(3) Call Flow

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MODULE 3

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The Call Flow

Why do we need a call flow?It provides a structured guide to the

consultants for dealing with customers.

Amongst many things, a call flow does thefollowing:

Introduces the consultant to the customer.

Allows the consultant to ask for the customersinformation.

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The Call Flow

Why do we need a call flow? Helps the consultant identify the issue through

effective probing.

Helps the consultant resolve the customers issue

directly or by referring to another department.

Summarizes the issue and resolution to minimize

callbacks.

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Basic Bigpond Call flow

Opening Spiel Hi,my name is ________. How may I help you?

Authentication (Level 1)

No worries, I can help you with that. Before I continue, Ill

need to open your account. Can I have your______?

Get the customers username (Cable/Wireless) or phone

number (ADSL) .

Get the full name of the caller.

Can I have your name,please?

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Confirm the IssueProbe for more details on the issue. If the customer

is not familiar, follow the troubleshooting steps inRightNow.

Resolve the Issue

Identify the extent of troubleshooting and proper

resolution (support boundaries). Test resolution (bigpond.com)

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Close the CallSo you can now get to bigpond.com? What about

another website? Thatsgreat! Is there anything elsethat youd like help with? Youre welcome, I was

happy to help. Have a great day (name)!

Isyour email working now? It looks like wevefixedit then. Can I help you with anything else?. No

worries at all. Thank you (name) and have a goodevening.

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Opening Spiel

Objectives:Focus on the customer and engage in active

listening.

Avoid multi-tasking during the customersinitial description of the issue (first 10

seconds).

A positive opening voice is important as thecustomer will make a judgment in the first 15

seconds.

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Opening Spiel

Objectives:The greeting should occur within the first 5

seconds of the call.

You may ask for clarification, but do not startprobing yet!

Proceed to giving a willingness to help

statement (empathy).

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Authentication

Objectives: Put customers at ease; assurance that you can assist

No worries, I can help you with that

Dont worry, Ill have a look at your account here

Set the customers expectations/Prepare the

customer for account information and probing

To continue, Ill need to open your account. Can I have

your ______? Let me check the call notes left by the previous

consultant. May I have your _______?

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Examples of Positive Transitions

Thank you for that information; let me take care of this.

I'm glad that you called because I can help.

Don't worry; I'll get this fixed.

Here is what I will do for you.

I would be frustrated too; I'm going to handle this for you.

Let me assure you that I will help you. Absolutely, What I'm going to do...

I'm sorry for the confusion let me help you.

Great; lets get started right away.

How confusing! Well don't worry I know what we can do.

Dont worry its our job to take care of things of like this.

I know what to do with this.

I have the tools and resources to handle this.

Rest assured Im going to resolve this issue before the end of the call.

Certainly I can help you with that; I have the resources to help you right away.

I have handled issues like this before so I know I can help you.

I assure you; you are calling the right person regarding this issue.

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Remember:

Saying " Let me help you with that" is not a

reassurance statement. Let us use a

personalized reassurance statement so that

customer would feel that we are listeningand we are eager to resolve issue the best

way we could.

Let me help you with your internet

connection. ( be specific )

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Addressing the Customer

Thank the customer and address appropriately.

By default, address the customer by their first name.

Thank you for the information, ______. ( do not overuse)

Only use the customers name exactly 3 times

DO NOT ask if its ok to call the customer by their

first name. WHY?

How would you respond if the customer answered:

No. I prefer to be called Mr. Venkataramana.-- or --

Yes I do mind. Please call me Ms. Davis.

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Authentication

When not speaking to the Account Holder:Account Name:

May I please have the name on the account?

Under whose name is this account?

Callers Name:

And who am I speaking with today? May I have your first and last name please?

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Activity

If youre unable to pull up the account withthe supplied information, how would you

address this to the customer?

What other piece of information can you askfor?

How would you ask for each one?

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Activity

I apologize for this ( customers name ), but I seemto have difficulty looking up your account. Ill need

more information so we can start troubleshooting.

Lets try something else okay?

Can you please

verify the spelling of your username?

provide me with your phone number including

the area code? take a look at the bottom of your modem and

read to me the series of numbers labeled as

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Confirm the Issue

Objectives: To be proactive in the use of effective probing

questions (general to specific) to allow the caller to

further describe the nature of the issue at hand

To ensure the caller was able to follow and

understand the consultants manner of probing

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Probing

Probing is drilling down for more information to helpin exploring the possible causes of the problem and

to provide a starting point for diagnosing and

resolving the issue.

Probing and paraphrasing gives the customer the

impression that you know what youre doing & you

understand what the customer is saying.

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Probing

CLOSE-ENDED vs OPEN-ENDED QUESTIONS

Close-ended questions are answerable by yes or no

Open-endedquestions cannot be answered with aspecific piece of information such as yes or no;

usually begin with how, what, where, when & why

Depending on the information you need, you will

need to know how to ask both kinds of questions.

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LETS PLAY DETECTIVE!

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Activity

Rules: You are a detective assigned to solve a case.

You will be given hints to solve the case.

Each of you will be given a chance to ask 1 close-ended question.

When everyone has asked their question, you will

now be allowed to ask 1 open-ended question.

When all your questions have been asked, you cannow start guessing the answer.

GAME???

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Activity

A woman was found dead and naked on a

beach holding a small stick the size of amatch stick on her right hand.

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Activity

HINT # 1: According to the Forensic Examiner, the woman was

not raped butalcohol was found in her system.

There were no scratches or wounds on her body.

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Activity




HINT # 2:

The beach is in an area where no car can pass.

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Activity




HINT # 2:

The beach is in an area where no car can pass.

HINT # 3:

It was stormy the night before.

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Activity

HINT # 1:

According to the Forensic Examiner, the woman wasnot raped butalcohol was found in her system.There were no scratches or wounds on her body.

HINT # 2: The beach is in an area where no car can pass.

HINT # 3:

It was stormy the night before.

HINT # 4:

Not a piece of her clothes was found lying in the areaor any other thing.

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Activity

WHAT HAPPENED TO THE WOMAN?

HOW DID SHE GET THERE?

WHY WAS SHE NAKED?

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Activity

YOU MAY START ASKING QUESTIONS

NOW.

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Activity

YOU MAY START ASKING QUESTIONS

NOW.

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One night there was a party. 5 girls decided togo hot air ballooning. They were up and in the

middle of the ocean when the tragedy tookplace. It began to get really windy then the

storm came in. Their burner stopped workingand they were going to crash so they they had

to make the balloon lighter. They threw thesandbags but they were still going down. They

took off their clothes (these are gowns &heavy party dresses) and threw it away. But

they were still going down and getting closerto the ocean.

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Activity

They decided to rip 5 sticks out of the wickerbasket and each person would get one. The

one with the shortest stick would jump off theballoon. This would make them lighter andthat person would try to get to shore to gethelp. The victim unfortunately was the onewho got the shortest stick. She jumped off

and tried to swim to land. Due to the storm,however; the waves were really strong so she

drownedand got washed to shore.

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Probing

PARAPHRASING THE PROBLEM STATEMENTMake sure you understand correctly what the

customer is talking about.

Avoid making assumptionsverify.

DO NOT parrot what the customer said.

Reiterate key words, error messages and computer

activities.

Get the customer to give you more information about

whats happening.

Ask points for clarification.

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Probing

PARAPHRASING THE PROBLEM STATEMENT

Let me see if I got you right. You mentioned that

Let me see if I understand you correctly

As you mentioned earlier

Just to verify, you said that

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Activity

Paraphrase the following customer problemstatements:

I havent been able to access the Internet

since this morning. My Internet is not working and all I get is

Page Cannot be Displayed.

take a look at the bottom of your modemand read to me the series of numbers

labeled as

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Activity

I seem to be having difficulty accessing myemail. I cannot send messages nor receive

any.

Your service has not been working for me

since your technician came out here and set

this up.

Your internet seems to be down. I cant

get online.

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Probing

ASKING FOR ERROR MESSAGES Error messages help you determine connectivity,

browser, email and PC issues as well as the

appropriate troubleshooting steps to resolve them.

Page cannot be displayed; Internet Explorer cannot display

the webpage

HTTP 404: Forbidden

Working Offline; Dialup window keeps coming up

The connection to the server has failed

Your username/password is incorrect or incomplete.

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Probing

ASKING FOR ERROR MESSAGESHow do you ask if theres an error message?

Did you get an error message that says Page Cannot be

Displayed?

Did a window with an error message show up on thescreen?

Can you please try going to bigpond.com and see what

happens?

Please click on the Send/Receive button and tell me if anerror comes up.

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Probing

WHAT DO YOU PROBE FOR?

Whenthe problem started

If any changes were made to the system

Whatversion of Windows is being used

What modem is the customer using

If the customer tried troubleshooting

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Probing

Probing Questions for When the Problem Started:

Since when have you been experiencing this issue?

(Avoid using the word problem)

Is this the first time youre encountering this issue?

How long has this been going on?

These can help you determine if the customers problem hasbeen recurring or is a persistent issue that has been resolved

before.

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Probing

Probing Questions for Changes Made to the System

Were there any changes made to the computer?

Have you recently changed or upgraded your

system?

At the time the connection stopped working, were

there any changes made to your setup?

Do not use words such as Did you & Have you so as not to

imply that we are blaming the customer.

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Probing

Probing Questions for Version of Windows

What version of Windows are you using?

Do you have a Start button or a round button with a

Windows logo on the bottom left corner of your

screen?

Are you using Windows XP or Windows Vista?

Do not use jargon such as Operating System. We only

support Windows and walk the customer through finding out

if they dont know the version.

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Probing

Probing Questions for Modem Type

What is the color of your modem?

Does your modem have an antenna on it?

Was your modem supplied by Bigpond?

What is the brand (Netgear, 2wire, Motorola, etc) of

your modem?

You will be trained for the different modems that we support

so you can tell the customer what to look for to help identify

the modem they have.

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Probing

Probing Questions for Troubleshooting Done by the

Customer

Have you tried restarting your modem/computer?

Did you try unplugging your modem?

Have you pressed the reset button on the unit?

Have you used a different cable?

We dont always need to tell the customer what to do as they

may have already performed some of the basic

troubleshooting steps.

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The Exploring Process

Exploring with the customer during a call is the only

way to determine the correct solution for the

customer, resulting in a one and done call and

leaving the customer feeling valued and satisfied.

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Proper Hold Procedure

Bigpond Guidelines for Hold Procedure

All holds are deemed valid when the need is

necessary

Hold time is no longer than 90 seconds

Consultants are required to return to the caller

before the end of 90 seconds

Use the hold button rather than mute when puttingthe customer on hold

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The Consultant needs to perform the following:

1. Ask the caller if it is OK for them to be placed on hold.

2. Inform the caller the reasonfor the hold.

3. Inform the caller on the estimatedhold time(about 2minutes).

4. Return to the caller prior to the estimated hold time.

5. Thankthe caller for his/her patience, and for the hold.

6. If another hold is necessary, repeat the steps.

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AVOID the following statements:

Hold on

Wait a second

Can I put you on hold to finish my notes?

Please hold

For a while

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(Customers name), is it ok if I put you on hold for

about two minutes? I just need to run a line test to

see if your modem is connected to our network.

Thank you.

( Cusomers name ), Ill be putting you on hold so Ican look further into this issue. It will just take me

about 2 minutes. Is that alright with you?

When getting back to the customer: Thank you for

staying on the line./Thank you for your patience.

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Avoiding Dead Air

What is Dead Air?

A period of unexplained, awkward silence wherethe caller is waiting for you to say or do something

Marked down if its more than 10 seconds

Guidelines Educate the customer (explain jargon, explain the

troubleshooting steps)

Be transparentloop the customer into whatyoure doing

Youre not just buying yourself time, you also soundmore knowledgeable (CSAT)

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Avoiding Dead Air

Small Talk

How they are

Holidays

How long theyve had their BP service

Avoid Religion

Politics

Finances

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Avoiding Dead Air

While checking information from your tools:

Im just going to run a line test to check the connection of your

modem to the networkI see that the modem is offlineCan you

tell me what the lights on the modem are doing?

Let me just check what settings well need so we can configure

your Outlook Express to receive Bigpond email

Im just checking if we have any service disruptions in your

areaSo far we dont seem to have any outages in your

locationlets try doing some basic troubleshooting steps

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Avoiding Dead Air

Be transparent in what youre doing. Customers appreciate

that you are actually doing something to look into the issueand not just guessing, like when youre just quiet and thensuddenly come up with a vague conclusion as to the causeof the problem.

Building rapport shows that you can actually carry on aconversation besides the technical aspect, that yourehuman just like the customer.

Avoid using the names of the tools like RightNow,

Moby, etc. They dont know what they are and they dontneed to know. These are considered jargon if you use them,plus theyre proprietary information to Telstra.

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Resolve the Issue

Objectives: Could any further actions have been completed to

resolve the customers enquiry to prevent the

customer calling back unnecessarily?

Locate and utilize the correct information from RightNowand all other resources available.

Remember to stick to the support boundaries and refrain

from offering personal opinion as a solution.

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bl h i

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Troubleshooting

Elements:Giving a general plan of action

Simplifying and educating on technical aspects and

instructions

Giving detailed and accurate instructions

This will help you:

Set the customers expectations

Empower the customer through education

Minimize AHT by avoiding repetition

bl h i

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Troubleshooting

General Plan of Action:What you want to accomplishWhat to expect

What the succeeding steps are

Example:To get us started, we will firstand then

The first thing we need to look into isthen wellmove on to

At this point, we need to checkthen we can

T bl h i

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Troubleshooting

Simplify and Educate: Avoid jargon

Plan of action

Troubleshooting steps

Customer enquiry

Empowering the customer -- educate

Example:

Can you check the lights on your modem and tell me which are

steady, blinking, or off? The lights of the modem will tell usthe status of the connection. If the online light is steady, itmeans that your modem is getting a good signal from theBigpond Network.

T bl h i

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Troubleshooting

Giving Instructions: Accurate and detailed

Simple

Low Context

Minimize repetition, reduce AHT

Example: Please go ahead and powercycle the modem.

versus

We need to restart your modem. You can unplug it from thepower point or from the back of the modem and make sure allthe lights go off. Please wait for 10 seconds then plug it backin. This will allow us to refresh the modems connection.

A ti it

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Activity

Form groups and come up withtroubleshooting steps for the issue to begiven.

Your statements must have the

troubleshooting elements: Plan of Action

Giving Instructions

Simplify & Educate

You will be given 10 minutes to plan and 3minutes to discuss.

A ti it

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Activity

SCENARIO:

Customer cannot browse

Customer is using Windows XP

Windows XP Firewall may be enabled but customer does not

know how to disable it if its on RightNow tells you to disable the Firewall

PURPOSE:

The FW could be interfering with the connection

This needs to be disabled temporarily for testing purposes

After disabling, the customer needs to test browsing by going

to www.bigpond.com

A ti it

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Activity

STEPS FOR DISABLING THE FIREWALL:

1. Click StartControl Panel

2. Click on Classic View

3. Double-click Windows Firewall

4. If it is set to on, select Off. Click OK.5. Close Control Panel

TEST BROWSING:

1. Open Internet Explorer

2. Type www.bigpond.comon the address bar

3. Confirm if it works
http://www.bigpond.com/http://www.bigpond.com/

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R l th I

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Resolve the Issue

Objectives:

Refrain from unnecessary transfers!

Repeat calls are a driver for customer dissatisfaction, so it

is very high on the Telstra Clients priority list to ensure

that you do everything you can possibly do on the call to

prevent the need for the caller to phone again!

When there is solution identified on the call, the

Consultant must provide a complete and accuratedescription/instruction on the next step to be carried

out by the caller.

Cl th C ll

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Close the Call

Objectives:

The closing should be short and natural

Confirm the customers problem is solved.

Steps:

1. If it is not very obvious, confirm the

customers problem has been resolved.2. Ask the customer if they have any further

questions.

Close the Call

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Close the Call

Steps:

3. Express satisfaction that you were able to

help the customer.

4. Wish the customer a goodday/afternoon/evening.

5. Say goodbye or bye if applicable. Do NOT

thank the customer for calling Bigpond.

6. End call/Transfer.

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Documents

(3) Call Flow