Call entry Basics
What is the business segment you are going to be working for?
PMPS
What is the meaning of ETA?
Estimated time of arrival.
What does IMACD stands for?
Istall, move, add , change, delete.
What are some common escalations in call entry?
Complaint about Service or ETA, Complaint about a new process, Reckless Driving, about a co-worker, Positive escalation, Wrong part received.
What is CBY?
Cartridge yield billing , all back toners are aproved for this printer.
Mention 4 of the steps for a basic call flow
Greeting, listening, gathering information, data verification, ticket creation, case documentation, provide SV, closing.
Mention two categories we can use in the supplies sharepoint to request an update
Tracking required, overnight, cancel.
What is other name for the IMACD team?
Fleet maintenance team.
Mention 3 actions to take if a customer is escalating
gather all information, offer the customer first to help them, If rejected, Fill in the call entry template send it to the Teams chat
What parts can we request on the printer problem task type?
Maintenance /fuser/ transfer kit, rollers, document feeder.
Mention 3 parts that can be requested in the toner service task type
Toners, drums, staples, waste kit, toner wand
Mention 3 things we can find in cdax
Tech name, deadline, updates notes, owner of the case, printer information.
What information is a must to create an BACK ON PROGRAM in the IMACD sharepoint?
Serial number// ID and page counts.
What information can we request for an escalation of reckless driving?
gather information city, state, license plate, time and date and the incident and send this information to the Field manager.
Can we send toner for HP INV devices? what should we advise to the custmer?
No, we should refer the customer to the website so they can buy the toner.
What is the ATR?
Is the Automatic toner replenishment program that allows the customer to receive the toner and drums automatically when it gets to a set threshold.
When there is a tracking in Rigel, what information should we provide to the customer?
Tracking number, delivery date or eta , who sign for the package.
What information is a must to create an ADD in the IMACD sharepoint?
Serial #, model, address, contact, phone number, location to printer, page counts.
What should we do if a customer received a leaky or faulty toner?
escalate in the Sharepoint, provide the Service visit of the damage toner so they can apply the guarantee and send another one.
What are the only 2 changes that you can do directly in orion?
Cardtridge type (OEM,MICR , Compatible) and contact.
Explain the NRD process.
When checking the last page count reported date and noticing that the printer has not provided the information in more than 30 days, request the customer to email a copy of the configuration or usage page with the page counts.
Who should we add in an escalation email when escalating to the DMPS team?
Area PDL , Technician , tech field manager, QA , your email.
What are the 2 reasons we can see the "Inquiry raise " status in the IMACD sharepoint
Waiting for change order, waiting for page rate from the analyst team.
What are the names of the 3 agents that can received the escalations?
Veronica Fuentes, Stuart Badilla, Gabriela Corao
Explain the RMA or return process
Used toners for recycle (refer the Customer to the recycle website www.hp.com/recycle
New toners we send wrong (submit an RMA request on the Sharepoint) ask for all the required information (company name, contact name, phone #, email address, address, and part number, if the customer does not know the part # you can look it up in Rigel.