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VIP Call Handling Process

VIP Call Handling Process. May 2009. What is a V.I.P.?. Acronym for V ery I mportant P erson. Any notable person who receives special treatment for some reason (Wikipedia). A person of great influence or prestige; a high official with special privileges (Merriam-Webster). V.I.P. (AT&T).

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VIP Call Handling Process

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  1. VIP Call Handling Process May 2009

  2. What is a V.I.P.? • Acronym for Very Important Person • Any notable person who receives special treatment for some reason (Wikipedia) • A person of great influence or prestige; a high official with special privileges (Merriam-Webster)

  3. V.I.P. (AT&T) • A call handling procedure that aims for the agents to be script less and use the “user experience question” UEQ throughout the contact • Encourages our agents to listen to the customer, customize the call and partner with the customer • Encourages our agents to be themselves and follow general guidelines

  4. Misconception on VIP Call Handling Process • it is a script • it is just about the compliance with all the User Experience Questions • it is just about building rapport • it is just about resolving the reported issue • it is the Home Run process

  5. What really is VIP Call Handling Process and how do we do it? • There are 3 segments of a call where this process is executed: • Before troubleshooting • During troubleshooting • After Resolution

  6. Before Troubleshooting • In order to make it a “VIP experience” for the member, the agent must: • Restate the symptoms the Member explained. • Tell the Member what might be causing the problem. • Empathize! • Assure the Member that you will OWN and do the best to RESOLVE the issue • Inform the Member of the steps to be taken • Begin User Experience Questions (UEQ)

  7. What is User Experience Question (UEQ)? • Maintains the natural flow of the call as a conversation. • Must be done on every call. • Utilizes the dead air of the call to identify the main and other pertinent issues of the member. • Used to avoid future member callbacks. • PROTECTS agent’s First Call Resolution (FCR).

  8. What are the different UEQ’s? • CVoIP • (ONLY if the Member has CVoIP on the account) • Are you having any issues making or receiving calls? • Are you having any issues with sound quality? • Are you having any issues with Caller ID? • Are you comfortable with managing your Voicemail? • Overall are you extremely satisfied with your Uverse Voice Over IP service? (If no, what can you do to make it so?) • IPTV • Are all televisions working properly with the service and remote control? • Are you having any problems with pixilation or picture freezing? • Are you having any issues with the sound? • Are you comfortable with the remote control and service features? • Are you having challenges with your DVR (recording or scheduling)? • Are you extremely satisfied with your channel lineup? (Upgrade Opportunity) • Overall are you extremely satisfied with your Uverse TV service? (if no, what can you do to make it so) • HSIA • Are you having any issues with connectivity? • Are all of your computers connected and surfing either Ethernet or Wireless Connections? • Are you able to send and receive e-mail through your new address? (Opportunity to remind of TACR!FT Survey) • Are you extremely satisfied with your internet speed?  (Upgrade Opportunity) • Overall are you extremely satisfied with your Uverse Internet service? (if no, what can you do to make it so) NOTE:Timingis crucial when asking these questions.

  9. During Troubleshooting • Inform the Member of what you are doing as you are doing it. • Fill dead air with UEQand mentioning of TACRIFT survey. • Inform the Member of what you are doing as you are doing it. • Introduce the member to the User’s Corner located at http://helpme.att.net/start/ • Introduce the member to the User’s Corner located at http://helpme.att.net/start/

  10. After Resolution • Restate the symptoms and issues found • Restate what was done to resolve them • Begin UEQ that were not covered during the body of the call CLOSING QUESTION:“Are there any other U-Verse products that I can help you with like your TV, Internet or Telephone?”

  11. Questions?

  12. Thank you! ü

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