Opening Spiel:
Thank you for calling Fusion Markets, My name is xxxx
How can I help you?
<< If it’s a specific account question - >> ok I need to ask you a few questions to be able to discuss sensitive account details
If it’s a general question - no need to ask.
Can I please have your First and Last Name?
Thank you xxxx. As a part of our verification process can I please have your Security answer?
If they tried to answer the security questions but did not answer it right.
Ask them to confirm their full name, DOB and email
Great!
How can I help you today?