What happens to the information gathered from the customer using the scripted questions?
A. As the customer provides answers to the scripted questions the information is entered onto the Customer Management System by the CS Agent and this in turn compiles the Customer Statement. Where the customer is not having a Work Focused Interview (WFI) the Customer Statement will be produced at the end of the telephone call and will be sent to the customer to check, sign and return. However when a WFI has been booked the customer will be asked to bring along any missing information/evidence to the WFI interview, where they will be seen by a Financial Assessor (FA) who will complete the Customer Statement and ask the customer to check and sign the statement whilst in attendance. The Customer Statement is the claim for the primary and associated benefits and replaces the paper claim forms that the customer previously had to complete in order to claim these benefits.
