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Ticket #2492029, Thursday 05/24/2018 02:42 pm PST
* Agent Luis Morales- Started Assisting Customer over the phone. Unable to do Opening and safeguard the account.
* Ultra-Customer: Wanted to make payment on a friends account.
* Agent Luis Morales- Asked for the phone number and the account holder.
* Ultra-Customer: Asked agent how much did she owed to process the correct payment.
* Agent Luis Morales- Stated “I don’t know madam, this is your account not mine, you should know your information”. He asked the customer since when she activated the account.
* Ultra-Customer: She doesn’t know the exactly amount and asked the agent if he could pay $100.
* Agent Luis Morales- Told the customer she is not able to pay that amount because her monthly payment is for $29.
* Ultra-Customer: She is ok to pay the $29.
* Agent Luis Morales explained the customer that he is going to send her to secure payment to register the CC. After the payment agent confirmed payment reflected, but left customer on hold from minute 4:20 to 4:43.
* Ultra-Customer: Asked if she is going to receive a confirmation message.
* Agent Luis Morales- Interrupt customer telling the closing questions and he no apologized.
o Kindness- No, the agent was rude in some occasions and interrupt the customer several times. Especially at the minute 1:06 when the customer wanted to know how much she owed, and the agent told the customer “I don’t know madam, this is your account not mine, you should know your information”.
o Knowledgeable- Yes, he was able to process payment
o Timeliness- No, Agent replied only once to the customer with only half the information.
o Communication- No, Agent forgot to ask the name of the account holder.
o Needs- He didn’t address all customer questions, was interrupting the client and he didn’t put notes about the call in the ticket.
ACTION PLAN
May 25, 4:00pm
1. Luis will be getting training refresher about LAMA technique. To help the agent how to talk to a customer. (Kindness).
1.1 Deck 4. LAMA Technique
2. We moved him next to a Team Lead to be working with him and listen to
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