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OUTBOUND INTERVIEW (Predictive Dialer) IVR Flow

Caller ID: Missouri Family Support Division 855 823 4908 #

Calls are made to every SNAP and SNAP/Combo application registered the previous day.   Applications that are screened as expedite will receive 1 call for two days or until their interview is completed, whichever occurs first.   All other applications receive 1 call for one day.

 

Client Answers: #

This is the Missouri Family Support Division attempting to reach you about your recent application.  If you are the customer who recently applied and have 20-30 minutes to complete this call to have your application processed, Press 1.  If you do not have time to complete this call, Press 2 now. If you have already been in contact and have completed an interview for your application, Press 3. If you are not the customer who recently applied and cannot get the customer on the phone in the next three minutes Press 4.  If you are not the customer who recently applied but can get the customer in the next three minutes, Press 5. To repeat this information, press 9.

  • Option 1:
    • Transfers to Tier 3 Outbound
  • Option 2:
    • “If you do not complete an interview, your benefits may be delayed or denied. When you have time, please visit your local resource center to complete your interview in person or call us back at 855-823-4908 to complete your interview over the phone. To find a resource center near you, visit mydss.mo.gov and click on Contact Us.”
  • Option 3:
    • Thank you for your time. To check the status of your application, visit on the web mydss.mo.gov.
  • Option 4:
    • Thank you. Please let the customer know that we cannot process their application until they complete an interview. When they have time, they can visit their local resource center to complete their interview in person or call us back at 855-823-4908 to complete their interview over the phone. To find a resource center near them, they can visit mydss.mo.gov and click on “Contact Us.”
  • Option 5:
    • Once you have the customer on the phone press 1, otherwise this call will disconnect in three minutes.
      • If 1 is pressed
        • Transfers to Tier 3 Outbound
      • If 1 is not pressed, the call disconnects.

Voicemail #

This is the Missouri Family Support Division. We were calling to complete your required interview. You must complete an interview. If you do not complete an interview, your benefits may be delayed or denied. Please visit your local resource center to complete your interview in person or call us back at 855-823-4908 to complete your interview over the phone. To find a resource center near you and to check their hours, visit mydss.mo.gov and click on “Contact Us.” Our team can help by phone between 8 a.m. and 5 p.m. Monday through Friday.

 

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