Show:
Customer Rules!
KBS
Inbound Call Handling
Call Tracker
Account Manager and Customer Center
100
Is 6 times more likely to make another purchase.
What is a very satisfied customer.
100
Documents in KBS containing the exact steps concerning a given process.
What is Guide.
100
How you repeat the issue back to the customer to let him/her know you understand.
What is paraphrase.
100
Used to select call source.
What is Source TN Combo Box.
100
What customer can do to if he/she cannot remember password.
What is try to reset online or call customer service.
200
Is required to verify customer on every call.
What is authentication.
200
Used to track the time customer spent on hold on a call.
What is Call Timer.
200
You have to build this with the customer on every call.
What is rapport.
200
Its necessary to do on EVERY call.
What is enter a note.
200
What a customer can do if he/she forgot User ID.
What is go online and follow the steps to reset it themselves or call WAC.
300
The minimum percentage for all Quality Scores for Inbound Calls.
What is 98.5%
300
Where you will find updates to the KBS.
What is Advisories.
300
Words that are company "lingo" and should never be said to customers.
What is jargon.
300
Used to close your call.
What is Save and End Call Button.
300
What agents in WAC are NOT permitted to do on behalf of the customer.
What is take payments.
400
The three basic types of job functions that impact the customer experience.
What is Customer-Facing, Customer Impacting, and Employee-Supporting.
400
What KBS stands for.
What is Knowledge Base System.
400
I would be more than happy to assist you with (issue) today, is an example of:
What is Positive Initial Response.
400
Calls where you cannot hear the customer or there is silence on the other end.
What is Dead Air Calls.
400
Information needed to register for account manager or customer center.
What is Full Name, BTN, Zip Code, Customer ID
500
The first person you should talk to when a caller can't be authenticated.
What is Team Lead.
500
Where you will locate the guides for the programs you will use to authenticate callers.
What is Job Aids Folder.
500
You have to show customer's this so they can see you understand what they are going through.
What is empathy.
500
Where you can go in your call tracker to view previous notes left in the account by other representatives.
What is Customer History Button.
500
Under the My Profile Tab, Customers can make these changes.
Update Nicknames, edit Passwords, edit E-Mails Address, start or stop Automatic Bill Payments, Edit Notifications, edit E-Mail Newsletters, start or stop Paper Bills.