Notes

coaching sessions
log out: all IBEX agents need to logout after their scheduled shift. there are times that representatives will be required to do overtime, or post shift work.
team meeting/huddle
KPI: key performance indicators
first call resolution (fcr) is when costumer service agents properly address a costumer's needs the first time they call. by doing this, there is no need for the costumer to follow up to a second call
customer satisfaction (csat) is expressed as a percentage between 1 and 5 representing complete customer service satisfaction
net promoter score (nps)measures customer loyalty by looking at their likelihood of recommending a given business. if costumers are more likely to recommend your business
average handle time (aht) average duration of one interaction. this includes hold time, talk time, and other activities related to the interaction. several agents face issues balancing the speed of interaction from quality of their interaction with the costumer


--GREETING
*Active listening and respond*
--use an amazing tone of voice and pace when the speaking to the member
--don't interrupt the costumer be empathetic
--ask the right questions and show interest
--focus on connecting with member.
be careful how to handle the call.
don't emphasize what you can't do-- positive wording
educate the member
CLOSING
do a recap of what was discussed with the member
for instance: is there anything else that I can do for you?
HOLD PROCEDURES
ask for permission: is it ok to place you on a brief hold for 1 or 2 minutes?
don't use mute instead of hold
HOW TO TRANFER A CALL
explain why it is their best interest to be transferred. I'll be connecting you with synchrony to help you with your credit card statement.
I'm so sorry I know how much frustrating is having this sort of problems, but don't worry i will more than glad and willing to assist you to sort out this situation.
up on check your information, please note that this isn't the right department, and this kind of issue is out of my scope, but If you are agree Mrs. Mike i will transfer you out to right department
---- warm call
thank you for your time on holding, please allow me to transfer you to an agent of the right department

Retailing 101
-thank you for calling Sam's club, Bidkard's speaking, how may i help you today?
-- i wanna buy a product into your website but i really don't know how to use it, i would like get some help
- sure, i will be more than happy to assist you with the process
--sooo, show me how to look for my bottle of water
- first, please look into the search bar for the product that you want or a key word to describe the product, do you identify the search bar Mrs. costumer?
-- yes, i already identified the search bar, and already have on my screen the bottle of water, what more i need to buy my water?
- then you click on the product, add to cart and click in continue shopping. the website would ask you for your address, if you already registered before, prolly you will have your address in your historical record of delivery or shipping
--


most common complaints
order delayed
order cancelled
orders not received
items damage
costs vs benefit
feedback for carrier
**free delivery for 50$+ order **
first call resolution priority in Sam's club
is a metric that measure a call center's performance for resolving costumer interaction
advocate instead of agent
member instead of costumer
--paraphrasing is the key---what i understand... is it right?
--- set appropriate expectations-- I'm going to look into your order/ membership/ return right now. it should be a few minutes
-- don't give information if you're not sure about that, take your time to look up the answer
--communicate clearly with costumer
-- ask if they have any additional issue or questions
-- high quality service, give time to the member to answer
--COMMON MISTAKE/ LACK OF ISSUE
comprehension