Transcript: Eric Dela Cruz Lynette Malaki Created by Group 1 Donna Bonita Fatima Camille Chan GROUP 1 Call Flow Call Flow Opening Spiel Opening Spiel Inbound Outbound Outbound Monitoring Outbound Monitoring Disclosure "This call is recorded for quality and training purposes." PERSONAL VERIFICATION Personal Verification Loan #, SSN #, Personal Email, DOB Filtering Questions L - Verification Reverse L - Verification Are you an Active Military Personnel ? Are you a dependent of an Active Military Personnel ? Military Questions Military Questions Conference Call Verification of Bank VOB Decision Logic Auto bank (For reference only) Silent VOB Regular VOE Verification of Employment VOE Silent VOE Strong VOE VOE via DD Reference References Explanation of Payment Option EPO 3 Payment Option APR Verbal Agreement E-Sign Wrap up Wrap Up "Mr./ Ms. _____ our underwriting department is reviewing the documents. If we need more information from you, we will contact you within the day to follow up. Just in case, please pay attention to your cell phone and e-mail." Strong Exceptions Strong Exceptions 1 VOE via DD You can do VOE via DD right away if needed. You can also try ; 1. The number the customer provided originally 2. Google findings. 3. The company website (if any) 4. You can try to ask for HR at all times. 5. Asking another valid land line for the employer and then validate it with any other phone verification tool. Always try to get 3 DDs. 2 About Direct Deposits Ask for 3 Direct Deposits. Only 2 DD's available in SAME Checking Account VOE is needed as usual. VOE Verified. Proceed with 2 DD's as a strong exception. 3 Gets Payroll Today or Tomorrow 4 Last Payroll PC / Inconsistent PF
Transcript: Account Authentication Begin resolving the issue by troubleshooting Discuss services and bill Escalations to dispatch Hannah Robinson Satisfy Reason for Call CALL FLOW Name, address, and phone number Extra authentication for sensitive information Summarize notes Agree on resolution Empower customer Close call Greet customer Emphasize brand Introduce yourself Survey Offer assistance Everyone is a Customer Opening Notate Account and Conclude
Transcript: >> State your name and ask for the owner or manager who is in charge with the marketing. >> Same as the 1st time you call, follow the call flow. >> State your name and ask for the owner or manager who is in charge with the marketing. >> Brief introduction of Restaurant.com Get the information of the owner or manager. * Name of the owner or manager * Contact number or alternate contacts * Best time to call the owner or manager >> Make sure to complete the script so that the owner or manager will understand and agree. >> Close the Sale and make sure of the recording specially the Authorization and Recording. Call Flow...... Spoke with the Owner or Manager 1st Time Calling a Restaurant Call Back Was not able to.... >> Discuss more about the campaign >> Get the important information's: * Name of the restaurant * Complete address of the restaurant * Website (if there is) * Alternate contact number * Email address
Transcript: Before we start, let me ask some quick information, so I can provide you with the best solution. C R M Ask the proper probing Questions Identify the problem Provide the proper solution Provide alternatives for the future, Educate the customer Ask if the customer has any more Questions Provide survey reminder Provide with the Case number Close properly. Did associate fully resolve the customer's request? GREETING Answer call immediately less than 5 seconds Greet the customer Mention Alcatel One Touch Provide your name. Ask for customers name. Ask how you may assist. Use of the Customers Name. Acknowledge Is this the first time you are calling about your concern? Name Contact Number Contact Email City / State Model Number / wireless provider Date of purchase. Call Type Notes I'm sorry to hear about the inconvenience you are experiencing I can certainly help you with ..... Mr/Mrs XXXX Listen quietly and carefully to their complaints and problems , without interrupting. I will be more than happy to help you Advise… don’t patronize . Maintain a sympathetic and even tone of voice. Never raise your voice. I understand, I know that can be very frustrating **I do understand the inconvenience you have faced Refresh the call every 60 seconds. Say thank you and please. 1) Did the associate effectively greet the customer? Ask for Case # if not ask for telephone (link to the previous interaction) Did the associate promote a positive customer experience? Call Flow Did associate close the call effectively? Good Morning, Good Afternoon. Thank you for calling Alcatel One Touch My name is XXXXX May I have your first and last name? Thank you Mr. XXXX How can I help you today I understand your request (paraphrase), is this correct? Is this the first time you are calling about your concern? Make plenty of proving questions to identify the issue and follow all troubleshooting steps specified on CRM Educate the customer on phone usage and provide use information and tips. CUSTOMER EXPERIENCE Is There anything else I can help you with? We are working to improve our service, it is OK if i send you a short survey ? your opinion is very important to us. Please, write down your reference number, in case you need to call us again, so we can access to your information . Thank you Mr/Mrs XXX for calling Alcatel One Touch, have a wonderful day. Demonstrate appreciation/respect. Demonstrates confidence. Matches customers urgency/style. Personalized attention Do not interrupt the caller. Demonstrate a desire to assist. Positive language and tone Be empathetic. Use common courtesy. QUALIFYING CLOSING Could you please spell your name for me? who is your wireless carrier? let´s find out the model number, (please go to setting, about the phone, model..) What State are you contacting us from? If you don't mind, could I please have the telephone number of the device you are calling about? Do you happen to have an email address you can provide us? when was the phone purchased_
Transcript: It is done if the customer's concern is out of your scope of support If a specialized team is handling the specific concern The customer is asking for a superior 2. Verification of Concern 5. Ask, "will there be anything else?" Inform the customer that you are going to place the call on hold Tell the customer how long you will put him/her on hold Once you get back to the customer, thank him/her for patiently waiting for you to get back to the call ALWAYS remember to keep the promised time of hold Deescalate Master Card (16 numbers, starts with 5) VISA (16 numbers, starts with 4) American Express (15 numbers, starts with 3, no CVV ID) Credit Cards 1. Blind 1. Opening Spiels Alphabet A (Alpha) B (Bravo) C (Charlie) D (Delta) E (Echo) F (Foxtrot) G (Golf) H (Hotel) I (India) J (Juliett) K (Kilo) L (Lima) Process by which you will be assisting the customer instead of transferring the concern to a different department Pushing the conversation by which you will be the one providing the solution instead 3. Sympathize/Greet 6. Closing Spiels 1. What are the parts of a call flow? 2. What is the difference between sympathize and empathize? 3. What is the difference between paraphrasing and parroting? 4. Discuss how a call hold procedure takes place. Discuss the customer's issue If necessary you may place the customer on hold *CVV - Credit Card Verification Value Types of Call Transfer The customer’s concern is out of your scope of support and you immediately transfer the customer to the other team without giving any information to the receiving department M (Mama/Mike) N (November) O (Oscar) P (Papa) Q (Quebec) R (Romeo) S (Sierra) T (Tango) U (Uniform) V (Violin/Victory) W (Whiskey) Y (Yankee) z (Zulu) REVIEW Thank the customer for calling Give the contact number or the website of the company for more information The customer’s concern is out of your scope of support. You contact the department that will be able to assist the customer and inform the receiving department regarding the customer’s concern. You do a three- way conference with the customer and the other CSR. Then you will drop from the call Blind Call Transfer 3. Cold Call Transfer Credit Card Number Name of the Card Holder (as it appears on the card) Expiration Date (month/year) CVV ID (three-digit number at the back of the card) and other call essentials 2. Warm REVIEW Call Transfer Address Paraphrase the customer's concern Avoid "Parroting" Assure the customer that you are willing to help Warm Call Transfer Call Flow 1. Opening Spiels 2. Verification of Concern 3. Sympathize/Greet the Customer 4. Body of Conversation 5. Ask, "will there be anything else?" 6. Closing Spiels Greet the Customer Thank the Customer for calling State Your Name Ask how you can help the customer Placing the Call on Hold Types of Credit Cards 1. Why do we call transfer? 2. Why do we deescalate calls? 3. What are the types of call transfer? 4. What are the differences between the types of call transfer? 5. From the types of call transfer procedure, which do you think is the most effective? 3. Cold Call Flow 4. Body of Conversation Home Number Street City State Postal Code (5 numbers) Parts of a Credit Card Since the customer is calling for assistance, sympathize with the customer's issue Greet the customer for congratulation (If necessary) Ask the customer if there are any other issues left The customer’s concern is out of your scope of support. You contact the department that will be able to assist the customer and inform the receiving department with the customer’s concern. Inform the customer that s/he will be transferred to a different CSR without any three way conference
Transcript: Call Flow Introduction Introduce yourself and Explain your Value Gatekeeper Dig Deeper Questions What brings people into town? When is your busy season? What kind of guests do you have? Business or Travelers How long have you been at the property? Who would I want to speak with about maintenance like showerheads and faucets? Who would I want to speak to about in room supplies like sheets and towels and shampoos? Why? Know more info to leverage on conversations with Decision Maker. Decision Maker Why? Learn about them and their processes Pitch what they need Understand what they value They need to understand why they should take your call Grab Statement: I currently work with a lot of properties like yours. My job is to ask questions that will help me understand your needs and what you value and I then work to find solutions to make your job easier and save you money. Dig Deeper Questions: What do you know about HD Supply? What do you know about the benefits you receive being _______? Tell me about your property. How long have you been at the property? What is your role in inventory management and processing orders? What's the best time to reach you? Is there a cell phone or better number to contact you? Build Rapport Offering Problem Problem Solution Solution Strategy Understand Purchasing Competitive Advantages Competitive Advantages Case Study Before After Pitch Product Close Ongoing Order Q A & Activate New Product Category Q A & Uncover Opportunity Q A & Uncover Opportunity Q A &
Transcript: Schedule a Consult Receive phone call Member Satisfaction "Focus on the process not the outcome. The outcome will take care of itself if your process is right."
Transcript: Call Flow and Guiding Principles Who we are? Objectives Objectives Explain Call Flow Explain CAB (Customer Advocacy Behaviors) CST Document Activity CST Document Activity Call Flow Activity To get you familiar with the Call Flow Document Use CST (focus on the behavior and soft skills of the call flow step) 10 minutes (5 minutes to review document and 2 minutes for each group to present) 2 Groups (chose 1 spokes person) What ?'s do you have? Team Work Group 1-Establish a Consultative Tone Dianna Danesha Geri Michelle Kassandra Group 2- Determine Strategy Tamaura Beverly Andrew Megan Janice
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