Notes

Access Card ID: 33551 11101636504-1

Teleperformanceyue.100

https://wiki.teleperformanceusa.com/wiki/

Day 1

Terminology:

AHT - Average handle time.

Hold Time:

10min conversation with 3x 1min hold = 1min hold time.
Avoid mute/hold.
Don't let this happen: "Hello are you there?"
Try Dead Air, let them know what you are doing.
Talk Time:

Total time not on hold.
Require average of 12min or less.
CCS:

Customer Satisfaction Survey
"Satisfied" = $5
"Very Satisfied" = $15
FCR - First Call Resolution

Accessibility:

It's okay to ask if someone else is available.

Examples of Accessibility Options:

On Smart Phone the accessibility options can be found under the settings menu.

Voice Assistant is under Vision in Accessibility.

Escalation:

If a customer escalates concerning an accessibility issue:

For legal complaints or product liability:
- Follow the office of the president or product liability policies.
For support escalations:
- Immediately notify your supervisor and seek assistant
- Email escalations to the accessibility contact:
Celia Sanchez - [email protected]
D-Tree

http://agent.samsungsupport.com

http://www.samsung.com/us/ <~ for device ID

Samsung Call Flow and Communication Lesson

(They are mad at the situation, they are not mad at you)

An expectation of any great customer experience includes professional and polite behavior. Along with the behaviors we just identified, here are some additional behaviors to keep in mind:

Pleasantries: Use Please and Thank you.
Avoid reading notes.
Use proper articulations and grammar throughout the call.
Do not reaction negatively to customer's comments.
Do not mention system issues or downtime.
Soft Skills are personal attributes.

Tuning Your Voice

When speaking you have to be heard.
when speaking into a mic there's no need to shout.
Speak with confidence.
Practice:

Tongue Twisters
Slowdown: If you talk too fast you're saying a lot without saying much
Deep Breath: Helps give you a rich full speaking voice
Tone: Matters as much as the words you use
Smile when you speak: Smiling when you speak can make a huge difference
Call Flow:

Greeting: There is where we welcome our customer and set the tone of our interaction.
Identify & Gather: In this part of the interaction you will identify the reason for the customer's contact and gather customer information.
Solutions & Options: After determining the reason for the call, we will move into offering solutions and options for our customer.
Action & Transaction: After gaining customer commitment for the solution or options, this is where we will troubleshoot and/or enter system transactions.
Close: Once resolution is confirmed, we will offer additional assistance and close the interaction with a branded closing.
Things to have ready before each shift:



SAP NetWeaver often crashes... Use notes.io
D-Tree: http://agent.samsungsupport.com
CCMS: https://www.wblt.ccms.teleperformance.com


Are you ready for your customer?

Am I physically prepared?
Am I organized?
How do I sound?
Am I going to sound robotic?
Am I ready to make the customer feel like I care about the call?
Things not to do:

Do not interrupt the customer
Avoid having the customer to repeat themselves
Avoid distractions that take your focus away from your customer
Maintain the same active listening level from the beginning of the call to the end of the call.
Focus on what your customer is saying versus on typing your notes.
Things to watch out for:

Pitch
Volume
Tone
Identify Self

Provide your name
Identify Samsung

Identify by either "Samsung" or "1-800-SAMSUNG"
Ask for transaction number or home phone number

GREETINGS:

Personalize

As long as your greeting is professional and contains the 3 previous requirements, you can personalize and use different greetings
Using different greetings will keep your greeting fresh and keep you from sounding robotic in your opening
Examples:



Hello, this is Yue. I'm glad you called Samsung today. My I have your transaction number or home phone number with area code, please?
Thank you for calling Samsung. This is Yue. I'm going to be helping you today. May I please have your transaction or home phone number with area code?
Thanks you for calling Samsung. This is Yue. I will be your technical support specialist today. May I please have your transaction number or home phone number with area code?


1 .Greeting Behaviors:

Energy & Enthusiasm: You are someone who can ad wants to help your customer.
Confidence: You are confident and able to assist your customer.
Engaging: You engage your customers. You demonstrate that you are concerned about them.
Positive: You are positive and keep a steady tone which calms a frustrated customer.
2 .Verbal handshake:

Who do I have the pleasure of speaking with?
Thank your for your phone number. May I have your name please?
Thank you ____. How can I be of service today?




3. Offering to Assist.

IDENTIFY & GATHER:

Section summary:

Restate the reason for the call to demonstrate listening and understanding.
Provide and empathy statement to demonstrate caring.
Provide and assurance statement to build confidence in the interaction.
Obtain and verify customer account information.
1. Responding to the concern:

Let the customer know we hear their concern.
Let the customer know we understand their concern.
Restating the concern: Restating the concern should be in your own words.

Examples:

My TV is not working. I am trying to watch my cable and all I get is black screen with the message weak or no signal.
- I understand that your cable TV isn't working and it's only giving you a screen with the message that there is weak or no signal, am I correct?

I need help. I can't get Netflix to work. Every time I try to open it, it just goes to a black screen.
- I understand that your Netflix is giving you a black screen every time you attempt to open it.

2. Empathy: Empathy should be used whenever there is a problem.

Netflix is not working on my smart TV
- I'm sorry to hear your Netflix is not working on your smart TV. I know how frustrating it can be.

Example:

I'm sorry to hear that there is a big rainbow looking spot on your TV, I know how frustrating it can be.
I'm sorry there is a strange odor coming from the dishwasher, let me try to help you.
I'm sorry for the inconvenience, let me try to see how I can help you.
3. Assurance Statement (Use power words):

Definitely - I can definitely assist you with that.
Absolutely
Positively
No problem
I will be happy to
Certainly
Without a doubt
I would be more than happy to help you with that...

I certainly can help you with that.

The Full response:

Restating the concern
Empathy statement
Assurance statement
Example: I understand that you can't charge your tablet, is that correct? I am sorry to hear that, I can definitely help you with that.

Note: You should never proactively provide a customer's personal information to the callers. This includes, but is not limited to, customer's name, address, phone number, credit card number...

If re-verifying information already obtained from the customer, you can repeat back to the customer.

Customer Information to Verify:

Home Phone Number - Always ask for the home number. If no home phone, a personal mobile is acceptable. As a last option, you may use a customer's work number.
First and Last Name - Only 1 name per account. If existing account has 2 names, update to 1 name.
Email Address
Complete Product Model Code
Serial Number - For PC products only when creating new account.
Always verify Email address.

Introduction to IM

What is IM:



IM or Integrated Mobile refers to products that have or work with devices that have mobile services or cell signal.
IM used to be different division of Samsung, but recently Samsung has become One Samsung.
There are some differences between how we handle these product.
What are IM products?

The products that are considered IM products are easy to differentiate.
Is this a Samsung product?
Does this product have, or could it have mobile services?
Is this product an accessory that supports mobile products
What makes a product "Mobile"

Any product that communicates with a cellular network is considered "mobile"
This includes phones, some smart watches, and some tablets
Basic Mobile Terms:

Radio Frequency (RF) - To describe the use of wireless communication, as opposed to commication via electric wires.
Cell Towers - Like a radio station.
What is a Cellular Network?

Mobile devices communicate with Cellular networks: A wireless network distriuted over land areas called cells. Each cell uses a different frequency to avoid interference and provide guaranteed bandwidth with each cell.

Networks uses two communication standards:

GSM (TDMA)
CDMA
What is GSM and CDMA?

Code Division Multiple Access (CDMA) - Wireless technologies are used by United States carriers to provide wireless service.

GSM:

AT&T <
T-Mobile <
Tracfone
CDMA:

Verizon <
Sprint <
MetroPCS
Leap
US Cellular
Tracfone
Time Division Multiple Access (TDMA) or Global Systems for Mobile Communication (GMS)

Wireless technologies used all over the world, which makes international roaming possible. GSM is based on the TDMA technology and is the most common voice service technology today.
Verizon Wireless: The largest of all US carriers

Operates a CDMA network for voice and 3G services, as well as LTE for 4G data services.
AT&T Mobile: The second largest of the US carriers.

AT&T operates on the GSM platform for voice and 3G services, as well as uses HSPA+ and LTE for 4G data services.
Sprint: The third largest of US carriers.

Sprint operates a CDMA network for voice and 3G services, and uses WiMAX and LTE for 4G data services.
Sprint also provides services under the Boost Mobile and Virgin Mobile brand names.
T-Mobile: The fourth largest of US carriers.

T- Mobile operates on the GSM platform for voice and 3G services and uses HSPA+ and LTE for 4G data services.
Network Identification:

It is important to understand how the phone interacts with the cell towers. SIM (Subscriber Identity Module) card or an ESN (Electronic Serial Number) are how a carrier's network identifies a device.
Voice and Data:

Voice vs. Data:
Voice and Data service are very different from each other.
Voice service refers to making and receiving phone calls on a device. Voice services are natively available on phones only.
Data service is generally used when customers uses the Internet or an app that uses the Internet.
IMEI

International Mobile Equipment Identifications (IMEI)
A unique number programmed into every Samsung GSM device during manufacturing.
This 15-digit numeric number is located on the back of every GSM device.