MW Outbound 5 Star

8/14/2019 MW Outbound 5 Star

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Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2009 Verizon Wireless

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Outbound for Success & 5-Star

Purpose Gain knowledge of the available tools, scripts, and campaigns

available

Learn to locate and use the available tools to make outbound

calls Identify the requirements of making outbound calls

Explain successful tips to preparing for outbound calling

Process Reading, writing, discussion, and practice activities


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Payoff Recognize the benefits of utilizing our Outbound Call Campaigns

to impact our NPS (RSS) scores

Attain a new and fresh attitude about outbound calling

Obtain the skills and confidence to successfully utilize 5-Star

when making outbound calls


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Outbound Calling - The Rules

VZW Do Not Call (DNC) Policy Requirements

All calls must be made from a phone that transmits Caller ID

All calls must be made from a phone number the recipient can call back

to request their phone number is added to the VZW internal DNC list

Calls can not be made from a wireless phone, unless the phone remains

in the store or kiosk at all times

The caller many not hang up on any outbound call until the phone rings

4 times or 15 seconds pass

Calls may only be placed to existing customers Can be Reached

number Know your state laws for other requirements

See InfoManager for all additional State specific guidelines


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Outbound Calling Hours/Days Restrictions What are the rules for your State?

What are the rules for your neighboring State?

Search InfoManager: Outbound Calling Hours/Days

Restrictions


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Outbound Calling Required Disclosures State your name and VZW/Alltel

This info must be provided to the person answering the phone, even

before asking to speaking to the intended call recipient.

This info is then repeated to the intended call recipient if she wasnot the one answering the phone

State the purpose of the call and descriptions of product/service

offered

In Kentucky and North Carolina verify the recipient is at least 18

years old Be aware of the DNC policy and know how to add customers to

the DNC list


7/19Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. 2009 Verizon Wireless

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Outbound Calling - Preparation Tips

Research the account before making the call

Prepare for all calls before you start the first one

Set a goal for yourself

Make sure you have the time and a quiet work

environment to complete the calls

Know your campaigns



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Outbound Calling

What does your call sound like?



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Outbound Calling

Example One (VZW Employee)

Hello, this is _________ your personal account consultant calling fromVerizon Wireless number ___________. After reviewing your account

thoroughly I have come up with a solution to save you money on yourmonthly service. (If answering machine is reached) If you would likemore information on how you can save on your monthly bill please callme back at 555-555-1212 at your earliest convenience. (If contact ismade with account holder) I would go into further details, such as priormonthly spending versus if a customer had a package. Before talking

to the customer I would have reviewed the account to prepare my flowof conversation.

Jody Martell

McHenry, IL



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Outbound Calling

Example Two (VZW Employee)

This is exactly what I say word for word:

Hello _________this is Ryan from Verizon Wireless. Im doing some accountmaintenance this afternoon and as a courtesy I am calling to let you know of away we can save you a lot of money on your bill. __________(insert mobilenumber) is doing a bunch of text and picture messaging, and its being donewithout a package. So each message __________ sends or receives you arebeing billed for. What I can offer you is a way to cut the messaging costs onyour bill by ______(insert cash savings). We have a messaging package for_______ that will save you money. This package in no way extends yourcontract; its just a feature that will save you a lot of money for something youre

already using.

This works, without exaggeration, 95% of the time!

Ryan Severson

Brookfield, WI



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Outbound Calling

Example Three (VZW Employee)

My name is Kass, as a courtesy call, I wanted to review your account

with you. After reviewing your account, I see that we can help you

save money on ________ (mention mobile number). How would you

like to save on average ________/per month? I would recommend

_______(mention service or feature you are calling about), which

would again save you, again ___________ per/month.

Kassandra Moisant

Marion, IL



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5-Star

The 5-Star/Campaign Manager is a web-based sales follow-up and

loyalty tool that automatically loads customers into an on-line database

on a daily basis, allowing the Retail Consultant to better manage their

customers.

In the MWA we focus on the following activities:

One day follow up calls

Available customer campaigns

NPS follow up calls

Schedule and track referralsFuture appointments



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5-Star

One day follow up calls

Campaign Manager activities



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5-Star

Benefits to the customer Ongoing consultative relationship

Communication of new products and services that may benefit

customers

Higher customer satisfaction



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5-Star

Benefits to the Consultant Effectively mange customer contact

Reduce charge backs

Increase commissions

Increase referrals Increase productivity



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5-Star

Benefits to Verizon Wireless / Alltel Build customer loyalty

Reduce churn

Reduce customer call-ins

Higher NPS results



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5-Star - Best Practices

Best practices to make 5-Star to work for you! Print call lists at the beginning of each shift and schedule time for

consultants to make their calls.

Ask consultants to track sales and commissions closed over the phone

and share success stories in team meetings.



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5-Star - Best Practices

Consultant functions

Manager functions


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Purpose Gain knowledge of the available tools, scripts, and campaigns

available

Learn to locate and use the available tools to make outbound

calls Identify the requirements of making outbound calls

Explain successful tips to preparing for outbound calling

Documents

MW Outbound 5 Star