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call flow

Transcript: M_STATE_CONNECTING -> M_STATE_TALKING M_STATE_TALKING, M_EVT_HOOKON M_STATE_TALKING, M_EVT_HOOKOFF Failed 3 times rtpCloseReq() M_STATE_CONNECTING, M_EVT_MDCX M_STATE_DISCONNECT, M_EVT_RQNT M_STATE_DISCONNECT, M_EVT_HOOKON 안드로 안드로M_STATE_DIALING -> M_STATE_DISCONNECT M_STATE_TALKING, M_EVT_RQNT Sender Waiting 10 sec send NTFY rtpCloseReq() mgcp_hookon_handle() Caller get RQNT L/HD M_STATE_DISCONNECT, L_REORDER_TONE get CRCX RECVONLY Check RQNT get RQNT L/HD M_STATE_IDLE, L_DIAL_TONE digit collecting not finished send NTFY L/hu M_STATE_TALKING, M_EVT_DLCX get RQNT L/HU get DLCX get RQNT L/HD send RSIP get RQNT D/... L/HU, G/OC Receiver Hook ON M_STATE_DISCONNECT -> M_STATE_NONE 안드로M_STATE_NONE -> M_STATE_IDLE M_STATE_DISCONNECT -> M_STATE_NONE M_STATE_DISCONNECT, M_EVT_RQNT M_STATE_DISCONNECT, M_EVT_RQNT get DLCX (RSIP, NTFY, ...) get 200OK M_STATE_TALKING, M_EVT_DLCX get DLCX wait response wait delay get DLCX Try 4 times (restransmission wait delay && response wait delay) send NTFY L/hu M_STATE_TALKING-> M_STATE_DISCONNECT Continuous try get 200OK (disconnection wait delay + restart wait delay) get RQNT L/HD Sender Hang DOWN M_STATE_DISCONNECT, M_EVT_RQNT M_STATE_TALKING, M_EVT_HOOKON get CRCX SENDRECV get DLCX M_STATE_NONE, L_DISTINCTIVE_RINGING M_STATE_DISCONNECT, M_EVT_HOOKON get RQNT L/HU L/HF Failed 3 times mgcp_get_caller_info() get DLCX Sender Hang DOWN Sender Hang DOWN get RQNT D/... L/HU, G/OC M_STATE_TALKING, M_EVT_HOOKON get RQNT L/HD M_STATE_DIALING, M_EVT_RQNT Receiver Busy get RQNT L/HU get RQNT L/HD mgcp_hookon_handle() Try 3 times (restransmission wait delay && response wait delay) Receiver Hang UP M_STATE_TALKING, M_EVT_RQNT M_STATE_TALKING, M_EVT_RQNT M_STATE_DIALING, M_EVT_DTMF M_STATE_CONNECTING-> M_STATE_TALKING M_STATE_TALKING, M_EVT_RQNT M_STATE_TALKING-> M_STATE_DISCONNECT Hook ON Receiver Hang DOWN M_STATE_TALKING-> M_STATE_DISCONNECT M_STATE_DISCONNECT, M_EVT_RQNT send FAILED receiver hang up mgcp_hookon_handle() get 200OK M_STATE_TALKING, M_EVT_HOOKON rtpCloseReq() get RQNT L/HD Hook ON M_STATE_DISCONNECT -> M_STATE_NONE send FAILED M_STATE_DISCONNECT, M_EVT_DLCX mgcp_hookon_handle() M_STATE_DISCONNECT-> M_STATE_DISCONNECT mgcp_make_sdp() mgcp_make_sdp() M_STATE_TALKING, G_RINGBACK_TONE Wait TICK_TIMER_VALUE (While steplock wait delay) M_STATE_TALKING-> L_REORDER_TONE send NTFY L/hu send NTFY O:D/1 ......... mgcp_hookoff_handle() M_STATE_DISCONNECT -> M_STATE_NONE M_STATE_DIALING, M_EVT_CRCX Continuous try get 200OK (disconnection wait delay + restart wait delay) Hook ON M_STATE_DISCONNECT, M_EVT_CRCX send NTFY L/hu M_STATE_DISCONNECT, L_NETWORK_DISCONNECT Hook OFF Caller Digit collect time out Failed 3 times M_STATE_DISCONNECT -> M_STATE_NONE mgcp_hookon_handle() M_STATE_TALKING-> M_STATE_DISCONNECT mgcp_get_caller_info() get RQNT L/HD get RQNT L/HD send NTFY send NTFY L/hu M_STATE_TALKING, M_EVT_RQNT cmToneStopReq() Hook ON get RQNT L/HF, L/HU get RQNT L/HF, L/HU get CRCX SENDRECV get RQNT L/HD M_STATE_NONE, M_EVT_RQNT get DLCX SM_STEP_LOCK M_STATE_CONNECTING, M_EVT_RQNT Failed get RQNT get RQNT L/HF, L/HD M_STATE_DISCONNECT, M_EVT_RQNT M_STATE_TALKING-> M_STATE_DISCONNECT send NTFY L/hd Hook ON send NTFY L/hu mgcp_hookon_handle() M_STATE_TALKING-> L_REORDER_TONE mgcp_get_caller_info() M_STATE_TALKING-> M_STATE_DISCONNECT get RQNT L/HU L/HF M_STATE_DISCONNECT, M_EVT_DLCX Receiver ringback_State = false Receive or Send fail sequence get DLCX Receiver Hang UP Timeout rtpCloseReq() M_STATE_DISCONNECT, L_NETWORK_DISCONNECT get RQNT L/HD M_STATE_DISCONNECT, M_EVT_RQNT mgcp_dtmf_handle() send NTFY L/hd cmToneStopReq() Failed 3~4 times get RQNT D/... L/HU, G/OC M_STATE_NODE, EVT_HOOK_OFF Failed 4 times. Wait delay (disconnection wait delay + restart wait delay) Caller Hang DOWN 안드로M_STATE_DISCONNECT -> M_STATE_NONE mgcp_make_sdp() get RQNT L/HD RingingStopReq() 안드로M_STATE_DIALING -> M_STATE_HOOKON get RQNT L/HU, L/HF Try 3 times (restransmission wait delay && response wait delay) mgcp_hookon_handle() M_STATE_TALKING-> M_STATE_DISCONNECT rtpCloseReq() Caller mgcp_hookon_handle() M_STATE_TALKING-> M_STATE_DISCONNECT M_STATE_DISCONNECT -> M_STATE_NONE M_STATE_TALKING, M_EVT_HOOKON get RQNT D/[0-9A-D#*T], L/HU, G/OC M_STATE_DIALING, L_DIAL_TONE M_STATE_DISCONNECT -> M_STATE_CONNECTING Caller M_STATE_DISCONNECT -> M_STATE_NONE M_STATE_DISCONNECT, L_NETWORK_DISCONNECT Hook ON digit collecting finished get MDCX SENDRECV send NTFY L/hu send FAILED mgcp_hookoff_handle() get MDCX SENDRECV rtpCloseReq() Receiver send need response packet get MDCX SENDRECV M_STATE_DISCONNECT, M_EVT_RQNT M_STATE_TALKING, G_RINGBACK_TONE 안드로M_STATE_DISCONNECT, M_EVT_RQNT M_STATE_NONE, M_EVT_CRCX RTP Receiver fxs_ring_generation(stop) M_STATE_DISCONNECT, M_EVT_DLCX Hook ON M_STATE_DISCONNECT, M_EVT_RQNT M_STATE_DISCONNECT, G_RINGBACK_TONE mgcp_make_sdp() get 200OK get RQNT L/HU M_STATE_IDLE -> M_STATE_DIALING M_STATE_DISCONNECT, L_NETWORK_DISCONNECT M_STATE_DISCONNECT, M_EVT_RQNT M_STATE_DISCONNECT->

Call Flow

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

CALL FLOW

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

Call Flow......

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

Call Flow

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_

Call Flow

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

Call Flow

Transcript: Post-it Notes Start Call Flow Step 1 Call Opening Company Your Name Customer Name Security Verify Step 2 Assist the customer How can I help you today? Show concern I'd be happy to help you with XX! Ask necessary probing questions Help the customer with their request Step 3 Visual Audit Phone numbers Work information Missing Incorrect pay cycle for unemployment Relevant notes Loan history Step 4 relationship Find common ground between you and the customer Relate to the reason they're calling Password reset Lost debit card Financial hardship Speak to background noise Animals Children Step 5 closing One last visual audit Make sure all the customer's questions are answered Recap necessary details Drive the call forward and part ways Tips & Tricks Tips & Tricks Pleasant & upbeat tone Advice Advice from coworkers The majority of our customers are patient Task 9 Task 9

Call Flow Template CSR

Transcript: Assets Use the connectors to extend your map Buying: "We have fantastic real estate agents who can help you find your dream home! Can I get some information about what you're looking for?" (Budget, location, property type) Buying Key point Selling: "Thinking of selling? Our experienced agents can get you top dollar for your property. Can you tell me a bit about the home you're selling?" (Location, property type, estimated timeline) Add a brief description about this section. Selling Transaction Type Key point Renting: "We specialize in finding perfect rentals for our clients. Are you looking for a house, apartment, or something else?" (Move-in timeframe, budget, area) Rent/Lease Client Response: Yes, I am interested in a property. Use the connectors to extend your map Branch 2 Interest in property Greeting (within 3 rings): Receptionist: "Thank you for calling Diamond Crystal Realty, where dreams turn into addresses. This is [Receptionist Name] speaking. How may I assist you today?" Add a brief description about this section. Key point Branch 3 Add a brief description about this section. Idea Idea Key point Key point Key point

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