CALL DROP Module Objective By the end of

CALL DROP Module

Objective By the end of this session, you will gain understanding on: • Call Drop • Call drop scenarios • How to tag call drop • CRM Screenshots • Q&As

CALL DROP SCENARIOS PRE CALL DROP POST CALL DROP Let’s do an activity to identify the difference of all 3…

CALL DROP Customer called for a concern and call dropped just after verification. (could not know the customer’s concern. Customer called for a concern and call dropped AFTER the complete resolution CALL DROP Customer called for a concern and call dropped BEFORE the complete resolution… Suggest, what kind of call drop category is it? PRE CALL POST CALL DROP

CALL DROP Scenarios • Pre-Call Drop : Call dropped before giving the complete information. • Post Call Drop: Call dropped after giving the complete information but before closing script. • CALL DROP – Call dropped before customer’s concern.

CRM Screenshot Click on “Pre Res” for Pre call drop and click on Post res on for Post Call drop scenario.

Answer the Question Customer called to know his total monthly subscription amount. Call dropped while giving the information. What kind of call drop will it be? A. PRE CALL DROP B. POST CALL DROP C. CALL DROP

Answer the Question Customer called to upgrade his pack. Call dropped while giving the information. How will an agent tag this call. A. Will tag it as query and will check pre call drop selection B. Upgrade the pack C. Will tag it as query

Answer the Question • Customer – I want to know about my switch off date • Agent – The switch off date for your connection is DD/MM/YY. • Customer – I am getting 401. Error on my TV Screen. …CALL DROPS!!!! Options 1. OUTSTANDING/SWITCH OFF DATE INQUIRY selection is not required) 401/ 402 1. OUTSTANDING/SWITCH OFF DATE INQUIRY (Call drop selection is not required) & 401/402 –&call dropped check the smart card / insert card/ smart card wrong insert and select Pre Resolution while giving the information (Presmart call drop selection). Radio Button. 2. OUTSTANDING/SWITCH OFF DATE INQUIRY (Pre call drop selection) & 401/ 402 - check the smart card / insert smart card/ smart card wrong insert and select Pre call drop Radio Button. 3. 2. OUTSTANDING/SWITCH OFF DATE INQUIRY (Post call drop selection) & 401/ 402 - check the smart card / insert smart card/ smart card wrong insert and select Pre call drop Radio Button.

Lets understand some more scenarios • Customer – I want to know about my switch off date • Agent – The switch off date for your connection is DD/MM/YY. • Customer – I am getting 401. Error on my TV Screen. • Agent – Troubleshoot as per the error message and resolve the customer concern. • Agent – Is there anything else I may assist you with? • Customer – No and CALL DROPS!!!!! • Agent Action – Associate will tag the call: Tagging will be 1. OUTSTANDING/SWITCH OFF DATE INQUIRY (No Pre and Post call drop selection required). 2. 401/ 402 - check the smart card / insert smart card/ smart card wrong insert (No need to select pre & post resolution call drop selection). 3. NO PRE OR POST SELECTION WILL BE DONE IF CALL DROPS BEFORE CLOSING BUT AFTER FURTHER ASSISTANCE.

Lets understand some more scenarios • Customer – I want to know about my switch off date • Agent – The switch off date for your connection is DD/MM/YY. • Customer – I am getting 401. Error on my TV Screen. • Agent – Troubleshoot as per the error message and resolve the customer concern. • Customer – I want to see STAR SPORTS 1 also. Can you please add that. … CALL DROPS!!!!! Tagging will be: 1. 2. 3. 4. There are three scenarios which has to tag by the associate. Agent Action – Associate will tag the call: OUTSTANDING/SWITCH OFF DATE INQUIRY (No need to select pre & post resolution call drop selection). 401/ 402 - check the smart card / insert smart card/ smart card wrong insert (No need to select pre & post resolution call drop selection). 5. ADD-ON PACK(S) INQUIRY and select Pre Resolution Radio Button.

Lets understand some more scenarios • Customer – I want to know about my switch off date and I am not getting the updated My Account details • Agent – while checking the information… CALL DROPS!!!!! Tagging will be: There will be two taggings but call drop selection must be done in last query.

Summary By the end of this session, you have gained understanding on: • Call Drop • Call drop scenarios • How to tag call drop • CRM Screenshots • Q&As