ECHO- Every Call Has Opportunity

Telus: Team Yuzon

One thing I learned as an agent, in every call, there is opportunity…and receiving good compensation and benefits gave me enough reason to give what’s due to the company…and so for me, being nice to the client is the name of the game…although at times, there were situations where I can’t take it already…becoming irate agent as the client really happened…hehehe…it should not be that way, anyway….Client called in because they have problems and there are concerns we need to attend to…and my job is to assists the client and to resolve the issue… As agent, I should be more patient and should help the client…and should not be an added burden to them…so I focused more on CCST- Client Care Transactional Survey…more than CST-Client Service Time. This is to promote Client satisfaction on customer care. In this way, there is a greater chance of retaining clients and inviting more clients to join in the company as subscribers…

Routine Procedures:

Control+ alt+ delete

enter XID

XID: x115390

Password: **********

Then pull up the Citrix

Enter the XID again and password

Fit to maximize the screen

Hit start bar then look for Habitat

If habitat is not available then

type in the web address: http://habitat.tmi.telus.com

Click on client operations

Then hit smartdesktop option

Enter XID again and SD password

SD Password: 06QXdBj0

Pull out PCS HELP

Pull out the SEMS

Enter XID and then password

Password would be the XID again

Then Enter Xid again

And log in password *********

Then pull up the Cosmo

While turning on the avaya

Enter Avaya log in: 82994

Then enter extension number

Enter password: 381613

Still on aux 0

Must go “auto in” in a minute

Open note pad:

For documentation purposes

Type in…

NAME:

VERIFICATION:

ISSUE:

RESOLUTION:

TELUS TO WIN:

Pull up call driver:

To detect the common ongoing issue

BAN:

ACCOUNT TYPE:

Postpaid (PCS: business/consumer regular/Telus Employee)

Prepaid (Pay and Talk or “Pay as you go”)

Issue:

Comment:

Feature Sales:

Ready to take the call….

The Call flow:

Taking Calls or making one call resolution:

1. Opening Spiel

1. “Thank you for calling Telus, my name is Thess how I can help you!”

It was difficult for my client to hear and pronounce my nick name and so I would hear them saying…

“oh steff”…

or “oh hi dess”…

then Iwould reply

“no it’s thess”…

”ah jess”

…ohcome on….

Im “thess”…

T as in Tom, H as in harry, E as in Echo, S as in sam,and S as in sam.

.so its thess….

“Oh hi Sam”

“huh???!!”…”huwwhat?!!”

“oh Yes I am Sam” (?…damn)

1. “Client Care this is Thess, how can I help you!”

The first one was longer than this…and was really tiring to speak out…so I had it revised into a shorter one.

1. “Client Care, this is “theresa”, how can I help you!”

Since “thess” was no good for me…it caused my CST- Client Service Time to run so high as I had to explain how they can pronounce it properly over the phone…so I used my real name instead..

2. Listen to the concern of the client:

Allow client to speak first to know his or her main concern.

3. Use of “I” statement and “empathy”

“Oh sorry to hear that, I understand how you feel… and I would be more than happy to assist you!”

Make use of “I” statement…to give client assurance that you can handle his or her situation. One way to make them feel that you know what you are doing and you are very much willing to offer yourself to give them assistance…

e.g. “I’d be more than happy to assist you.”

“I can assist you with that”

“Empathy” is as well very much important…this is to show that you understand their concern and you know how and what they really feel about the situation…One way to build rapport or to gain their trust.

e.g. “sorry to hear that”

“I understand how you feel”

“I do apologize for the inconvenience”

4. Call Client on their name:

e.g. ”Can I have your name please?!”

“How do you want me to call you?”

In a call center we were encouraged to refrain from using Mr. or Mrs., Ma’am or Sir”…Client must be called on their first name or on their preferred name they want to be called. At first, Filipino as I am made it difficult for me not to include those title or prefixes…as we were too courteous or polite …and it should not be that way particularly in other country, they are not use to it…

Even the director of the operations, Erwin Feliciano preferred to be called on his first name…as he said ”call me ’erwin’ or ‘e’ other than that don’t call me at all”…asteeg!!! So we stopped calling him boss…”e” would be much better…hehehe

4. Provide Affirmation or positive response:

Then of course, whenever client provides information…do not forget to appreciate and give them recognition like…”thank you for that information…let me just go ahead and pull up your account here”

5. Secure Client’s Account

Pull up client’s account to fully understand client’s situation…but before that, you need to secure it…this is to prevent social engineers or data broker to access the account and make use of other’s references for malicious purposes or activities.

e.g. “For the security purposes of this account, can you provide me the PIN.”

Teej, one of my QA in telus had taught me how to make positioning statement specifically in pin verification….Before, I used to say “can you verify me the pin for this account”….but Teej made me realize the difference between “providing” and “verifying” in this part of the call…

This is to prevent further arguments between the agent and the caller, whether they are really significant other or just data broker…because when you use the word ”verify” ..it is as if the pin is already there and it sounds like you have pull up the account already…and that would create a long argument if they forgot the PIN…but if you are going to use the word “provide”…you do have the capability to say…”I do apologize, I cannot pullout the account without the PIN, the system will not allow me…but I’d be more than happy to assist you if you do have general questions.”

If can’t provide the PIN, then it depends upon the situation whether the caller is the account holder or listed on the authorization name field…you can verify other information or account’s holder identification…like that…information that can be found or cannot be found on the bills…and discussing contract and non-contract affecting still depends how the account is verify and who is the caller .If cant verify anything then you can discuss general information or answers general questions only….just close the account, do not pull it out, just to make it safe…not to discuss anything.

Exception to the rule…caller can make payment even if can’t verify any information…

6. One call resolution:

Address client’s concern. For post-paid, usually it is billing, rate plan change, or contract renewal. For prepaid, billing error as well…or activation…What is important in this part is to provide correct and accurate information…This is to promote client’s satisfaction on customer service…because providing incorrect information will create lots of trouble on the part of the client…which may cause them to call frequently and worse…it could be a high risk for churning….so try to read PCSHELP…ohh…when I was an agent, honestly, I hate reading it…cause I don’t understand it….whahaha…but we need to.

Resolve client’s issue…make one call resolution. In case of troubleshooting , and further resolution is necessary…or let’s say, client needs to be transferred to another department…. then you need to summarize what have you done so far before transferring and make the necessary clarification to the client…like “is there anything else I can help you with, before I transfer you to the other department.”…this is to offer further assistance if there is any other concern you can attend to.

7. Telus to Win:

If you have resolved the issue, then, you need to make telus to win…

Telus to win N/A… if and only if client is irate already, and then if issue is not resolve like troubleshooting not resolve or if client is in a hurry…if the client is being directed to the dealer for handset repair..if for cancellation/deactivation/activation, etc.

1. Feature Sales: data or voice plan

If client is making use of a particular service more than what is included in the feature then, you must try to offer something and always present or discuss the benefit…Like try to suggest to switch over from 100 text messaging to unlimited messaging if the client is making use of it often…exceeding over the number of text messages included… Or if making use of web browsing that is 5 cents per page…why not try to suggest unlimited web browsing for 5$ a month only…in that way, client can save money. Or let say, client has caller ID that is 6$ per month and then Voicemail 10 that is another 6$, and unlimited text messaging that is 10$, then why not try to suggest have Spark 15 bundle that is for 15$ only every month and client can have call display, VM10, Unlimited text messaging and web browsing that is unlimited to over one hundred selected sites…so that would be 4 bundles in one package.

1. Optimizing Rate plan

In optimizing rate plan, you need to check the bill first to analyze the client’s usage…if client is using more than what is included on the current rate plan that he or she has. Discuss the different plan that the company has or assists them to choose what is the suitable rate plan for them….like for example, client is receiving incoming calls most of the time…then offer Talk to me plan with fee incoming minutes…or let’s say …client is calling and texting same number repeatedly or frequently, then offer My faves plan…where they can choose 5 numbers of their favourite that they can text and call unlimitedly even at nationwide.

Then if client made a decision to change rate plan immediately and it is on the mid-cycle of billing period…then you need to discuss proration…and everything will be prorated like the price plan itself, and other services like network access fee (911 emergency and system access fee)..and even the minutes as well…and do not forget to tell the client that expect on the next billing cycle aside from the prorated charges there will be payment in advance…

1. Payment Method

Try to offer something where client can save time and effort to pay their bills…like preauthorized credit card or cheque bank draft….Automatically, their payment will be charged either on credit card or cheque account….because paying bills on the bank or via online banking would take for about 3 -5 business days processed and posted in Telus….In this way client will not be charged on late payment fees in case client run out of time due to busy schedule….For Pay and Talk, however, you can offer automatic top up…by registering their credit card here, not only they can get the best rate of 25cents a minute but there will be no expiry date of the balance as it will be carried over on to the next month in case of non-usage of minutes.

1. Complete N Band revenue

If client segment is N or blank, then complete N revenue band procedure…this is for new client or new subscriber…client needs proper education about their account and this is to make further clarification in case of further questions about the service that they are receiving from telus…then make welcome memo afterwards.

1. Contract Renewal:

Do not forget to discuss to them in case they have few remaining months already that they can renew the contract and that they do have lots of offer…found in online offer manager.

1. SOFTSHOPPER/Churn Risk Identification

If the client keeps on comparing us to other service provider or like for example, client is inquiring when will the contract ends and how much is the TLC or termination liability charge…then better to give them the offers that can be applicable or available depending on the client’s segment..And usually if client is asking more than what you can offer, you can transfer them to the right department who can make a better deal or can make an arrangement to save the client from leaving us. And if client verbalized cancellation or dissatisfaction, at first try to ask for the reasons and convince them if you can still convince them by using empowerment, offer things that you can offer…if not then you can transfer them to the right department.

Heheh..Here are the only things I can remember…there are other forms of telus to win….hehehe

8. Confirming Resolution:

Just to make sure that you have assisted all client’s concerns…you can say, “Have I addressed all your concerns today? or “have I answered all your questions today?”….usually, client would reply…”no”…or …”what?”…then you need to repeat it or revise the question…and they would say “no, that’s all I need.” …or would say…Yes, you have been great…You have been very helpful”…if that’s client response…it is a big relief, really, and there is a sense of self –fulfilment every time you have assisted and resolved client’s concern with satisfaction…whew!!!

9. Closing spiel:

You need to open or finish the call with human touch…we are not for business only…we need to reach them as well on human level and show them or make them feel that they are valued clients…so for closing spiel you can say…”Thank for choosing Telus as your service provider, have a nice day!!!”…But of course, before closing the call, there is a need to mention or promote self-serve options…that they can manage their account onmytelusmobility.com or by making use of #123 for pay as you go subscribers.

10. Documentation:

You can transfer what you have written from the note pad…Proper documentation is really necessary…because it would serve as the main reference of the next agent who would answer client’s call…There are clients who would lie…or becoming so abusive…so you can refer to the previous memo to further analyze client’s main concern and situation…and for procedural purposes, you may refer to the memo to continue what has been done so far to the clients account.

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