Knowledge
Contact Flow & Handling
Alta & P&G
Data Quality
Procedures
100

This article type holds a collection of articles to help direct you to the correct one

Article Library

100

After the greeting, these are the 3 pieces of the opening

Empathy (if applicable), willingness to help, transition to learning

100

This person is Alta Resource's CEO

Jim Bere

100

This is the main principle for coding cases with comment codes

Code to what the consumer says, not the cause or what we assume

100

This is how you log a call from the same day as the original contact and a new complaint is introduced

Add to the Summary, add the Call ID to the case comments, update coding, (add product details (if required), complete any new surveys)

200

This article is your main resource for when you have questions on Summary, Production Codes, Product Paths, Where Bought, etc.

Capturing Good Data

200

This is the phase of contact flow to understand what the reason for contact is and the product in question

Probing- ex. "When you say you don't like the scent is it a preference, or is it too strong or smell off?" "What product are you referring to?"

200

This person is one of our FHD partners on the P&G side

Jennifer Hall, Lesa Day-Dean, or Mary Lynn Cole

200

These are two examples of things that should not be added into a phone summary

PII, production code, store, UPC, product information, curse words, anything the advisor said

200

These are the scenarios when you need to inform the consumer the call is being recorded?

When someone new comes on the phone, when completing a callback and the consumer answers

300

This article is used to provide an accurate response when the consumer doesn't like the shape of a Tide bottle, or perhaps the trigger size of Febreze Air (close article name accepted)

Dislikes package design/artwork/instructions/packaging

300

On a phone call if the consumer has called to ask what ingredients are in Tide Liquid, this is the PII you need to ask for

Email, and optional first name

300

Our P&G Oral Care team is located at this Alta location

Manila/Philippines

300

This is what is entered into the production code fields when the consumer can't read it

Blank, and Cannot Read

300

These are the two damage claim types that have to be sent physically

Febreze Car Clip damage, and scent residue

400

This article is used to provide an accurate response when the consumer wants to know why a product is no longer available

Why was my favorite product discontinued?

400

This is the follow up reason selected when a consumer hasn't gotten their coupon.

Service > Did not receive what was promised; item damaged

400

This is the name of P&G's call center who handles Beauty

RDI

400

This is how many product paths you need when a consumer has four of the same products, two have different 

Three

400

These are the two follow up reasons you'd add comment codes to the existing case for the exact same product, instead of creating a new case

Adverse Event, Critical Product Quality Complaint

500

These are 3 possible Urgent AE Symptoms per article Adverse Event - Symptoms and Scenarios

Anaphylactic shock, breathing, burns, chemical burns, death, emergency contact, epi-pen, fainting, heart attack, ingestion, product abuse, rash (while or multiple parts of body), seizure, stiches/staples/sutures, swelling

 

500

This is the Fulfillment timeframe verbiage we state to the consumer

Allow up to 3 weeks for your coupon/PPDC to be delivered in the mail

500

This is the year the P&G Team launched at Alta

2016

500

This is how many symptoms fields would be entered in the Medical Survey for a rash on arms, legs, and torso, itching on the legs, and a headache

Five

500

These are the three items we need for consideration of compensation for OOP Medical Costs

Questionnaire, copies of medical records, copies of medical receipts

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