Jev call copilot CurrencyTransfer research and architecture built 2026-09-25

Harvested rep lines: red-pen sheet

Lines CurrencyTransfer reps actually said on calls, next to the drafted lines in policy/src/playbook-*.json. Every harvested quote is verbatim, lightly cleaned (repeated words and leading fillers removed, nothing added) and pseudonymised: [CLIENT], [COMPANY], [REP], [NAME], [NUMBER], [PHONE], [EMAIL] replace personal details. Amounts and currencies are kept.

How to use it: strike what should never be said, tick what could become an approved line (then copy the wording into the playbook JSON and approve it as usual via policy/REDPEN.md). A harvested line is evidence of how reps talk, not an approved line.

Read the stats with care. "Calls" and "reps" say how widely a phrasing recurs. "Client went along" is the share of those turns where Jev judged that the next client turn accepted or acted on what the rep said, beyond a bare "ok"; it is a local signal, not a business outcome. CLAIM marks a group whose turns state a number, timing, fee, rate, policy or guarantee: it needs compliance eyes before it can become a line.

Before you mark:

Run: 300 Biz Dev, 600 Customer Service, 600 Onboarding calls; 28,840 candidate rep turns; 28,840 Jev answers, 40,467,805 input tokens, $1.70. Kept for grouping: move confidence >= 0.55 and substantive >= 0.6. Grouping: sentence-transformers all-MiniLM-L6-v2, average-linkage agglomerative, cosine >= 0.65 (59% of kept turns form a group of one at cosine 0.65; 79% at the brief's 0.72). Biz Dev calls feed only the rate, alternative-provider, alert/forward and next-step moves.

Coverage

"Tagged" = rep turns Jev put in the move at any confidence; "kept" = after the confidence and substantive gates; "groups (2+ calls)" = phrasings heard in more than one call.

scenario move tagged kept groups groups (2+ calls) calls reps from Biz Dev
Onboarding open_with_agenda 379 155 87 24 144 9 0
Onboarding check_serviceability_first 366 169 124 22 132 7 0
Onboarding ask_about_the_transfer 1106 624 386 87 329 7 0
Onboarding pin_down_timing_and_amount 617 328 219 45 237 9 0
Onboarding confirm_funding_account 832 421 237 59 268 9 0
Onboarding close_the_document_gap 1546 1128 690 171 338 10 0
Onboarding explain_who_holds_the_money 288 137 106 18 77 6 0
Onboarding show_the_rate_against_mid_market 607 290 210 41 174 10 93
Onboarding explain_settlement_and_cutoff 433 251 187 38 135 8 0
Onboarding explain_booking_is_binding 254 146 100 27 90 5 0
Onboarding handle_rate_objection 201 62 59 2 53 8 22
Onboarding handle_alternative_provider 478 188 162 20 135 8 78
Onboarding offer_alert_instead_of_waiting 220 90 79 8 59 9 48
Onboarding agree_next_step 1267 505 416 55 310 11 186
Customer success resolve_the_issue_first 1064 450 380 44 235 12 0
Customer success give_status_with_specifics 958 509 419 54 240 12 0
Customer success explain_document_request 303 149 124 14 78 8 0
Customer success review_upcoming_exposure 197 114 98 7 76 7 0
Customer success offer_forward_for_known_future_payment 143 48 45 3 37 10 21
Customer success offer_alert_or_market_order 79 37 30 2 20 5 0
Customer success set_up_recurring_or_batch 26 7 7 0 5 2 0
Customer success add_user_access 68 21 21 0 20 5 0
Customer success handle_rate_complaint 116 59 53 4 36 6 0
Customer success handle_service_complaint 73 15 15 0 15 5 0
Customer success reengage_dormant_with_a_reason 40 16 13 1 13 4 0
Customer success accept_no_need_gracefully 29 5 5 0 5 3 0
Customer success agree_next_step 818 299 252 36 199 11 0

Onboarding

Set the agenda (open_with_agenda)

When: The call has just started, greetings are done, and the client does not yet know what the call is for or how long it takes.

Drafted lines (fallbacks)

Harvested (155 kept turns from 144 calls and 9 reps, in 87 groups)

  1. "My name is [CLIENT]. I'm calling from Currency Transfer. It's just regarding an application you made with us to transfer pounds to USD."
    • 30 turns, 30 calls, 2 reps (Onboarding 30); client went along 33%; claim rate 13%; mean move confidence 0.84. Representative: 3551637651:7 (rep_12).
    • also (rep_09, 3011367140:3): "Hi, [CLIENT]. It's [NAME] here from Currency Transfer. How are you? I'm good. Thank you. Sorry. Is now a bad time to have a quick chat about your activation with us?"
    • also (rep_12, 3649428088:4): "My name is [CLIENT]. I'm calling from Currency Transfer. It's just about your application that you made with us to transfer Sterling to you."
  2. "Good. I'm following up on the registration you made. Keen to fully understand what your requirements are and if we're gonna be the right company to help."
    • 11 turns, 11 calls, 1 rep (Onboarding 11); client went along 82%; claim rate 0%; mean move confidence 0.76. Representative: 3389007284:5 (rep_14).
    • also (rep_14, 3403226064:7): "Good. I'm following up on the registration you made. Very keen to understand what your requirements are and if we'll be the right company to help."
    • also (rep_14, 3462835774:6): "Good. Following up on the registration you made. Keen to fully understand what your requirements are and if we'll be the right company to help."
  3. "Cool. It's just a call to let you know your account has been activated, so you're all good to go."
    • 4 turns, 4 calls, 3 reps (Onboarding 4); client went along 50%; claim rate 0%; mean move confidence 0.67. Representative: 3377544043:5 (rep_13).
    • also (rep_12, 3965069932:3): "I'm calling to let you know that your account's been activated. So if you wanted to jump on and have a look, you should be able to quit now."
    • also (rep_14, 3406659590:7): "The reason I'm calling, I see you just signed up, but we've already got your account activated. I don't blame"
  4. "Hi. I'm calling from Currency Transfer. I just wanted to follow-up on an act on an application you made with us. I think you were trying to transfer euro to USD."
    • 4 turns, 4 calls, 1 rep (Onboarding 4); client went along 50%; claim rate 0%; mean move confidence 0.73. Representative: 3751038185:3 (rep_12).
    • also (rep_12, 3896027337:4): "Hi. I'm just calling from Currency Transfer. I wanted to follow-up on your application you made with us. I think you were looking to transfer Swiss franc to Europe."
    • also (rep_12, 3811996710:4): "Hi. I'm calling from Currency Transfer. You have an application you made an application with us to transfer dollars to. I'm just wondering if you have some free time now to go through your requirements."
  5. "Good. I'm doing very well. Thank you very well. Just a very quick call to let you know that your account's activated, so"
    • 4 turns, 4 calls, 3 reps (Onboarding 4); client went along 0%; claim rate 25%; mean move confidence 0.75. Representative: 3213464389:3 (rep_13).
    • also (rep_01, 3263744346:5): "very well. Thank you. Just a quick call to let you know your account is set up so you can quote"
    • also (rep_14, 3663158226:19): "I'm fine. Thank you. I just wanted to quickly check-in with you. We got you activated a couple weeks back, and"

Check we can serve them (check_serviceability_first)

When: A residency, registration country, nationality, or client type has been mentioned that may not be serviceable, or none has been established yet and the call is more than a few turns in.

Drafted lines (fallbacks)

Harvested (169 kept turns from 132 calls and 7 reps, in 124 groups)

  1. "Have you been working in Saudi for a while?"
    • 11 turns, 11 calls, 3 reps (Onboarding 11); client went along 73%; claim rate 0%; mean move confidence 0.75. Representative: 3224960335:38 (rep_05).
    • also (rep_12, 3646246351:56): "Yes. And what is it that you're currently doing in Saudi at the moment?"
    • also (rep_14, 3389007284:25): "long have you been working in Saudi Arabia for?"
  2. "I'm guessing do you, like, do you have a UK address?"
    • 6 turns, 6 calls, 3 reps (Onboarding 6); client went along 67%; claim rate 0%; mean move confidence 0.91. Representative: 4163714642:54 (rep_12).
    • also (rep_06, 1364651512:58): "Ah, right. OK, I got you do? Do you have a Do you have a UK address?"
    • also (rep_14, 3990007417:54): "completely understand that. I mean, do you still have a British address by any chance? Trying to think if"
  3. "Do you also have a French address at the moment?"
    • 4 turns, 4 calls, 2 reps (Onboarding 4); client went along 100%; claim rate 0%; mean move confidence 0.96. Representative: 4059191515:102 (rep_12).
    • also (rep_09, 3659239846:14): "you live in The USA. So you don't have a European address?"
    • also (rep_12, 3638084036:21): "the other so the other option is if you do have a French address. Do you do have one. Right? In"
  4. "Okay. Alright. No worries. I just need to ask you. So you're not in The UAE right now. You're moving there, you said?"
    • 4 turns, 4 calls, 3 reps (Onboarding 4); client went along 75%; claim rate 0%; mean move confidence 0.88. Representative: 3754998213:29 (rep_12).
    • also (rep_05, 3320484848:191): "you're not in The UAE. Right? Were you"
    • also (rep_14, 4060660355:16): "you're doing GBP to The UAE. Are you now based in The UAE?"
  5. "I'm fine. Where are you based at the moment?"
    • 4 turns, 4 calls, 3 reps (Onboarding 4); client went along 75%; claim rate 0%; mean move confidence 0.81. Representative: 3683583163:7 (rep_14).
    • also (rep_13, 3255190437:13): "Understood. Whereabouts are you living at the moment then? Where are moving from?"
    • also (rep_12, 3621250965:7): "Okay. So where is it that you live right now?"

Ask an open question about the transfer (ask_about_the_transfer)

When: The purpose, currencies, amount, or timing of the first transfer are not yet understood and no concern is currently open.

Drafted lines (fallbacks)

Harvested (624 kept turns from 329 calls and 7 reps, in 386 groups)

  1. "And how much are you looking to transfer?"
    • 37 turns, 37 calls, 4 reps (Onboarding 37); client went along 65%; claim rate 3%; mean move confidence 0.74. Representative: 3891098399:16 (rep_12).
    • also (rep_14, 3588426502:34): "Okay. And how much are you looking to transfer?"
    • also (rep_01, 3180821892:10): "Certainly. So, just a bit of information about, the transfer there. So how much are you looking to exchange?"
  2. "When are you looking to make your first transfer, please?"
    • 17 turns, 17 calls, 5 reps (Onboarding 17); client went along 65%; claim rate 12%; mean move confidence 0.79. Representative: 3930799896:23 (rep_14).
    • also (rep_12, 4163714642:40): "You when are you planning to do the transfer?"
    • also (rep_01, 3309760775:36): "And when are you looking to do the first transfer? Essentially, I just want to know in case you would like to go through the first one together."
  3. "Okay. And what is the purpose of the transfer?"
    • 8 turns, 8 calls, 3 reps (Onboarding 8); client went along 88%; claim rate 0%; mean move confidence 0.99. Representative: 4012359403:18 (rep_12).
    • also (rep_14, 3588426502:44): "Okay. And is it what what's the reason for the transfer?"
    • also (rep_01, 3306263919:28): "then the reason for your transfer as well."
  4. "I just need to know the amounts that you're looking to do and who you're banking with in Saudi. Yeah."
    • 8 turns, 8 calls, 3 reps (Onboarding 8); client went along 75%; claim rate 0%; mean move confidence 0.87. Representative: 4015885085:18 (rep_12).
    • also (rep_14, 3294800366:11): "Okay. What exactly are you hoping to do in terms of Saudi payments? Where are you moving your money to?"
    • also (rep_13, 3767715024:60): "sort of your requirements? I'm guessing you're just sending money home to us from earning it in Saudi. Is that right?"
  5. "Is it because you're living in Saudi, and you're sending money to The UK?"
    • 7 turns, 7 calls, 2 reps (Onboarding 7); client went along 100%; claim rate 0%; mean move confidence 0.71. Representative: 3646246351:8 (rep_12).
    • also (rep_14, 3354849504:9): "No. It's fine. I'll keep it snappy. You're out in Saudi wanting to send money back to The UK?"
    • also (rep_12, 3749862296:20): "Oh, understood. Is it because you're living, I guess, in Saudi, and you're just sending money back to Ireland?"

Pin down amount and date (pin_down_timing_and_amount)

When: The purpose is known but the approximate amount, the date the money must land, or whether it repeats has not been stated.

Drafted lines (fallbacks)

Harvested (328 kept turns from 237 calls and 9 reps, in 219 groups)

  1. "And what's yeah. the what is the amount that you plan to transfer, please?"
    • 22 turns, 21 calls, 4 reps (Onboarding 22); client went along 59%; claim rate 18%; mean move confidence 0.69. Representative: 3887777022:30 (rep_14).
    • also (rep_12, 4101053425:38): "Okay. And how much is it that you're looking to transfer and over what time period?"
    • also (rep_09, 3995650537:21): "Perfect. And how much would you be looking to transfer roughly every month?"
  2. "Gotcha. Okay. So what what's the immediate amount that you plan to send and when, please?"
    • 9 turns, 9 calls, 4 reps (Onboarding 9); client went along 78%; claim rate 11%; mean move confidence 0.74. Representative: 3535280464:25 (rep_14).
    • also (rep_13, 4118304724:36): "Understood. Okay. And, typically, how much do you need to send, you know, monthly or annually?"
    • also (rep_12, 3987218750:30): "And when are you looking to send that amount?"
  3. "Perfect. That's fine. Yeah. I think that's all of the information. I mean, how soon would you be looking to do the transfer? Do you have, like, a time limit or deadline in place?"
    • 9 turns, 9 calls, 3 reps (Onboarding 9); client went along 78%; claim rate 0%; mean move confidence 0.70. Representative: 3011367140:63 (rep_09).
    • also (rep_14, 4159461172:76): "That seems suitable. So, I guess, are you looking to book that transfer ASAP, or do you want to wait? I mean, what time frame are you working to?"
    • also (rep_12, 3638020692:40): "No worries. Are you planning to do, like, more transfers in the future, or is it just this one time transfer?"
  4. "Okay. And how much are you looking to do?"
    • 6 turns, 6 calls, 2 reps (Onboarding 6); client went along 100%; claim rate 0%; mean move confidence 0.71. Representative: 3754844308:6 (rep_13).
    • also (rep_12, 3979157731:9): "Okay. Amazing. And how much are you looking to do?"
    • also (rep_12, 3638829707:19): "Okay. And how much are you looking to do, and how frequently?"
  5. "And the average size of the transfer every month or two?"
    • 5 turns, 5 calls, 1 rep (Onboarding 5); client went along 100%; claim rate 20%; mean move confidence 0.75. Representative: 3380074729:13 (rep_14).
    • also (rep_14, 3098591256:27): "Two times a year. And the average size of these transfers?"
    • also (rep_14, 3340149279:16): "Okay. No problem. Average size of monthly transfer?"

Confirm the funding account (confirm_funding_account)

When: The first trade is taking shape but it has not been established which account the funds will come from, or the client suggested a third party would send the money.

Drafted lines (fallbacks)

Harvested (421 kept turns from 268 calls and 9 reps, in 237 groups)

  1. "Okay. And who is it that you bank with in Saudi?"
    • 55 turns, 51 calls, 6 reps (Onboarding 55); client went along 55%; claim rate 9%; mean move confidence 0.77. Representative: 4031061209:9 (rep_12).
    • also (rep_13, 3382491932:15): "That's right. Who is it you bank with out in Saudi?"
    • also (rep_14, 3403226064:11): "Gotcha. Who do you bank with, in Saudi Arabia?"
  2. "And who do you bank with, please, in UAE?"
    • 23 turns, 20 calls, 4 reps (Onboarding 23); client went along 70%; claim rate 4%; mean move confidence 0.81. Representative: 3083340479:27 (rep_14).
    • also (rep_12, 3638245998:18): "That's completely fine. And who do you bank with in Dubai?"
    • also (rep_09, 3505327871:73): "Definitely. Perfect. And which bank do you bank within in The UAE?"
  3. "Okay. And who is it that you bank with?"
    • 12 turns, 12 calls, 4 reps (Onboarding 12); client went along 75%; claim rate 0%; mean move confidence 0.78. Representative: 4163714642:22 (rep_12).
    • also (rep_14, 3918052724:30): "And who is it you're banking with in?"
    • also (rep_13, 3883579860:65): "[NAME]. Yes. Who is it you bank with in The US?"
  4. "You do. This is for the onwards payment. So this is just telling us what account you'd like the Sterling to go to."
    • 7 turns, 7 calls, 3 reps (Onboarding 7); client went along 57%; claim rate 0%; mean move confidence 0.74. Representative: 3792153504:130 (rep_13).
    • also (rep_06, 1364651512:42): "they will naturally select the account as sterling. But it'll be a drop down somewhere where you can actually say it's not sterling. It's a account. Um, but look, when whenever you're ready to do your first transfer, we can jump on the phone and I'll walk you through it."
    • also (rep_01, 3232605644:151): "you can allocate the recipients, you'll see the Sterling Bank account details there, and they'll be the ones that are in your own name."
  5. "And will the funds be coming from an account in your own name and going to an account in your own name?"
    • 6 turns, 6 calls, 3 reps (Onboarding 6); client went along 100%; claim rate 0%; mean move confidence 0.99. Representative: 3011367140:53 (rep_09).
    • also (rep_12, 4122196332:18): "And in terms of where the funds are going, I'm guessing they're coming out of your own account. Right? Yeah."
    • also (rep_13, 3899837685:58): "will they be in your name? The funds coming from an account in your name and going to an account in your name?"

Name the missing document (close_the_document_gap)

When: Verification documents are outstanding, or the client asked what is needed, or the client pushed back on a document request.

Drafted lines (fallbacks)

Harvested (1128 kept turns from 338 calls and 10 reps, in 690 groups)

  1. "And I have your proof of life selfie. Okay. With the proof of life selfie, what you're going to do is I'll need you to take that again, but you would have to hold your passport next to your face. It's just to verify that you're a real human."
    • 37 turns, 34 calls, 4 reps (Onboarding 37); client went along 11%; claim rate 38%; mean move confidence 0.97. Representative: 3629730144:108 (rep_12).
    • also (rep_13, 4028101750:34): "And we would also need something which is called a proof of life selfie. So proof of life selfie is just a picture of yourself holding up your passport next to your face so that you can make out the details in the passport as well as, obviously, see you in it as well."
    • also (rep_14, 3658192107:60): "You know the proof of life selfie you uploaded?"
  2. "I'll send you an email asking for the documents."
    • 16 turns, 16 calls, 4 reps (Onboarding 16); client went along 6%; claim rate 13%; mean move confidence 0.92. Representative: 3294800366:79 (rep_14).
    • also (rep_13, 4123479965:46): "No worries. Yeah. Please. If you check your emails, you have a request from us for the documents."
    • also (rep_12, 3979157731:69): "No worries. I'll send you an email with the documents that"
  3. "We need a picture of your passport. It has to be a valid passport." CLAIM
    • 17 turns, 15 calls, 4 reps (Onboarding 17); client went along 53%; claim rate 12%; mean move confidence 0.96. Representative: 3252354797:48 (rep_09).
    • also (rep_13, 4028101750:22): "Let me just see what we've got your passport is out of date, so we will need a new picture of your passport. Are you based in The States or in Canada?"
    • also (rep_14, 3848848292:182): "I've sent you a secure link requesting a photo of your passport."
  4. "You can just upload the document to the secure email secure links that will be in the email."
    • 15 turns, 15 calls, 3 reps (Onboarding 15); client went along 20%; claim rate 27%; mean move confidence 0.91. Representative: 3979157731:75 (rep_12).
    • also (rep_09, 3659239846:119): "No. So once you've replied with the documents, on the email, you it'll be secure links for you to upload the documents directly."
    • also (rep_14, 3229886939:52): "I will send you the email. What I can do, I'll send you just a document with what we need in a PDF file, but I'll also send the secure links to you via our platform. You can choose how you prefer to load the documents up. Just whatever's"
  5. "Okay. So do you have, like, a proof of address, something like a bank statement or utility bill?" CLAIM
    • 15 turns, 15 calls, 4 reps (Onboarding 15); client went along 13%; claim rate 67%; mean move confidence 1.00. Representative: 4035418549:95 (rep_12).
    • also (rep_09, 3252354797:50): "We'll need something so we'll need a proof of address, which is a bank statement or a utility bill dated in the last three months."
    • also (rep_13, 3192187300:20): "Proof of address can be pretty much anything, that would essentially just outline your name and the address on there. Mostly, like, a utility bill or something like that."

Explain who holds the money (explain_who_holds_the_money)

When: The client asked whether their money is safe, who they are dealing with, or who regulates the service, or the call has reached booking without this being said.

Drafted lines (fallbacks)

Harvested (137 kept turns from 77 calls and 6 reps, in 106 groups)

  1. "the Currency Cloud is, you know, is a UK entity, what you set up with, but we do have a local dollar account with [NAME] Bank in The United States. It So is"
    • 5 turns, 5 calls, 4 reps (Onboarding 5); client went along 0%; claim rate 20%; mean move confidence 0.77. Representative: 3293134201:175 (rep_01).
    • also (rep_13, 3918414173:41): "exactly. Yeah. So we don't draw the funds from your account. We will present you with your Currency Cloud details, and that will be an account in London in your name, a multicurrency I band so you can hold, send, receive a bunch of different currencies in that account. For this purpose, you're using it to almost as like an escrow to convert your funds. We'll"
    • also (rep_14, 4144403363:131): "provide we've opened up a bank in your name through the Currency Cloud who are a long"
  2. "Okay. So this is going to be a an account in your name, but it will be with Barclays in London. It does accept dollars, but it's going to be based in London. So, perhaps if you wanted to do a little test to try out first, sending to The UK, I think there will be a fee from your bank. I don't know how much they'll charge, but it would be the same currency to The UK." CLAIM
    • 4 turns, 4 calls, 2 reps (Onboarding 4); client went along 50%; claim rate 50%; mean move confidence 0.65. Representative: 3883579860:57 (rep_13).
    • also (rep_14, 3449959903:73): "We give you the segregated settlement account so it'll be an also UK based Barclays Bank in the given currency that you're looking to sell, be it dollar or star, euro, whatever. Once funds arrive in full, we can then dispatch the pounds to where you allocate them. And that's all done on our platform. You book a trade, you allocate a recipient, and then you send the funds. That's usually the order sequencing."
    • also (rep_13, 3646184940:127): "we just give you a Barclays account in your name to send the euros to, and then"
  3. "but yes. Because on your Currency Cloud account, rather than it being the beneficiary being Currency Cloud, it would be your name. It would be going to Currency Cloud, but the account Yeah. would be in But your name. Yeah."
    • 5 turns, 4 calls, 3 reps (Onboarding 5); client went along 40%; claim rate 40%; mean move confidence 0.78. Representative: 3829857735:59 (rep_12).
    • also (rep_09, 3881752452:63): "Sorry. Because I can't see the details. But, if you're sending to Currency Cloud, the way they work is every client has their own wallet, so they separate. They segregate the funds. So you will have your own wallet, so that's why it's in your name, if that makes sense. So you so"
    • also (rep_13, 3012064160:315): "I would say so. The one you're paying into, it's a multicurrency account, but it's in your name. So you're essentially paying yourself three times here, because this is a an account under [NAME] with the Currency Cloud. So I would"
  4. "for all intents and purposes, it is you can hold your euros in there. You could put the euros in there, exchange it for sterling, and then hold the sterling in there. You can really do whatever you like. You know? You as soon as"
    • 3 turns, 3 calls, 3 reps (Onboarding 3); client went along 0%; claim rate 0%; mean move confidence 0.73. Representative: 2989786731:267 (rep_13).
    • also (rep_09, 3542790350:4): "that's definitely something that you can help with. Euros to pound transfers. How we work is we're an aggregator of multiple FX providers. All our part all the partners that we work with are regulated by The UK [NAME], and they follow the laws and regulations set out by the UK FCA. But"
    • also (rep_12, 3774136362:107): "it would be euro to euro. And then from there, our partners would do the exchange for you, and then they would allocate it to the recipient account that you would provide through the platform as well. Yeah."
  5. "they're regulated in many parts of the world. But, yeah, the FCA is quite I don't know if you've heard of it. It's The UK financial regulatory system. It's quite strict,"
    • 4 turns, 3 calls, 2 reps (Onboarding 4); client went along 0%; claim rate 0%; mean move confidence 0.94. Representative: 3755104454:18 (rep_12).
    • also (rep_14, 4144403363:67): "fact is FCA regulated organization, tier one bank. Yeah."
    • also (rep_14, 3217828966:55): "f c yeah. Well, it's all FCA regulated settlement accounts. Tier one banks. So you're looking at, like, Barclays. You you're sending it to a Oh, Barclays so you bank so account."

Compare the rate against mid-market (show_the_rate_against_mid_market)

When: The client asked about the rate, the margin, or how it compares with a bank or another provider, and no safety concern is open.

Drafted lines (fallbacks)

Harvested (290 kept turns from 174 calls and 10 reps, in 210 groups; 93 turns from Biz Dev calls)

  1. "On the exchange rate. There are no fees. We purely make on the exchange rate." CLAIM
    • 11 turns, 11 calls, 3 reps (Onboarding 8, Biz Dev 3); client went along 18%; claim rate 100%; mean move confidence 0.77. Representative: 4135375684:27 (rep_14).
    • also (rep_09, 3252354797:26): "we don't charge a fee. We just our fees are basically baked into the exchange rate that we Oh, offer yeah. you."
    • also (rep_13, 4050631716:76): "we don't charge a fee per se. We cover all of, like, the payment fees and everything like that. The only charge that you'll receive from us or our partners is going to be the difference between the mid market rate and the rate that you receive. So it's just the foreign exchange margin. That is what you will pay. So as long as the rate"
  2. "Only thing is the way we make money in the business is we charge a spread from the mid market exchange rate. So Hello?" CLAIM
    • 9 turns, 9 calls, 3 reps (Onboarding 6, Biz Dev 3); client went along 0%; claim rate 89%; mean move confidence 0.83. Representative: 3286012340:0 (rep_09).
    • also (rep_12, 3956230529:104): "Exactly. We'll have a partnership with them where we get a small amount from the spread what we spread you from the mid market rate. And then that's how it"
    • also (rep_14, 3380107436:47): "a spread from mid market rate. So that's how we make money. It's all baked into the spread."
  3. "not sure if that's showing you some accurate there because usually, that could be showing you what the mid market rate is." CLAIM
    • 7 turns, 7 calls, 5 reps (Onboarding 3, Biz Dev 4); client went along 14%; claim rate 71%; mean move confidence 0.94. Representative: 4153987366:133 (rep_12).
    • also (rep_09, 3843196669:28): "I believe that rate is not the most accurate. That might be the mid market rate,"
    • also (rep_13, 2989786731:43): "That's indicative. That's the mid market rate, on"
  4. "We don't have a set transfer fee or any additional charges. It's just the spread. So you would see the quotation once you go when once you ask for a quote, you'll be able to compare it to the mid market. It's definitely cheaper than the banks, though, because I'm not sure if you're familiar with the rates that the banks show you, but it's about, I'd say, like, three to 4%, whereas ours is much lower." CLAIM
    • 5 turns, 5 calls, 2 reps (Biz Dev 2, Onboarding 3); client went along 0%; claim rate 100%; mean move confidence 0.94. Representative: 3604722275:36 (rep_12).
    • also (rep_14, 3658192107:50): "our fees are closer to kind of so we're charging you around 0.5 from the mid market rate."
    • also (rep_12, 4139946359:93): "we'll show you the rate that you're getting with that amount in comparison to the mid market too. So what you quote for is exactly what you'll get. We don't charge any additional fees. So"
  5. "it this way. If you were to use the bank, they would charge you something like three or 4%. So that would cost you thousands of euros to just use" CLAIM
    • 4 turns, 4 calls, 3 reps (Onboarding 4); client went along 25%; claim rate 100%; mean move confidence 0.69. Representative: 3305868202:59 (rep_14).
    • also (rep_13, 3102946289:47): "gonna be costing you essentially all in £15,000 or, sorry, euros. And that's not taking into account any of the payment fees or anything like that. Whereas we sit well below a percent, we're closer to half a percent to three quarters of a percent on those kinds of transactions. And then, obviously, you get the level of service that we include, which the bank and other providers really don't offer. So,"
    • also (rep_01, 3309383077:48): "they know the bank normally offer an indicative exchange rate of how many euros with credit. And they do charge, you know, three or 4%. Our platform is"

Explain when the money arrives (explain_settlement_and_cutoff)

When: The client asked when funds will land or mentioned a deadline, and settlement timing has not been explained.

Drafted lines (fallbacks)

Harvested (251 kept turns from 135 calls and 8 reps, in 187 groups)

  1. "It might not show you today because that's prob that's not possible with banks being closed in Saudi. So you would it would be Monday that it would deliver. So you would get it Monday morning, basically." CLAIM
    • 9 turns, 9 calls, 4 reps (Onboarding 9); client went along 11%; claim rate 100%; mean move confidence 0.91. Representative: 4114088996:37 (rep_12).
    • also (rep_13, 3393406796:25): "it'll be Monday now because the banks are closed in Saudi. So"
    • also (rep_01, 3240477278:11): "Delivery dates would be Monday now that the Saudi banks are closed, so that's the earliest date we can get the funds over to you. And then reason,"
  2. "it just all depends on when we receive your funds and then when they can be sent out. So, usually, I would say you're doing so it could be the next day. So say you do it in the morning or, like, around morning time, you would receive it the next day." CLAIM
    • 6 turns, 6 calls, 3 reps (Onboarding 6); client went along 17%; claim rate 100%; mean move confidence 0.96. Representative: 4046842488:56 (rep_12).
    • also (rep_13, 3458786270:100): "you same day, it will go pretty much instantly as soon as the funds are allocated to the trade. If, for example, you were to book it now, I think it would probably be giving you tomorrow, which just means first"
    • also (rep_09, 3713620335:77): "you send the funds early morning to deliver the funds to us the same day."
  3. "My mistake. It there's a bank holiday tomorrow, pretty much everywhere apart from here, unfortunately, which just means we won't be able to send the payment tomorrow for credit on Wednesday. So Thursday will be the soonest." CLAIM
    • 4 turns, 4 calls, 2 reps (Onboarding 4); client went along 75%; claim rate 100%; mean move confidence 0.86. Representative: 3263157678:147 (rep_13).
    • also (rep_01, 3266433549:33): "earliest date will be tomorrow as it's a bank holiday"
    • also (rep_01, 3266516831:72): "tomorrow if you were to book the payment today, just as a heads up."
  4. "If you were to do it on, like, a Thursday evening, you probably wouldn't get it till Monday just because the banks in Dubai close quite they close on Friday," CLAIM
    • 4 turns, 4 calls, 1 rep (Onboarding 4); client went along 0%; claim rate 100%; mean move confidence 0.94. Representative: 3956230529:154 (rep_12).
    • also (rep_12, 3913928907:96): "but if you were to do it, say, Thursday, you and then you do it Thursday afternoon, you wouldn't get it until Monday, Tuesday because the banks in Dubai close quite early. And in order for"
    • also (rep_12, 4105285633:72): "wouldn't get it till Monday because the banks in Dubai in United Arab Emirates are closed."
  5. "And that start to finish. It means same day transfers are possible, but I'd rather just" CLAIM
    • 3 turns, 3 calls, 3 reps (Onboarding 3); client went along 33%; claim rate 100%; mean move confidence 0.86. Representative: 3721780403:133 (rep_14).
    • also (rep_13, 3226946552:82): "should be fine for same day even on that transfer"
    • also (rep_12, 3812348167:196): "no. To do the transfer, it's I think they it's five days, actually. So we"

Explain that a booking is binding (explain_booking_is_binding)

When: The client is close to booking, or asked whether they can cancel, and it has not been explained that a booking commits them.

Drafted lines (fallbacks)

Harvested (146 kept turns from 90 calls and 5 reps, in 100 groups)

  1. "when you lock into sort of online trade with us, you're agreeing to an online contract." CLAIM
    • 5 turns, 5 calls, 2 reps (Onboarding 5); client went along 20%; claim rate 80%; mean move confidence 0.98. Representative: 3264038871:51 (rep_14).
    • also (rep_09, 3382788633:100): "you have to tick a box to agree to the terms and conditions, which is the contract, and then confirm or accept. So once you do that three click confirmation, that's you locking in the trade. The partner will then secure the rate that you booked, but that also means there's an open position out in the market. And, obviously,"
    • also (rep_14, 3767004260:82): "once you lock in a trade, that's you agreed the online contract. It's like buying stocks and shares. It's like buying [NAME] stocks on the open market. Or think of it like buying an expensive flight back to Hong Kong. You you're locking in a particular price in a particular moment, and that is you committed. We"
  2. "And so, yeah, this is a bit where I said you can quote, and you can see the amount that you get. But after that, you would book. But, yeah, don't book unless you're happy to make the transfer and you're happy with the amount that you see. There is a three click step confirmation there for you to decide." CLAIM
    • 5 turns, 5 calls, 2 reps (Onboarding 5); client went along 0%; claim rate 100%; mean move confidence 0.81. Representative: 4114088996:47 (rep_12).
    • also (rep_09, 3382788633:98): "or whatever? Yes. You can do you can get a quote as many times as you like. But to book in the transfer, you have to do a quite an obvious three click confirmation. I think it says book"
    • also (rep_12, 4076651760:79): "you wouldn't have to book unless you're happy to do the transfer then. You can just quote until you're happy with the amount that you see. And the amount that you see when you quote is the"
  3. "do not book any transfers until you are committed and wanting to go ahead. It's not like a it's not like a sort of platform that you can book tests and just say, oh, no. Cancel that. I don't want that. I was playing around. No. It's a sort of formal trading environment where we" CLAIM
    • 4 turns, 4 calls, 2 reps (Onboarding 4); client went along 0%; claim rate 75%; mean move confidence 0.92. Representative: 3332568822:110 (rep_14).
    • also (rep_12, 4162504912:207): "Other thing is when you're on the platform, just make sure that you don't book anything until you're aware until you're happy to make the transfer because it is a live trading market. So that means whenever"
    • also (rep_14, 3559148066:68): "And just be sure before you click confirm on any transfers that you want to go ahead and book it in. Does that"
  4. "then be able to book that rate. Once that rate is booked, it is locked in. So just make sure you're happy" CLAIM
    • 4 turns, 4 calls, 2 reps (Onboarding 4); client went along 0%; claim rate 75%; mean move confidence 0.81. Representative: 3697294636:239 (rep_12).
    • also (rep_13, 3244896078:40): "You can do it. You can do it the other way around. We allow you to book the rate and lock it in, then"
    • also (rep_12, 3812348167:43): "firstly, what you've done now is that you've quoted. You haven't actually booked anything. So in order to book, you would have to there would be a three click confirmation that you do. So you you've essentially just seen what you would get, but you haven't actually locked in the rate. So once you do lock in the rate,"
  5. "But sometimes, you know, clients feel like, you know, they wanna take advantage of market movements or whatever, and they can they wanna cancel the trade. But canceling trades can result in losses because, again, it's a live trade. It's been put out into the market at a specific rate." CLAIM
    • 3 turns, 3 calls, 1 rep (Onboarding 3); client went along 33%; claim rate 100%; mean move confidence 0.95. Representative: 3995650537:67 (rep_09).
    • also (rep_09, 3531110569:121): "actually a trade that's gone out in the live market to secure the rate that you've booked in. So any cancellations or any reversals of that trade can cost money,"
    • also (rep_09, 3382788633:102): "cancellation of trades due to currency movements can result in losses. So we don't want our clients to be liable for losses in a way. So we obviously"

Handle a rate objection (handle_rate_objection)

When: The client said the rate is worse than, or not clearly better than, their bank or another provider.

Drafted lines (fallbacks)

Harvested (62 kept turns from 53 calls and 8 reps, in 59 groups; 22 turns from Biz Dev calls)

  1. "I understand that. You want to get the best possible amount, but we can't afford to give our transfers away for free like d $3.60 do. That will only last three transfers. So, yeah, we believe in" CLAIM
    • 2 turns, 2 calls, 2 reps (Onboarding 1, Biz Dev 1); client went along 0%; claim rate 100%; mean move confidence 0.73. Representative: 3718752467:43 (rep_14).
    • also (rep_09, 3693209591:30): "Right. Okay. It's just because the amount is just slightly above our minimum. Hence, you know, we might not be able to provide the most competitive rate on a transfer of that size, to be honest"
  2. "other broker that day has a better rate than this broker, you're saving just" CLAIM
    • 2 turns, 2 calls, 1 rep (Onboarding 1, Biz Dev 1); client went along 0%; claim rate 100%; mean move confidence 0.66. Representative: 4139946359:65 (rep_12).
    • also (rep_12, 3887431647:172): "rate's quite tight already. If it is because it sounds like what you're saying is it's very close to the mid market or it's the mid market itself that you're getting. So I It don't know is. if and It yeah. is. Then I don't think It a broker is. can how another broker could help with that because they wouldn't be making any money. They could actually be losing"
  3. "Right. So if we you wouldn't be interested if we could halve that?"
    • 1 turn, 1 call, 1 rep (Biz Dev 1); client went along 100%; claim rate 0%; mean move confidence 0.93. Representative: 3098988045:17 (rep_13).
    • No other exemplar: heard once.

Address the bank, Wise or Revolut comparison (handle_alternative_provider)

When: The client prefers or currently uses a bank, Wise, Revolut, or another broker.

Drafted lines (fallbacks)

Harvested (188 kept turns from 135 calls and 8 reps, in 162 groups; 78 turns from Biz Dev calls)

  1. "Who do you bank with in Saudi Arabia?"
    • 3 turns, 3 calls, 2 reps (Biz Dev 3); client went along 67%; claim rate 33%; mean move confidence 0.71. Representative: 3327946627:73 (rep_14).
    • also (rep_01, 3271233126:10): "Who do you bank with in Saudi, [CLIENT]?"
    • also (rep_14, 3826393755:49): "Okay. That makes things slightly more complicated. They are one of the few banks in Saudi that aren't as compliant with our settlement account as kind"
  2. "Okay. No worries. Yeah. I mean, are you looking at any other FX companies, or are we the only one?"
    • 3 turns, 3 calls, 2 reps (Biz Dev 1, Onboarding 2); client went along 67%; claim rate 0%; mean move confidence 0.64. Representative: 3693209591:28 (rep_09).
    • also (rep_13, 4123479965:24): "Oh, on Google. search. Okay. No worries. Okay. And have you ever used an FX company before, or do you just use the bank? Yeah."
    • also (rep_09, 3659239846:105): "good to have. Are you looking at any other FX companies then?"
  3. "If I'm who do you bank with in Qatar, please?"
    • 3 turns, 3 calls, 1 rep (Biz Dev 3); client went along 33%; claim rate 33%; mean move confidence 0.78. Representative: 3555548751:47 (rep_14).
    • also (rep_14, 3802892820:66): "your plan alternative option, I can see fault in this, is to open an HSBC account. Now I think people in Qatar, if you've not got your salary going into that bank, you get charged extra from a bank. So if you're not in you're dis disincentivized to have more than one bank in the region."
    • also (rep_14, 4130798301:33): "if you keep the money in Qatar, and then we can help you with dollars to euros. I wouldn't trust [NAME] Bank to do dollars to euros, but I would trust us to do dollars to euros."
  4. "It it's not like, I I'm not exaggerating when I say we've got thousands of clients with Emirates, NBD, and a few other banks, and they just don't they don't I pose have those" CLAIM
    • 3 turns, 3 calls, 1 rep (Onboarding 3); client went along 0%; claim rate 67%; mean move confidence 0.67. Representative: 4075988716:147 (rep_14).
    • also (rep_14, 4100102980:115): "doubt there will be. We've got I'd say we've got a good few 100 clients with Emirates NBD regularly doing payments every month. And, yeah, if I was speaking to someone moving to UAE, I'd say Emirates NBD is the best. Then"
    • also (rep_14, 4150834009:81): "I mean, they are consistently the best for signing out of The UAE. Likewise, HSBC and Abu Dhabi [NAME] Bank are good as well. I mean, these are all people that we receive from"
  5. "I can't guarantee you we'll do better now. Are you sure [NAME] Bank are gonna be happy sending to the Wise account?" CLAIM
    • 2 turns, 2 calls, 2 reps (Onboarding 2); client went along 100%; claim rate 50%; mean move confidence 0.68. Representative: 4084565623:106 (rep_14).
    • also (rep_12, 3591959292:101): "That's what I can offer right now if you do wanna continue with us. But, yeah, I don't think we can help with the [NAME] Bank."

Offer a bookable rate alert (offer_alert_instead_of_waiting)

When: The client wants to wait for a better rate, or is not ready to book today, and no other concern is open.

Drafted lines (fallbacks)

Harvested (90 kept turns from 59 calls and 9 reps, in 79 groups; 48 turns from Biz Dev calls)

  1. "But, I mean, it's worth you knowing on our platform, you can do things like set rate alerts and even bookable"
    • 3 turns, 3 calls, 2 reps (Biz Dev 2, Onboarding 1); client went along 0%; claim rate 0%; mean move confidence 0.88. Representative: 3539329919:61 (rep_14).
    • also (rep_05, 3396952865:36): "what you're most comfortable with. But you can set a rate alert on our platform, and it does monitor the"
    • also (rep_05, 3397053234:89): "to compete for you in and around that time. You have got tools available on the platform, such as setting a rate alert for yourself, if you need to manage"
  2. "when our clients have a particular rate they're trying to target or, you know, if you're looking to just be made aware of any movements in your favor, You do have the ability to set a rate alert for yourself, which can be quite useful. As you know,"
    • 3 turns, 3 calls, 1 rep (Onboarding 1, Biz Dev 2); client went along 0%; claim rate 0%; mean move confidence 0.87. Representative: 3397260881:49 (rep_05).
    • also (rep_05, 3403974502:119): "this is what we wanna do. We wanna show you the benefits. We wanna show you the tools to set rate alerts so that you don't miss any positive movements and things like that. You can get a trigger to say, look. If we"
    • also (rep_05, 3396742650:27): "of that there. A lesser version is just setting a rate alert for yourself as it says on the tin, really, setting a particular rate that you would like to be alerted at. If that rate's hit, you will then get an email to say, look. Your desired rate has been hit. What do want to do from here? And then you can go on and either amend"
  3. "Have you thought of setting yourself a rate alert or a market order, with volatility happening in the market? If the rate were to be your target rate, if it were to trigger even temporarily, you would be able to achieve the rate that you're looking for by utilizing the tools that are available to you."
    • 2 turns, 2 calls, 2 reps (Onboarding 1, Biz Dev 1); client went along 50%; claim rate 0%; mean move confidence 0.94. Representative: 3442652833:49 (rep_05).
    • also (rep_12, 3774136362:279): "interest I think on you it. can Mhmm. monitor the rate, and we also have a rate alert system. So what you can do"
  4. "you can go one step further and do a market order, which is like a bookable rate alert Unless you've had that."
    • 2 turns, 2 calls, 2 reps (Biz Dev 2); client went along 50%; claim rate 0%; mean move confidence 0.93. Representative: 3559498036:36 (rep_14).
    • also (rep_05, 3396742650:21): "be traveling or, you know, and there might be a slight spike in the rate that you would like to take advantage of, we have a tool called the market order, which is a bookable rate alert. So you could put an"
  5. "Wise your dollar account and then trigger based on, you know, rate" CLAIM
    • 2 turns, 2 calls, 2 reps (Onboarding 1, Biz Dev 1); client went along 50%; claim rate 50%; mean move confidence 0.70. Representative: 4167269683:45 (rep_08).
    • also (rep_12, 3774136362:281): "is if there's a certain rate you have in mind, just put that in, and it'll trigger it and let you know."

Agree the next step (agree_next_step)

When: The facts are known, concerns have been answered, and the call needs a concrete next action: book now, upload a document today, set an alert, or a follow-up at a time.

Drafted lines (fallbacks)

Harvested (505 kept turns from 310 calls and 11 reps, in 416 groups; 186 turns from Biz Dev calls)

  1. "Press allocate recipient now, and the Sterling bank account details you've added should appear."
    • 7 turns, 7 calls, 2 reps (Onboarding 7); client went along 86%; claim rate 14%; mean move confidence 0.76. Representative: 3306263919:50 (rep_01).
    • also (rep_13, 3498357573:57): "You can book, agree, confirm, and then you can actually allocate the recipient as well, which means, this will just run-in the background. The funds will automatically be sent to your Sterling account every time there's a trigger."
    • also (rep_01, 3240290519:30): "It that's all the steps necessary. It's simple. Get the Sterling details on there, get a quote, lock in the rate, allocate your Sterling account, and send the Euros."
  2. "That sounds good. I will take the next steps to you being activated. And if you have any questions, please get in touch. Happy to help. You'll hear from us once activated."
    • 7 turns, 7 calls, 3 reps (Onboarding 6, Biz Dev 1); client went along 71%; claim rate 29%; mean move confidence 0.63. Representative: 3974102611:111 (rep_14).
    • also (rep_13, 3498357573:17): "Okay. Perfect. I think we will need to activate it for you."
    • also (rep_12, 3638084036:73): "we can try to get an activation today."
  3. "Just do a small test fund and then send me over the payment confirmation once you've done it."
    • 5 turns, 5 calls, 2 reps (Onboarding 5); client went along 60%; claim rate 0%; mean move confidence 0.78. Representative: 3236882214:61 (rep_13).
    • also (rep_14, 3217828966:85): "as you want as well. You can do a small test payment"
    • also (rep_13, 3377544043:61): "What I'll do is I'll go and get those details for you, and then you can instruct a small test payment into the account just so we can see that it arrives okay."
  4. "Cool. I'll pop a WhatsApp over to there. When you've got a good time at so you just shoot me over a message, and we can organize a demonstration to show you how the platform works."
    • 5 turns, 5 calls, 3 reps (Onboarding 3, Biz Dev 2); client went along 40%; claim rate 20%; mean move confidence 0.74. Representative: 3676423683:41 (rep_13).
    • also (rep_05, 3397053234:195): "will share the WhatsApp with you. If you've got any questions or you want myself or call to [REP] to give you a quick call, pop us a WhatsApp, and we'll be happy to set up a time to speak."
    • also (rep_01, 3245986082:43): "I'll get it sent over, and, yeah, I'll follow-up on Thursday then. And just before I go, we do have a [NAME] WhatsApp as well. So is"
  5. "that will come through on my side. Yeah. I can see that. So next step would be to allocate it. So it should say allocate recipient."
    • 4 turns, 4 calls, 1 rep (Onboarding 4); client went along 50%; claim rate 0%; mean move confidence 0.75. Representative: 3073569018:295 (rep_13).
    • also (rep_13, 3012064160:97): "Yep. So I will double check that's all come through on my side. Yep. That's all good to go. So next thing to do is to allocate it. So allocate recipient"
    • also (rep_13, 3722249205:88): "change now. First thing to do, I would say, is to, allocate it to the recipient. So if you just do allocate recipient, and then"

Customer success

Deal with the live issue before anything else (resolve_the_issue_first)

When: The client has described a problem with a transfer, payment, document request, beneficiary, or login, and it has not been resolved or owned with a specific action and time.

Drafted lines (fallbacks)

Harvested (450 kept turns from 235 calls and 12 reps, in 380 groups)

  1. "I just wanted to confirm because I saw you made a request to disable your two factor authentication. I know it was a few days ago, but as you were traveling, we're only able to speak now." CLAIM
    • 6 turns, 5 calls, 2 reps (Customer Service 6); client went along 67%; claim rate 67%; mean move confidence 0.70. Representative: 3796476900:19 (rep_11).
    • also (rep_09, 3947966376:4): "Yes. Yeah. I think it's something to do with your two factor authentication."
    • also (rep_09, 3768917304:9): "Right. Okay. That's fine. No worries. So what I can do is I just have to upload a link to this call when I disable the two factor authentication, which will only be generated once I put the phone down. So after I put the phone down in about maybe, I'd say, three, four minutes, you should be able to log in as normal, and it will prompt you to set up two factor authentication again if you'd like to."
  2. "Okay. Well, just give them a call and ask them if there's any way you can cancel that transaction."
    • 4 turns, 4 calls, 4 reps (Customer Service 4); client went along 25%; claim rate 25%; mean move confidence 0.68. Representative: 4176027086:84 (rep_12).
    • also (rep_13, 3222178061:11): "Of course. No worries. Yeah. I just wanted to give you a call because the cancellation process, there's a lot of risk involved. We it's not as simple as just deleting a transaction."
    • also (rep_09, 2982736886:73): "Right. Okay. I mean, if there is no there's nothing you can't cancel the payment instruction on this one."
  3. "This one, like, that you are aiming to get the euros in, but you're facing a few troubles with your bank. So I'll see if there's anything else we can do."
    • 3 turns, 3 calls, 2 reps (Customer Service 3); client went along 100%; claim rate 0%; mean move confidence 0.85. Representative: 4050426459:138 (rep_13).
    • also (rep_12, 3816180454:17): "you tell me your last issue. What was the last issue? Is that the euro so when you sent it to our euro account in The UK, it bounced back."
    • also (rep_12, 3809321349:28): "you're saying that your bank has an issue sending out euros internationally. Do they would they have an issue sending it somewhere in Europe, or does it have to be just in France where you can send the euros?"
  4. "That's okay. What bank is it being sent to?"
    • 3 turns, 3 calls, 2 reps (Customer Service 3); client went along 67%; claim rate 0%; mean move confidence 0.80. Representative: 3245553815:15 (rep_13).
    • also (rep_14, 4151018495:20): "And who what bank's saying they're unable to receive?"
    • also (rep_13, 3918554150:8): "Right. Okay. Which bank do you bank with? Okay."
  5. "Okay. That would suggest that it wasn't set up via Microsoft. Do you have Google Authenticator as well?"
    • 3 turns, 3 calls, 2 reps (Customer Service 3); client went along 67%; claim rate 0%; mean move confidence 0.67. Representative: 4126329733:26 (rep_13).
    • also (rep_11, 3796476900:39): "it depends on do you which app do you use to authenticate? Is it Google Authenticator?"
    • also (rep_13, 3069723836:36): "it should be some form of app. So Google Authenticator or Microsoft Authenticator."

State the status with specifics (give_status_with_specifics)

When: The client asked where their money is or why a payment is delayed, and the rep has not yet given a concrete status with a time, a reference, or the partner's name.

Drafted lines (fallbacks)

Harvested (509 kept turns from 240 calls and 12 reps, in 419 groups)

  1. "the with the reference number and stuff. So, hopefully, you know, if the funds come in today, if not, maybe Monday or over" CLAIM
    • 7 turns, 7 calls, 4 reps (Customer Service 7); client went along 14%; claim rate 100%; mean move confidence 0.83. Representative: 3298682783:61 (rep_09).
    • also (rep_14, 3647302927:77): "it might be as early as Tuesday before funds are in."
    • also (rep_12, 4153409988:66): "are in, you just allocate that once it's in. And I'll let you know when we get the funds back. It should I don't know. Hopefully, tomorrow. If not, it'll be Monday just because it's the end of the week."
  2. "Understood. The funds have already gone, so the Sterling should be with you very shortly." CLAIM
    • 6 turns, 6 calls, 2 reps (Customer Service 6); client went along 17%; claim rate 50%; mean move confidence 0.72. Representative: 3771171071:6 (rep_13).
    • also (rep_01, 3262940491:19): "morning Yeah. It looks like the funds were converted by the bank because we have, in fact, received sterling when you sent the funds over to us. So I'm not quite sure what happened there is I know you called in and asked what the currency should be. So somewhere upon, setting"
    • also (rep_13, 3908744253:126): "Cool. Yeah. Let me have a little look. I can just double check. Yeah. All good. So funds should be it will say awaiting funds, but don't worry about that. The funds will be applied from balance. Sterling should be with you very soon. I'd assume it'll go almost instantly as soon as the funds"
  3. "Yes. We've already got the dollars. The euro should be released to you today. I'm just gonna double check because Money [NAME] are on slightly different timings. But, yeah, euro should go out later today as soon as they open." CLAIM
    • 5 turns, 4 calls, 4 reps (Customer Service 5); client went along 0%; claim rate 60%; mean move confidence 0.76. Representative: 4027274815:34 (rep_13).
    • also (rep_01, 3287620777:56): "long as the dollars arrive before 02:30PM UK time tomorrow, you will receive the euros the same day."
    • also (rep_14, 3617069829:53): "Well, it depends how quickly we can receive your euros. We can let you"
  4. "Delivery day is tomorrow. The funds, I would assume, will arrive today. They're usually pretty quick, so I would assume the sale will arrive today. But since it was booked past the cutoff time, the soonest we can deliver the Sterling is tomorrow." CLAIM
    • 3 turns, 3 calls, 2 reps (Customer Service 3); client went along 33%; claim rate 100%; mean move confidence 0.94. Representative: 3758903910:105 (rep_13).
    • also (rep_01, 3298516365:62): "we booked the position, but the sterling your sterling hasn't been, you know, used yet as such because the delivery date is not until Monday."
    • also (rep_13, 3662832400:135): "by the time we receive these documents and getting sent, we will be past the sterling cutoff. So it might be first thing tomorrow morning that the sterling gets released."
  5. "Alright. Let me just check that's come through on my side. Yes. So I can see that's come through on my side. The payment should be released today." CLAIM
    • 3 turns, 3 calls, 2 reps (Customer Service 3); client went along 33%; claim rate 33%; mean move confidence 0.79. Representative: 4019578494:126 (rep_09).
    • also (rep_01, 3198530956:102): "I just can't see the payment come through on our side just yet."
    • also (rep_09, 4108743846:50): "Perfect. Thank you. So you can't so the payment so it's showing the payment is released, but the payment's also awaiting funds on your side. It's, conflicting messages that you're getting."

Explain why a document was requested (explain_document_request)

When: The client is frustrated by a request for an invoice, contract, or other supporting document on a payment.

Drafted lines (fallbacks)

Harvested (149 kept turns from 78 calls and 8 reps, in 124 groups)

  1. "Bank statement for the account that the funds are sent from."
    • 5 turns, 4 calls, 3 reps (Customer Service 5); client went along 80%; claim rate 0%; mean move confidence 0.77. Representative: 3392621819:90 (rep_13).
    • also (rep_11, 4169392543:9): "Just to show that it's, you know, an account in your name sent the funds to them just because they don't wanna credit... You know, let's say if the amount came in from someone else, they don't wanna credit the wrong funds to the account. So it can be a bank statement. It can be a confirmation of payment."
    • also (rep_14, 3195508045:20): "bank statement with the funds on balance."
  2. "We just require the invoices of the payments going to [NAME]." CLAIM
    • 4 turns, 4 calls, 1 rep (Customer Service 4); client went along 50%; claim rate 25%; mean move confidence 0.74. Representative: 4070438073:7 (rep_11).
    • also (rep_11, 3865158989:19): "I'm gonna have to I'm gonna have to confer with my colleague to see if there are any alternatives. All there really is just that there's nothing wrong with the invoice. It's just that it needs to show your name because you're ultimately the person who's making the payment."
    • also (rep_11, 4171898643:8): "Well, I'm just calling because we are in the midst of processing your trade, but we just need an invoice because you're sending to [NAME] [NAME]'s [NAME] and [NAME]."
  3. "Oh, the partner would just requires, before they can credit your funds just to confirm the relationship in case any additional documentation is required." CLAIM
    • 3 turns, 3 calls, 2 reps (Customer Service 3); client went along 33%; claim rate 67%; mean move confidence 0.84. Representative: 3778842784:35 (rep_11).
    • also (rep_13, 3741490456:7): "No. If the funds are going to a third party, so if they're going to an account that isn't in your name, the partner will always ask for some form of evidence as to what the payment's for."
    • also (rep_11, 4171898643:26): "Yes. I understand. But because the funds are going to a third party, our partner just as per compliance requirements, require documentation to show the"
  4. "now. Right. How many months worth of bank statements would you need to justify an increase of" CLAIM
    • 3 turns, 3 calls, 2 reps (Customer Service 3); client went along 0%; claim rate 67%; mean move confidence 0.75. Representative: 3505783846:174 (rep_09).
    • also (rep_14, 3662528965:64): "at this point, we already have two full months of bank statements, and they wanted six. So we're almost a third of the way there. But, like, that was like, that sort of plan a. But look. If you if"
    • also (rep_14, 3306596371:105): "just one month of bank statement. It's purely to show that the"
  5. "Just the bank statement for the from within the last three months for the Oh, account a that bank we" CLAIM
    • 2 turns, 2 calls, 2 reps (Customer Service 2); client went along 100%; claim rate 100%; mean move confidence 0.61. Representative: 3392621819:71 (rep_13).
    • also (rep_14, 3584619742:7): "I was wanting to know, like, is the one you have on file it's dated in the last three months. Is it does that not is that not considered a recent bank statement? Because"

Ask about upcoming payments (review_upcoming_exposure)

When: No live issue is open and the client's upcoming transfers, amounts, and dates are not known.

Drafted lines (fallbacks)

Harvested (114 kept turns from 76 calls and 7 reps, in 98 groups)

  1. "Okay. And what do you I mean, I'm not gonna hold you to every penny here, but what do you think the average amount of transfers you send back will be?"
    • 9 turns, 8 calls, 6 reps (Customer Service 9); client went along 44%; claim rate 33%; mean move confidence 0.87. Representative: 3684536223:61 (rep_14).
    • also (rep_13, 3490520467:22): "Per year, how much do you think you'll be exchanging?"
    • also (rep_03, 2776282483:30): "That's okay. So your current transfer limit, how much is it now?"
  2. "quite a few of you have let us know that you may be transferring slightly more this month due to bonuses being paid. So we need to communicate with the broker that there might be a slightly raised amount being transferred and the reason for that. Are you in that position, [NAME]? Are you going to be transferring more this month than normal?"
    • 3 turns, 3 calls, 1 rep (Customer Service 3); client went along 33%; claim rate 33%; mean move confidence 0.95. Representative: 3396436342:9 (rep_05).
    • also (rep_05, 3396527469:9): "what we need to do, [CLIENT], is just because you may remember when you opened your account, we asked you expected annual trade volume. So with bonuses, sometimes if they're unexpected and we haven't accounted for that, will it take you close to your annual transfer limit. So we just need to manage that with the broker so you don't hit any hiccups on the platform when trying to send the money in January. Do you have"
    • also (rep_05, 3397100994:39): "is this something you if you received your bonus, are you going to be looking to do a larger transfer this month?"
  3. "Not a problem. How much roughly do you need to do?"
    • 2 turns, 2 calls, 1 rep (Customer Service 2); client went along 100%; claim rate 0%; mean move confidence 0.74. Representative: 3650859066:18 (rep_13).
    • also (rep_13, 3032202073:46): "how much you're going to need to do?"
  4. "I'm sorry. I can't say anything more optimistic. I mean, what sort of time frame are you working to on your next payment?"
    • 2 turns, 2 calls, 2 reps (Customer Service 2); client went along 50%; claim rate 0%; mean move confidence 0.80. Representative: 3485039887:19 (rep_14).
    • also (rep_01, 3207114444:61): "an eye out. Anything when is your next payment, [NAME]?"
  5. "Okay. What amount are you gonna be doing, [NAME]?"
    • 2 turns, 2 calls, 2 reps (Customer Service 2); client went along 50%; claim rate 0%; mean move confidence 0.60. Representative: 3336296049:57 (rep_05).
    • also (rep_14, 3822225332:18): "what's the amount that you would be able to send today, [NAME]?"

Offer a forward for a known future payment (offer_forward_for_known_future_payment)

When: The client has a specific future payment with a known approximate amount and date, and is worried about the rate moving.

Drafted lines (fallbacks)

Harvested (48 kept turns from 37 calls and 10 reps, in 45 groups; 21 turns from Biz Dev calls)

  1. "discussing forward contracts and the potential of that moving forward. What were your thoughts on utilizing that feature?"
    • 2 turns, 2 calls, 1 rep (Customer Service 1, Biz Dev 1); client went along 50%; claim rate 0%; mean move confidence 0.71. Representative: 3244235324:11 (rep_01).
    • also (rep_01, 3181953937:13): "forward contracts. And I, first of all, just wanted to ask, is that a possibility with [NAME]?"
  2. "obviously doable if you have the funds available to you. We do offer the opportunity to book a forward contract is what you what you're referring to. So you could lock in the exchange rate today for delivery in," CLAIM
    • 2 turns, 2 calls, 2 reps (Biz Dev 2); client went along 0%; claim rate 100%; mean move confidence 0.89. Representative: 3621256237:124 (rep_13).
    • also (rep_01, 3232475829:71): "this will be it will be deemed a forward contract, that. So with the forward contract, you can lock in the rate for the full amount,"
  3. "you wanna leave it more than five days, after that, it would become a forwards because we're holding it for you, and you'd have to pay a deposit. I think it's, like, a" CLAIM
    • 2 turns, 2 calls, 1 rep (Customer Service 2); client went along 0%; claim rate 100%; mean move confidence 0.76. Representative: 3919244096:279 (rep_12).
    • also (rep_12, 3787451944:46): "And yeah. But after that, it would be a forward. If you were to want it to be a forward, then you'd have to put a deposit down. So it's ideally, it's that you would settle it before then. So that's locked in for you, but you, yeah, you will have to make the transfer. And if you want it to arrive, I don't know what delivery date you put. Was it the"

Offer a rate alert or market order (offer_alert_or_market_order)

When: The client wants to wait for a better rate and has no hard deadline within days.

Drafted lines (fallbacks)

Harvested (37 kept turns from 20 calls and 5 reps, in 30 groups)

  1. "You you're looking at setting a rate alert?"
    • 6 turns, 6 calls, 4 reps (Customer Service 6); client went along 17%; claim rate 0%; mean move confidence 0.85. Representative: 3073210917:15 (rep_13).
    • also (rep_14, 4106283661:111): "you can put that in place on the rate alert section."
    • also (rep_12, 4020250364:86): "if you're dependent on the rate, there's also a rate alert function to use, which I already recommend just so you get notified once it hits certain rates."
  2. "Cool. So if you go to the market order no worries. Market order section, you should be able to or alternatively, I can set it up on my side, and we can you can just agree to it on your side. So your, let's see."
    • 2 turns, 2 calls, 2 reps (Customer Service 2); client went along 0%; claim rate 0%; mean move confidence 0.79. Representative: 3187971784:21 (rep_13).
    • also (rep_01, 3240413644:90): "If the market order is still there, I can actually give them do a live check on"
  3. "certain rate, I recommend just doing the market order route, and, hopefully, yeah, that I that was will go actually through." CLAIM
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 100%; mean move confidence 0.98. Representative: 3240413644:56 (rep_01).
    • No other exemplar: heard once.

See also the Onboarding move offer_alert_instead_of_waiting, which also carries Biz Dev material on this theme.

Set up recurring or batch payments (set_up_recurring_or_batch)

When: The client makes repeated payments to the same recipients or several payments at once and is doing them one by one.

Drafted lines (fallbacks)

Harvested (7 kept turns from 5 calls and 2 reps, in 7 groups). Thin corpus material: no phrasing recurs across calls; treat these as one-off examples.

  1. "operations and get all of these payments sent out as one as well. So it would arrive as one lump sum rather than three payments." CLAIM
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 100%; mean move confidence 0.95. Representative: 3305823113:186 (rep_01).
    • No other exemplar: heard once.
  2. "you could just allocate a smaller amount to each one and have it on the same deal. But whatever works best for you, it's not."
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 0%; mean move confidence 0.63. Representative: 3995003185:17 (rep_13).
    • No other exemplar: heard once.
  3. "And then as I said, when we go to do the next one, we can get the account set up in SAB so that they don't do this on the next one."
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 0%; mean move confidence 0.63. Representative: 3313534041:72 (rep_13).
    • No other exemplar: heard once.

Add a colleague or approval step (add_user_access)

When: The client mentioned a colleague, accountant, or partner who needs to book, approve, or view payments.

Drafted lines (fallbacks)

Harvested (21 kept turns from 20 calls and 5 reps, in 21 groups). Thin corpus material: no phrasing recurs across calls; treat these as one-off examples.

  1. "bank. However, he might have a similar ability to instruct the wire payment for you."
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 0%; mean move confidence 0.96. Representative: 3427429550:235 (rep_05).
    • No other exemplar: heard once.
  2. "client that you book, but if you'd rather not do it that way, we can do it for you with you authorizing us as a user."
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 0%; mean move confidence 0.77. Representative: 4010855210:49 (rep_14).
    • No other exemplar: heard once.
  3. "we just wanted to let you know that in case, you know, if you if do you would you prefer to speak to her first, explain to her the situation, and then let us know when to send the email out to her?"
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 0%; mean move confidence 0.74. Representative: 3154753439:31 (rep_09).
    • No other exemplar: heard once.

Handle a rate complaint (handle_rate_complaint)

When: The client says the rate or margin has got worse or that another provider offered better.

Drafted lines (fallbacks)

Harvested (59 kept turns from 36 calls and 6 reps, in 53 groups)

  1. "That's what I'm saying. On our side, I can see that the mid market at the time when the previous trade was booked, which was March 10, the mid market was [NUMBER]. The rate that we gave the client is [NUMBER]." CLAIM
    • 3 turns, 3 calls, 3 reps (Customer Service 3); client went along 33%; claim rate 67%; mean move confidence 0.78. Representative: 3662533508:74 (rep_09).
    • also (rep_12, 4079952215:83): "correct. So I gave you the rate of amount. I just last time I'd given you the mid market rate, not the actual rate. So it's still the similar to the amount I gave you earlier. It's just that the mid market rate sorry. The number that was given was a mid market rate, not the actual rate that you're getting. So right now on my side, what I can see is [NUMBER]."
    • also (rep_13, 3229105743:18): "One of them will be. So one of them will be the client rate, and one of them will be the mid market rate. Which one did"
  2. "We calculated that from mid market. I think your the rate that you're getting from that was just about point two eight" CLAIM
    • 2 turns, 2 calls, 2 reps (Customer Service 2); client went along 50%; claim rate 100%; mean move confidence 0.83. Representative: 3856243053:7 (rep_09).
    • also (rep_14, 3662528965:107): "yours your spread is 0.4 from the mid market. So, yeah, I'm surprised it was as high as that. Let me have a quick check on that. Yeah. Look. If you're not if you don't think we're competitive in terms of rate, let us know, and we'll"
  3. "or two, the actual margin that you'll be in charged we have terms with our partner. They're not allowed to make our clients' rates any worse. That simply is unable to happen. The margin that you've been charged has remained the same all throughout your time trading with us." CLAIM
    • 2 turns, 2 calls, 1 rep (Customer Service 2); client went along 0%; claim rate 100%; mean move confidence 0.93. Representative: 4079102228:88 (rep_13).
    • also (rep_13, 3591892801:76): "no. And the thing about it, we have an agreement with a partner, and there's no increase in margin. Right? So I've gone and got you this improvement. That's going to be active on your account for as long as you trade with us. It's not gonna be a case of for two deals,"
  4. "what we're gonna try to do is honor that rate that we gave you on the QAR, but on the adjusted 900,000 amount, I think it's around $2.13 or $2.14 that you should receive in euros, once you take away the 100,000 QAR. We're gonna try to honor that, but just on a USD to euro transfer. But, obviously, at the" CLAIM
    • 2 turns, 2 calls, 1 rep (Customer Service 2); client went along 0%; claim rate 100%; mean move confidence 0.69. Representative: 4171526475:12 (rep_13).
    • also (rep_13, 3985606944:42): "percent less than what you were intending to receive. And, again, luckily on this one, since it is a smaller transfer that you won't feel as big of an effect from it. Right? It might be, you know, £70 or so, which I know still isn't ideal, but it's not hundreds of euros"

See also the Onboarding moves handle_rate_objection, show_the_rate_against_mid_market, handle_alternative_provider, which also carry Biz Dev material on this theme.

Acknowledge a service failure and fix the process (handle_service_complaint)

When: The client complains about a late payment, repeated document chasing, or poor communication, and the rep has not yet acknowledged it.

Drafted lines (fallbacks)

Harvested (15 kept turns from 15 calls and 5 reps, in 15 groups). Thin corpus material: no phrasing recurs across calls; treat these as one-off examples.

  1. "No, I know. And the fact that you got a reply from that lady [NAME], which was just not helpful at all."
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 0%; mean move confidence 0.87. Representative: 1443205585:36 (rep_06).
    • No other exemplar: heard once.
  2. "Good. Very well. Thank you. I just got your email. I just wanted to give you a really quick call to cover off any concerns that you might have. I understand that you're not quite pleased with the amount of time to get the dollars over."
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 0%; mean move confidence 0.86. Representative: 3400926772:3 (rep_13).
    • No other exemplar: heard once.
  3. "And if and they were just so shoddy, the time delays. I mean, do you I I'm almost scared to ask this question, but were you subject to any late fees for their your credit card bill?" CLAIM
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 100%; mean move confidence 0.69. Representative: 3662528965:42 (rep_14).
    • No other exemplar: heard once.

Re-engage with a specific reason (reengage_dormant_with_a_reason)

When: The client has not traded for a long time and has no problem to report; the reason for the pause is unknown.

Drafted lines (fallbacks)

Harvested (16 kept turns from 13 calls and 4 reps, in 13 groups)

  1. "refresh the account. I think it's been just over a year since you've last used it, and accounts do typically go dormant after that period of time. So I will" CLAIM
    • 4 turns, 4 calls, 1 rep (Customer Service 4); client went along 25%; claim rate 75%; mean move confidence 0.83. Representative: 4032328348:42 (rep_13).
    • also (rep_13, 3838173973:138): "have to reactivate the account where it's gone a year without you, so we might have to reactivate it."
    • also (rep_13, 4126329733:66): "Okay. So there is a chance that it's dormant as well. We'll tackle that when we face it, but there is a chance we do need to, like, reactivate the account as well. I"
  2. "if you want a refresher on how it's done, we are happy to help you. But in terms you've got two different currency transfer kind of settlement partners in your is it SAB you bank with?"
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 0%; mean move confidence 0.90. Representative: 3485039887:31 (rep_14).
    • No other exemplar: heard once.
  3. "Absolutely. Yeah. Okay. Perfect. And between your transfers, so when you're not necessarily actively doing any exchanges, when might you be glad that we've reached out to you? Is there ever a particular reason that you might be happy that we've reached out even though you don't have a transfer?"
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 100%; claim rate 0%; mean move confidence 0.86. Representative: 3834352361:28 (rep_13).
    • No other exemplar: heard once.

Accept there is no current need (accept_no_need_gracefully)

When: The client says clearly they have no transfers planned.

Drafted lines (fallbacks)

Harvested (5 kept turns from 5 calls and 3 reps, in 5 groups). Thin corpus material: no phrasing recurs across calls; treat these as one-off examples.

  1. "But not a worry. As I said, nothing, no pressure from us. MXN's an account. Happy to keep it there. As soon as you need to send it, just go on to the trade and reallocate it, and that'll be all fine." CLAIM
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 0%; claim rate 100%; mean move confidence 0.86. Representative: 3317745947:124 (rep_13).
    • No other exemplar: heard once.
  2. "No. You won't need it for that."
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 0%; claim rate 0%; mean move confidence 0.84. Representative: 3741794830:26 (rep_12).
    • No other exemplar: heard once.
  3. "I thought as much, and that's fine. We definitely will need to cancel the most recent one because, obviously, the I understand where you're coming from. You were receiving an extra £800 sterling. And" CLAIM
    • 1 turn, 1 call, 1 rep (Customer Service 1); client went along 0%; claim rate 100%; mean move confidence 0.80. Representative: 3505303647:17 (rep_13).
    • No other exemplar: heard once.

Agree the next step (agree_next_step)

When: The issue is resolved or owned, the upcoming need is understood, and the call needs a concrete next action.

Drafted lines (fallbacks)

Harvested (299 kept turns from 199 calls and 11 reps, in 252 groups)

  1. "Okay. And then you should have the delivery date. So just choose the next day that should be available for you." CLAIM
    • 3 turns, 3 calls, 2 reps (Customer Service 3); client went along 100%; claim rate 100%; mean move confidence 0.78. Representative: 4079849881:47 (rep_12).
    • also (rep_01, 3207114444:27): "Select the delivery date. So I think you might still be able to do today."
    • also (rep_01, 3234731385:30): "Yes. That will be the earliest delivery date possible."
  2. "absolutely fine. Just pop me a WhatsApp message over once you've done the payment. It says they do give you an option to share the payment receipt. It says share"
    • 3 turns, 3 calls, 3 reps (Customer Service 3); client went along 67%; claim rate 33%; mean move confidence 0.85. Representative: 3301369125:69 (rep_01).
    • also (rep_09, 3583441741:31): "Okay. No worries. That's fine. So what I'll do is I'll just let the partner know to expect the funds by Tuesday next week. And as you send over the payment, if you can just either WhatsApp us a proof of payment, or you can upload it to the app, or you can send it to us via email. So"
    • also (rep_13, 3232406083:44): "that's fine. Yeah. If you just if you WhatsApp it to me or send it to the trading email, I'll come back to you on there once I've checked through everything, but it all looks good to me from this side. So as soon as I see the payment confirmation, I can confirm whether everything's good."
  3. "You should be able to book the trade now." CLAIM
    • 3 turns, 3 calls, 3 reps (Customer Service 3); client went along 67%; claim rate 33%; mean move confidence 0.75. Representative: 3705848894:52 (rep_09).
    • also (rep_13, 3683015217:121): "and I can book the trade for you."
    • also (rep_12, 4141646545:42): "money comes in, I'll give you a call, and I'll help you book the trade. Yep."
  4. "No worries. I will send you an email now. As soon as I receive that back, I'll get you re onboarded with the partner, and then you should be all good to go."
    • 3 turns, 3 calls, 2 reps (Customer Service 3); client went along 67%; claim rate 33%; mean move confidence 0.77. Representative: 4043953018:89 (rep_13).
    • also (rep_01, 3281931216:27): "happy with me proceeding with that, I'll crack on and speak to the partner ASAP for you."
    • also (rep_13, 3187804459:40): "Cool. Perfect. I will wait for you to send that over, and then I will get in touch with a partner. It is usually sorted out very quickly. So I"
  5. "Perfect. Alright. Leave that with me. I'll speak to [NAME], and, yeah, we'll get an understanding of the sterling balance, and I'll cancel the payment for you."
    • 3 turns, 3 calls, 2 reps (Customer Service 3); client went along 67%; claim rate 33%; mean move confidence 0.71. Representative: 3298516365:142 (rep_01).
    • also (rep_13, 3255481403:85): "will get the, yeah, I'll get the sterling sent onwards. So nothing needed from your side now on our platform. I will get the sterling sent over to the sterling account, then, yeah, you'll be all good to go. And perhaps on the next 300,000, what we'll do is we'll Yeah. jump on a I phone will call,"
    • also (rep_01, 3237459932:13): "That's fine. So we'll proceed with the Sterling payment first since that's already booked on the platform,"

See also the Onboarding move agree_next_step, which also carries Biz Dev material on this theme.

16,456 words · Internal working documents. Do not share outside CurrencyTransfer.