this fund(Explain about CRISP) Guide the CX on Returns calculator Ask the CX if he/she still has any other queries. Help the customer as per SOP and DT	Sure. We are sharing you the details on the ticket ID ending with {XYZ}. Please reply to this ticket for further help.
Ask the customer how much he/she is willing to invest in Mutual funds Based on the reply, use the sheet to guide the customer on allocation that needs to be given for each fund
May I know whether you are planning for investing long term (5+ years) or short term(below 5 years) Are you willing to take on higher risk with the potential for higher returns?
Yes	No
We would suggest you to explore funds under aggressive portfolio as these portfolios might have a larger allocation to investments like equities, which can be more volatile.	We would suggest you to explore funds under Moderately aggressive portfolio as these portfolios aim for a balance. They still seek growth but typically take on less risk than a fully aggressive portfolio. This means a more balanced mix of equities with debt which is a relatively more stable asset class.
Continue the call based on the VOC raised by the customer

*Agents doesn’t have to follow the same structure, they can customize the script as per the flow of the call.

CRISP PR

Points to remember for agents:

If a call goes unattended, agent to retry calling the customer after 3 business hours.
Use the Tagging sheet for any GTIS details and tag as per the Sheet