call opening
Verified and update customer info in Imantra
Appropriate remote session
Hold Procedure
-No Dead air
Alert on Call
Communication
-Grammar
-Speech Clarity
Properly intro to other agent
Provide case number
Used authorized tools (mentioned in Tool miner)
Appropriate call closing
-Created or reopened case
-Approved Template used
-Appropriate category, Component and Description selected
-Updated relevant device info for SW or HW
TS:
Recreated issue : Creating the same scenario that cased problem for Customer
Probed for Issue identification
Paraphrased the issue : read back the issue to the customer, as the agent has understood.
Expectation:
Resources expectation set
Time Expectation set and Revisited if required
Appropriate Education Provided : Every application takes time to run. Use it to educate.
-Customer Education on TS
-Summarized the call
------------------------------------------------
"" www.webserver:81/onlinenotepad/notepad.htm ""
...::Zero Tolerance::...
Appropriate and efficient TS
Applicable disclaimers given
Applicable precautions taken
Credit Card info not taken Manually
Followed iYogi Privacy Policy
Followed iYogi Remote Policy
Appropriate Card Holder's Authorization taken
Read the Financial Verbatim
Branded iYogi appropriately
no disparaging comments against iYogi or it's competitors
Not rude to Customer
Installed all applicable Dock Components
Did not avoid call session
-Call not disconnected by agent
-3strike callback policy followed
-Conference with 3rd party was initiated, if required
iYogi Compliant Sale
-Did not attempt sale on Blacklist Issue
-Event viewer not misused
-Did not used Certified Tech Support phrases, other than for iYogi
-Registry was not misused
-Free-wares, share-wares were not sold
-Free PC Tune-up calls were not mentioned
-Agent Did not use terms like insurance or Warranty
-Windows services was not misused
-Gold Partner Status was not misused
-Task manager was not misused
-Used Scanning Tools appropriately
-Temp\Prefetch\Cookies\Temp IE Files folders not misused
-No Recommendations for another company
-Agent didnot commit support coverage on all software products
-Agent didnot give false information on Support Dock and tools
-Did not give any mis leading information for sale
Verified and update customer info in Imantra
Appropriate remote session
Hold Procedure
-No Dead air
Alert on Call
Communication
-Grammar
-Speech Clarity
Properly intro to other agent
Provide case number
Used authorized tools (mentioned in Tool miner)
Appropriate call closing
-Created or reopened case
-Approved Template used
-Appropriate category, Component and Description selected
-Updated relevant device info for SW or HW
TS:
Recreated issue : Creating the same scenario that cased problem for Customer
Probed for Issue identification
Paraphrased the issue : read back the issue to the customer, as the agent has understood.
Expectation:
Resources expectation set
Time Expectation set and Revisited if required
Appropriate Education Provided : Every application takes time to run. Use it to educate.
-Customer Education on TS
-Summarized the call
------------------------------------------------
"" www.webserver:81/onlinenotepad/notepad.htm ""
...::Zero Tolerance::...
Appropriate and efficient TS
Applicable disclaimers given
Applicable precautions taken
Credit Card info not taken Manually
Followed iYogi Privacy Policy
Followed iYogi Remote Policy
Appropriate Card Holder's Authorization taken
Read the Financial Verbatim
Branded iYogi appropriately
no disparaging comments against iYogi or it's competitors
Not rude to Customer
Installed all applicable Dock Components
Did not avoid call session
-Call not disconnected by agent
-3strike callback policy followed
-Conference with 3rd party was initiated, if required
iYogi Compliant Sale
-Did not attempt sale on Blacklist Issue
-Event viewer not misused
-Did not used Certified Tech Support phrases, other than for iYogi
-Registry was not misused
-Free-wares, share-wares were not sold
-Free PC Tune-up calls were not mentioned
-Agent Did not use terms like insurance or Warranty
-Windows services was not misused
-Gold Partner Status was not misused
-Task manager was not misused
-Used Scanning Tools appropriately
-Temp\Prefetch\Cookies\Temp IE Files folders not misused
-No Recommendations for another company
-Agent didnot commit support coverage on all software products
-Agent didnot give false information on Support Dock and tools
-Did not give any mis leading information for sale
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