Handle abandoned, disconnected, or spam calls
Do you call a customer back if it is an abandoned call?
No
What is the outbound call spiel?
This is ___ from the Google Support team. Am I speaking with John? Before we get started, I’d like your permission to monitor or record this call for quality and training purposes, or to improve any of Google's products or services, subject to our Privacy Policy. Is that okay with you?
5 Fi tool types
KB Articles, Troubleshooters, Cases Workflows, Widgets, Other tools (acc management, authentication, user questions)
True or False: You can find the status of an authorization hold used for an Advanced Exchange RMA
TRUE
True or False: You can control the customers phone using the Fi Device Widget
FALSE
What is a fraudulent/spam call?
music or another IVR but no user on the other line
True or False: We should stay on Active aux as we do an outbound call because the Active aux is for calls.
F A L S E
click "Outbound Call"
What does Dogfooding mean?
Impersonation.
3 sections of Customer Summary Tool?
Customer Profile, Forms of Payment, Interactions
True or False: You can guide a user to file a device protection claim using the Fi Device Widget?
FALSE
What is an abandoned call, fraudulent call, and a disconnected call?
Abandoned: user can’t be reached or doesn’t answer at the start of a call due to technical issues, human error, or bad signal.
Fraudulent: agent answers a C2C call, but only hears music, and there's no user on the line.
Disconnected: agent greets the user and before they finished their conversation or either of them intended to hang up.
3 types of Callbacks
Virtual queue callbacks
Offered callbacks
Callbacks for disconnected calls
What are the issues you can provide resolution to using the Fi tool?
- Account issues & inquiries
- Member & role confirmation
- Device information
- Account changes
What are the issues we can solve using the Customer Summary Tool?
- Payment Issues
- Order Issues
- Account Issues
What do we use the Fi Device Widget for?
- Effective tutorials using the customer's simulated phone
How many times should you give a customer a call back if your call got disconnected?
Thrice within 5 minutes
What's the KB to use if we want to know the processes for each outbound call we receive?
Outbound Call types & processes
4 sections of the Fi tool
Account, Account users, Devices, Account Event History
What does the WIPEOUT function do?
Disable or close payment accounts
Would you be able to interact with Youtube on the Fi Device Widget?
YEP
Situational: Your call got disconnected as you are in the middle of a troubleshooting step. You contacted them thrice yet you're unable to connect to them. What should you do?
- Provide troubleshooting steps via email
Situational: You're in the middle of a troubleshooting step with a customer. You're almost finished with the call yet the customer seems distracted. What should you do?
Remind them that they can call us back any time during our normal support hours.
True or False: There are a lot of things we cannot do for the customer within Impersonation tool. Can we file a device protection claim for the customer?
YES
What does it mean when the Issues tab on Customer Summary Tool cannot be clicked?
There are no issues on the customer's payments account.
Would you be able to see the specs on OZMO?
YEP