Appalachian State Call Flow

This Knowledge Base article outlines the call flow process for Appalachian State Student Account Support. It guides agents through identifying the caller type (student or parent/authorized user), confirming the student’s program enrollment to determine Tier-1 or Level 2 routing, and recognizing when a call should be escalated due to account-specific or inquiries outside Tier-1 visibility. 

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Greeting:

“Thank you for calling the Appalachian State Student Account Support Center. My name is [Your Name]. May I have your name, please? To better assist you, could you please confirm whether you are a student or an authorized user? What's the best contact number and email address? Can you also provide your banner ID?"

If the caller is a student:

"Do you mind if I ask you a quick question about your academic program?” 

“Are you enrolled in Flight Path? Are enrolled as an undergraduate student in one of the following 8-week term programs?

• Health Care Management

• Supply Chain Management

• Accounting

• Organizational Leadership and Learning

• Criminal Justice

• Marketing

If the student answers Yes, complete a warm transfer to: (828)-827-6540

And respond with: 

“Thank you for that information. In order to service your account, I will have to transfer you to our Level 2 team. They will require verification such as your name, 9-digit banner ID, and contact information. Please hold while I transfer you to our Level 2 team for assistance.”

Warm Transfer: Introduce yourself and let Level 2 know your student's name on the line and the reason for their call.

"Hi this is [Your Name] calling from Tier 1 support in student accounts I have [Your caller's name] on the line, [state their issue/concern] are you able to assist? Okay, thank you for calling. You both have a great day."

If the student answers No or if you are speaking with an authorized user, continue the call by saying:

“Thank you for that information. How may I assist you today?”

All Transfers

“Thank you for that information. In order to service your account, I will have to transfer you to our Level 2 team. They will require verification such as your name, 9-digit banner ID, and contact information. Please hold while I transfer you to our Level 2 team for assistance.”

Note: Before transferring a caller who is NOT a student, ask them if they have a Proxy Passphrase that has been set up by their student.  Make sure they have the passphrase. Level-2 can not talk with them if the Passphrase has not been set up by their student.  

Service & Closing

"Thank you for calling. It was my pleasure assisting you. Have a great day." 

Complete servicing according to the issue or request, document the interaction in Zendesk, and close the call once the issue is resolved.

Student Accounts Office Hours

Monday-Friday	8:00am-5:00pm EST
iTOD Support	24 Hours
Contact	[phone] [e-mail]