Notes

tNPS

Previously we had discussed your Xfinity mobile performance. You did well and able to add 1 XM line. Also I can see that you are now pitching on most of the eligible chats. . However keep asking relevant question to understand customer life style needs which will help to pitch for GSR/XM effectively. Today we will be discussing tNPS performance. We will identify how you can pull up more promoter and what can help you to achieve your target.

Your current tNPS score is 15.8%. It's improved by 5% however we have scope for improvement. You have to utilize ITG more effectively which will help you to understand the root cause of the issue and you can share resolution with customer. Improved resolution rate will help you to get more promoter. To improve your tNPS score, you have to demonstrate LARA behavior effectively on the chats. It will help you to build better communication on the chat and you can build rapport with customer and providing resolution and closing the chat using CLOSE strategy you can achieve your tNPS score. Your LARA score is 76.06%. It's improved by 6%. We will be setting up target of 30% for upcoming week.


You have to acknowledge each and every customer response in timely manner and effectively. Avoid dead air on the chat. Set clear expectation on the chat about the troubleshooting steps you will be performing to get resolve customer issue.
S- Specific- Achieve tNPS score by the end of this week.
M- Measurable - We will review your Promoter and Detractor chats in the shift to understand what you did best and what is area of oportunity.
A- Attainable - Once you started resolving customer issue by building rapport on the chat closing chat using CLOSE strategy effectively. It will help you to pull up more promoters.
R- Realistic- Ensure you demonstrate LARA behavior effectively on the chat's which will help you.
T- Time bound- We will be review your progress on next Monday.

XM

Good Job in tNPS & GSR performance. Currently you are trending at tNPS (62.9%) GSR (7.59%). Well done!!
Your own it behavior score is improved which is 77.97% along with 8% improvement in Discover needs behavior. Today we will be discussing your XM sale performance. Our goal to today is look for ques and clues ask relevant question to identify customer XM needs which will help you in effective transition to XM and add XM sales.


Good to see you using XM transitional statements however make sure you resolve customer issue quickly so you will earn the right to pitch on the chat. After issue is resolved you can pitch for GSR and XM. You can pitch by understanding customer XM needs or sharing BOB discount.


You have started asking customer about there current service provider and how much they are paying which will help you to understand customer spending. You need to improve overcoming on the overcoming objection and transitional statement. You can start using below objection handling statements.
eg : My phone is paid not paid off - Check with customer how many months are remaining in the contract also understand the financial situation of the customer.
* I just got a new phone - You can bring your own phone to Xfinity and get the plan which suits your needs better. You can keep the same number you have. We do have awesome BYOD promotions which can save a lot.
Strongly recommend to use below XM transitional statement
While we are exploring your new promotion I found that you were eligible for Xfinity mobile service. I would like to share how we can save your money.
While we were waiting for modem reboot, I saw that you are eligible to take advantage of Xfinity mobile service. I would like share how we can save your money.
S- Specific- Goal is 01 XM sale by end of this week.
M- Measurable- Bi-Hourly tracking of chat and XM mention and transaction.
A- Attainable- Once you start implementing objection handling statement and transitional statement and current promotional offers and shall be able to Sale the XM.
R- Realistic- Implementing the recommended XM objection handling statements and transitions. It will help you achieve 1 completed XM line in week.
T- Time Bound- We will review the progress made XM in 7 days from now. 26th Jan-2024