Today’s the day, PA! Third-party verification (TPV) calls are an official regulatory requirement for all telephonic residential enrollments and renewals in Pennsylvania. This requirement doesn’t apply to online residential enrollments and renewals, or Stream for Business enrollments and renewals.
As you’re helping customers enroll or renew with Stream by phone, you may want to tell them about this new step ahead of time. Let them know you won’t be present for the TPV portion of the call, but it’s a regulatory requirement put in place to protect them.
Tips for a Successful TPV
- If you plan to do a 3-way call with Stream and your customer during enrollment or renewal, make sure your customer initiates the call so they can move seamlessly into the TPV portion once you drop off.
- Hop off the call before the TPV call begins. Associates aren’t allowed to participate, even if you’re just sitting quietly on the line.
- Train your team members on proper TPV etiquette. Making sure they know what to expect and how it works will make everyone’s life easier, and your customers will have a better experience!
