Third Party Verification
What is Third Party Verification?
Third Party Verification (TPV) is the act of verifying your sales orders by hiring a third-party verification company. The TPV Process starts us verifying your customer's identity, double-checking their contact details, getting their acceptance of your terms and conditions, and voice recording their permission to make changes and/or issue charges on their account.
For Compliancy Reasons:
3rd Party Verification companies must also be independently owned and operated, so even if you own your own call center you must still outsource the sales verification process.
We store and provide you with your TPV recordings online for up to 10 years.
How Third Party Verification Works?
Third Party Verification Phone Call works by calling into an automated phone line that walks your customer's through a series of questions while collecting and verifying each answer along the way. The process usually starts with a message for the agent to enter their agent id number and their customer's phone number. Agents completes 3-way call and brings the customer on the line as our automated system gives instructions to the customer and walk them through each question step-by-step. First a person's identity is confirmed and then their contact details are confirmed, next is usually their plan details, charges, and finally any legal disclosures. At the end of the process a unique confirmation number is played out loud, and then an option to repeat number or hang up is given.
21 BENEFITS OF USING OUR TPV SERVICES
- Protects Your Sales - Protects your sales from chargebacks.
- Protects Your Customers - Protects your customers from over-zealous or sketchy sales reps.
- Fights Against Chargebacks - Proves customer ordered the service and helps to dispute chargebacks.
- Increases Your Quality of Service - Monitoring and recording helps to train agents and improve service.
- Decreases Your Agent Burnout - Our system reads out repetitive questions and long disclosures for your agents.
- Saves You Headaches - Stores your calls online for fast and easy retrieval, even years after the fact.
- Saves You Time - Searching for old recordings stored on old PCs can take hours. With our system it takes seconds.
- Saves You Money - Do it yourself phone systems and storage equipment can be very expensive.
- Saves You Even More Money - Our Automated TPV costs 50%-70% less than traditional Live TPV.
- Ongoing Savings with Unlimited Storage and Retrieval - Never pay extra for online storage and retrieval.
- Complies with FCC, FTC, PUC, PSC, HHS, and HIPAA Guidelines - Helps to show your due diligence and also helps to keep your business compliant with various acts and govt agencies.
- Keeps Telco Companies Compliant with FCC and PUCs - Asks all the required questions.
- Keeps Energy Companies Compliant with State PUCs - Asks all the required questions.
- Keeps Telemarketing Companies Compliant with FTC and Tele Sales Rule (TSR) - Stores records long-term.
- Keeps Utility Companies Compliant - Makes sure customer authorization is captured and stored online.
- Million Dollar Insurance Policy - Helps to protect utility providers from potential PUC Fines.
- Instant Email Feedback - Instant Email Delivery after each call ends. (Optional)
- Real-time and Scheduled Reporting - You can see your calls real-time or generate reports as needed.
- Long Term Storage Lasts Forever - as long as you remain a customer, we will continue to store your database records and audio recordings.
- Agent Tracking, Agent Analysis, and Agent Re-Training - We observe dropouts or uncompleted calls and look for patterns. We can identify when certain questions are pain points for callers. We can also identify if certain agents are having issues and need re-training.
- Secure Online Web Portal - Search, Listen, Review, and Add Notes online for your convenience.
7 TYPES OF THIRD-PARTY VERIFICATION SERVICES
- Automated TPV - Fastest and easiest way to verify your sales is by using an Interactive Voice Response (IVR).
- Assisted TPV - Your agents can remain on the line with options to replay questions, and re-record answers.
- Unassisted TPV - Your customers will receive step by step instructions to follow with no agent on the line.
- Open-Ended TPV - Your agents and customers are allowed to have open-ended conversations.
- Pre-Scripted TPV - Your verification questions are pre-recorded, no agent's voice in the conversation.
- Hybrid TPV - Combination of Open-Ended and Pre-Scripted TPV during the same verification call.
- Live TPV - We provide the phone lines, call scripts, and IVR system. Everything except the live agents.
AUTOMATED TPV vs. LIVE TPV
Comparing Automated TPV with Live TPV
Our Automated TPV Calls Are Shorter than Un-Automated or Live Operator Calls.
1. Automated TPV Costs 50% Less than Outsourcing Live Call Centers
2. Instant Answering - never wait on hold for live agent to answer.
3. Simple to use, almost no agent training required.
4. Automated TPV system helps to eliminate agent mistakes like accidentally skipping a question.
5. Automated TPV will always sound top notch and with a very clear and professional voice.
6. With Automated TPV you can avoid heavy foreign accents.
7. Call Centers running Automated TPV have much quieter background compared to Live TPV.
8. Automated TPV means much less hassle with new agent training or turnover.
9. Quality Control is Easier to Maintain with an Automated TPV system.
10. Consumers are more likely to chit chat with Live Agents, however with our automated system driving the process we can keep your call times to a minimum.
Conclusion...
Automated TPV is Better, Faster, and Less Expensive than Live TPV
- 50%-70% Lower Costs
- Never Wait on Hold
- Less Potential Mistakes
- Avoids Heavy Accents
- Less Background Noise
- Less Agent Training, Burnout, and Turnover
- Higher Quality Voice Capture
- Higher Quality Recordings
- Higher Quality Control
- Shorter Call Times
TPV PRICING PLANS
Start Protecting Your Sales Today!
Helping to Ensure Higher Quality Control for Your Business
STANDARD TPV
$49/month
$299/setup
PRO TPV
$75/month
$399/setup
ADVANCED TPV
$99/month
$499/setup
Custom TPV Lines - may include Multiple Scripts, Multiple Menus, Multiple Languages, and Multiple Lines.
Contact Us at: 1-844-WANT-TPV for a Free Quote
TPV SYSTEM UPGRADES
Take Your TPV to Another Level Later...
- Add More Phone Numbers - These can be either local numbers or toll free numbers.
- Add More Option Menus - This is usually at the beginning of the call to route between various scripts.
- Add More Questions or IVR Prompts - Need to collect additional information? No problem.
- Add More Languages - This is usually adding Spanish menu that mirrors the English script.
- Add More Call Scripts - Typically for adding more products, services, disclosures, or States.
- Professional Call Script Writing - We can help you to write your call script.
- Custom Routing Table - Routes callers to different scripts based on State.
- Answer Review - Agent Selects 1) to repeat, 2) to re-record or 3) to continue.
- Answer Scrub - We can re-record an answer and scrub previous answer from final recording.
- Upsell Add-On - If upsell is selected then system plays an additional question to confirms upsell.
- Phone Based Answer Retrieval - Plays back recordings over the phone using unique confirmation number.
TPV HUMAN UPGRADES
PROFESSIONALVOICE TALENT
$99/script
HUMAN REVIEW & SCORING
$.10/item
TRANSCRIBE AUDIO
$.15/item
DISPLAY ANSWER LINKS
$39/mo
Industries We Support: (Energy, Telco, Insurance, Healthcare)
Energy/Gas/Utilities TPV
We specialize in providing TPV services for the deregulated energy markets for electricity and gas in the U.S.
Insurance/Healthcare TPV
Our TPV services meet guidelines for Medicare agents and is HIPAA compliant.
Telecom/Cable/ISP TPV
20+ years of providing TPV for Telco companies and helping them guard against slamming and PUC complaints
Telesales/Outbound TPV
This version of our Assisted TPV is more geared towards allowing the agents to talk directly to the customers during the call.
Call Centers
We specialize in providing the best verification services available. Everything we do is aimed at creating the best results possible.