NB: This script is mandatory. All agents are required to open their calls by reading the approved script. This will always be monitored by the Quality Assurance team to ensure adherence.
“Welcome to the UIF call center. You are speaking to (agents name). Please note that calls are being recorded, how may I assist you?
Before we proceed, I need to ask you a few questions to ensure I am speaking to the correct person.
1- Please provide your First and Last Name as it appears on you ID (Please make sure that the spelling is correct. Please make use of the phonetics alphabets.
2- Please confirm your Home affairs registered ID Number.
3- Please can I have the email address used for the account
How may I assist you Mr ………..? Customer relays the issue
Other than what you have stated, is there anything else you would like me to assist you with?
To confirm your query you require assistance on ………………………………………………………….
Customer says yes and then you proceed with the query
How you close your call.
Thank you for calling the UIF call center. Have a good day further.
UIF Knowledge Base 