Call opening
Agent: Good Morning/Afternoon/Evening! Thank you for calling ACKO. This is [Your Name]. How may I assist you today?
1. KYC Failed
Customer:
Why did my KYC fail?
Agent:
I’m sorry to hear that, [Customer Name]. Let me check the details for you.
Agent Action:
Check CX360 for KYC details.
Agent
It looks like your KYC didn’t go through because [specific reason, e.g., incorrect document, expired document]. To resolve this, I’ll need you to [action, e.g., re-upload the correct document]. You can do this through the ACKO app or website by clicking on your profile and then ‘KYC information.
2. KYC Pending
Customer:
My KYC is still pending. What’s the status?
Agent:
I apologize for the delay, [Customer Name]. Let me check the status for you.
Agent Action:
Check CX360 for KYC status.
Agent:
Thank you for your patience. It seems your KYC is still pending due to [specific reason, e.g., processing delay (manual due to mismatch), partial KYC, missing document]. We’re working on it, and you should receive an update by [estimated time].
3. KYC Details Inquiry
Customer:
I want to know the status of my KYC details.
Agent:
Sure, let me pull up the details for you.
Agent Action:
Check CX360 for KYC status and details.
Agent:
Your KYC status is [verified/pending/failed].
If pending/failed: It looks like your KYC didn’t go through because [specific reason, e.g., incorrect document, expired document]. To resolve this, I’ll need you to [action, e.g., re-upload the correct document]. You can do this through the ACKO app or website by clicking on your profile and then ‘KYC information.
4. PAN Card Not Available
Customer:
I don’t have my PAN card right now. Can I submit it later?
Agent:
Yes, [Customer Name], you can submit your PAN card later. Just be sure to upload it through the ACKO app or website. Please note that claims cannot be processed until the KYC is complete. We recommend you upload it as soon as possible to avoid any delays.
5. Refused to Share Documents
Customer:
I don’t want to share my documents. Is it necessary?
Agent:
I understand your concern, [Customer Name]. We request these documents to comply with legal requirements and ensure the security of your policy. Without them, we won’t be able to complete your KYC, and this might affect your claim. If you have any specific concerns, I’d be happy to address them.
6. Name Mismatch
Customer:
There’s a name mismatch in my KYC documents.
Agent:
Thank you for bringing that to our attention, [Customer Name]. Let me check the details.
Agent Action:
Check CX360 for KYC details. (Check profile holders name and whose KYC details has been submitted)
Agent:
It looks like the name on your KYC document doesn’t match the one in our system. To fix this, please upload the correct document or let us know if there’s been a change. You can do this easily through the ACKO app or website.
7. KYC Error - Verified (Repeated Reminders)
Customer:
I’ve already submitted my documents, but I keep getting reminders to verify my KYC.
Agent:
I apologize for the confusion, [Customer Name]. Let me check the status for you.
Agent Action:
Check CX360 for KYC verification and reminder details.
Agent:
It appears your KYC has already been verified, but the reminders were sent in error. I’ll make sure this issue is resolved, and you won’t receive further reminders.
Call Closing
Agent: Is there anything else I can assist you with today?
Customer: No, that’s all.
Agent: Thank you for your time today, [Customer Name]. Before we end the call, we’d love to hear your feedback. Please press 1 if you're satisfied with the service. Have a wonderful day!
Agent: Thank you for choosing ACKO. Have a wonderful day!