Show:
All about Australia and Telstra
Siebel
Call Flow
What is? (open notes)
100
This is Australia's leading provider of mobile phones, mobile devices, home phones and internet
Telstra
100
It is a barring indicator for internet
Shaping
100
How do we authenticate caller for inbound call?
Full name and DOB
100
What is the acceptable greeting/ opening spiel for an inbound call?

​"Welcome to Telstra, this is <Name>. How may I help you?"

200
This is where the main office of telstra is located

Melbourne, Australia

200
It is a version that runs using IE 11
Siebel UI
200
It is the processing fee if the user choose to pay over the phone using a diners card
.30%
200

What is the complete Inbound call flow? 

Greeting and Introduction

​Authentication

​Presentation of Facts

​Action on the account

​Updating Contact Information

​Recap, Consequences and Close

300
Also known as Ayer's rock
Uluru
300
It is an identifier linked to a Telstra's services availed by a customer
Service ID
300
These are three pieces of information that needs to be updated in every call
Mailing address

Email address

phone number

300
What is the complete CRD call?

"this call maybe recorded or monitored for quality and coaching purposes"

400

These are Australia's first or indigenous people

Aborigins/Aboriginals

400
It shows the customer's behavior at a glance
Aged Debt Indicator
400
They can make changes, additions and recontract to existing products and services but cannot place new orders on the account
Limited Authority
400

What is the COMPLETE process of referring Debt Waiver Request to SAT, provide the spiel.

Call Received requesting Debt Waiver > Inform Customer Advocate we consider Debt Waivers > Provide SAT contact details > Warm transfer to SAT > Enter Interaction Note


500

Within Australia, mobile phone numbers traditionally begin with _ and _ (numbers)

04
500
It indicates the # of days a bill gets overdue from the date it was generated
Payment Term
500
This is the complete Outbound call flow

Greeting/ Introduction​

​Authentication

​CRD (Call Recording Disclaimer)

​Presentation of Facts

​Action on the Account

​Updating ContactiInformation

​Recap, Consequences and Closing

500
What is the complete process when processing a payment over the phone?
Confirm payment, date and advise of processing fee> (Pause recording)> Ask for card details > (Resume recording)> Get authorization from caller> inform satus of payment or advise receipt numbert