VIP Call Handling Process May 2009 1

What is a V.I.P.? Acronym for Very Important Person Any notable person who receives special treatment for some reason (Wikipedia) A person of great influence or prestige; a high official with special privileges (Merriam-Webster)

V.I.P. (AT&T) A call handling procedure that aims for the agents to be script less and use the “user experience question” UEQ throughout the contact Encourages our agents to listen to the customer, customize the call and partner with the customer Encourages our agents to be themselves and follow general guidelines

Misconception on VIP Call Handling Process it is a script it is just about the compliance with all the User Experience Questions it is just about building rapport it is just about resolving the reported issue it is the Home Run process

What really is VIP Call Handling Process and how do we do it? There are 3 segments of a call where this process is executed: Before troubleshooting During troubleshooting After Resolution

Before Troubleshooting In order to make it a “VIP experience” for the member, the agent must: Restate the symptoms the Member explained. Tell the Member what might be causing the problem. Empathize! Assure the Member that you will OWN and do the best to RESOLVE the issue Inform the Member of the steps to be taken Begin User Experience Questions (UEQ)

What is User Experience Question (UEQ)? Maintains the natural flow of the call as a conversation. Must be done on every call. Utilizes the dead air of the call to identify the main and other pertinent issues of the member. Used to avoid future member callbacks. PROTECTS agent’s First Call Resolution (FCR).

What are the different UEQ’s? IPTV Are all televisions working properly with the service and remote control? Are you having any problems with pixilation or picture freezing? Are you having any issues with the sound? Are you comfortable with the remote control and service features? Are you having challenges with your DVR (recording or scheduling)? Are you extremely satisfied with your channel lineup? (Upgrade Opportunity) Overall are you extremely satisfied with your Uverse TV service? (if no, what can you do to make it so) HSIA Are you having any issues with connectivity? Are all of your computers connected and surfing either Ethernet or Wireless Connections? Are you able to send and receive e-mail through your new address? (Opportunity to remind of TACR!FT Survey) Are you extremely satisfied with your internet speed?  (Upgrade Opportunity) Overall are you extremely satisfied with your Uverse Internet service? (if no, what can you do to make it so) CVoIP (ONLY if the Member has CVoIP on the account) Are you having any issues making or receiving calls? Are you having any issues with sound quality? Are you having any issues with Caller ID? Are you comfortable with managing your Voicemail? Overall are you extremely satisfied with your Uverse Voice Over IP service? (If no, what can you do to make it so?) NOTE: Timing is crucial when asking these questions.

During Troubleshooting Inform the Member of what you are doing as you are doing it. Fill dead air with UEQ and mentioning of TACRIFT survey. Inform the Member of what you are doing as you are doing it. Introduce the member to the User’s Corner located at http://helpme.att.net/start/ Introduce the member to the User’s Corner located at http://helpme.att.net/start/

After Resolution Restate what was done to resolve them Restate the symptoms and issues found Restate what was done to resolve them Begin UEQ that were not covered during the body of the call CLOSING QUESTION: “Are there any other U-Verse products that I can help you with like your TV, Internet or Telephone?”

Questions?

Thank you! ü