1. CALL SIMULATION PROPOSAL

2. In executing this we have 2 options :
Option 1 : We will record the entire mock calls transaction using AVAYA phone and will leave 30 seconds period of dead air per customer’s dialogue for agent to respond.
Challenges for Option No. 1 – Avaya has no capability to play and record at the same time using one AVAYA.
Option 2 : Mock call recording will be played in one AVAYA and the trainer will call the local number of agent AVAYA to enable the recording of agent responses in NICE.
Challenges for Option No. 2 – 3 AVAYA phones are needed.
AVAYA 1 – where the mock call recording will be played
AVAYA 2 - to be used by trainer in calling the agent AVAYA
AVAYA 3 – agent AVAYA that will record his/her responses in NICE
Note: Please refer to image on the next slide.

3. Option No. 2

4. Call Script

5. 1. Delayed shipment due to Port Congestion
Caller’s dialogue:
Caller: (Shipper) Jose dela Cruz 
Hello, this is Jose dela Cruz, can you check the status of my box under Tracking No. __________? It’s been already three months now, since I sent that box thru LBC from Dubai, ngayon pabalik na ako sa Dubai yung box ko wala parin sa Pilipinas! Nakakahiya naman sa pamilya ko dito, ni wala man lang akong mabigay na pasalubong hanggang sa pag-alis ko. I hope you understand my situation.
 Hindi ko na mabilang kung ilan na kayong nagsabi sakin nyan, na kesyo nasa Manila port parin up to now ang box ko due to port congestion. Yang customs processing at port congestion na yan, kailan ba talaga yan matatapos? Mag-iisang buwan na mula ng dumating ang box ko sa Manila port pero bakit hanggang ngayon hindi nyo parin mabigay sakin? Do you still have plans of delivering the box to us?
        

6. 1. Delayed shipment due to Port Congestion
Caller’s dialogue:
Sawa na ko mag-monitor, coz I’ve been doing it for the past three months na nga eh, nakaka-intindi ka ba? Aksyon na ngayon ang kailangan ko, wala na akong pakialam if the custom and port congestion are beyond LBC’s control. Alam mo, ako man, because of this, I’m becoming out of control na rin, gusto mo ba magmura pa ako para gawan mo ito ng aksyon?   
Okay, thanks for nothing! Same with other agents nyo, you only wasted my time. Pagbalik ko sa Dubai, I will advise everyone I know there na wag ng magpadala sa LBC coz you can’t deliver your promises! Ang kapal ng mukha nyong magsabi na days delivered na ang box namin, yun naman pala hindi nyo kaya! Kami pa ngayon ang parang nagmamakaawa sa inyo para sa box na pinaghirapan namen, at para sa serbisyo nyong binayaran din naman namen. Your Dubai branch better be ready for my complaint upon my return there, makikita din nila! Wala kayong kwenta, goodbye! 
        

7. 1. Delayed shipment due to Port Congestion
Correct Handling:
Maximum call handling time is 5 minutes.
Agent must apologize because lead time has not been met due to port congestion that is beyond our control. May use the provided spiel for port congestion.
No escalation should be made since it is beyond our control.
Agent must manage the customer by explaining what happened.

8. 2. Delayed delivery of shipment and requesting for return to origin
Caller’s dialogue:
Scenario 2:Delayed delivery of D1 (Grocery Items) for RTO
Caller: (Shipper) Christian Magpantay
Hi! Again, this is Christian, and I hope this time makatulongna kayo sa concern ko. What happened?.. Well, to tell you honestly it’s been a long fucking story of how you guys pissed me off. So, ready kanaba? 
Okay, this is my Tracking No. ___________ so you could check the history of my shipment. It was supposed to be delivered last two days ago pa, then you guys told me that it wasn’t delivered because of “House Closed” bullshit reason your courier gave you. Paanohindimagiging “House Closed”? Eh on the day that it was supposed to be delivered my consignee had waited for your courier the whole day, seriously...but no LBC courier fucking showed up. Then, finally your courier had realized that my box also needs to be delivered, and they did that the following day; however, how stupid can they be to expect that my consignee will still wait for the box the following day, when she already needs to leave for Singapore. So, who will receive the box now that my consignee had already left for Singapore? This, by the way happened because you guys delivered it too late!!!
So, now that you know what happened I supposed you with your feeble mind would understand where I am coming from? Now, what I want to happen is for you guys to give me back my box and refund my freight charge. Also, by the way, the box contains sweets that would only last for about three days. So, if you cannot return the box to me within three days from the time I had turned it over to you, some of its contents will already be expired. Then, if that happens, expect that I also charge that to you guys. Or better yet, stuff it in your mouth. Are we clear?  
Okay, when will I expect the solutions to these concerns that I have brought to you?
 I will take your word for it, and hope that you won’t aggravate the situation. Thanks! 

9. 2. Delayed delivery of shipment and requesting for return to origin
Correct Handling:
Maximum call handling time is 5 minutes.
Agent must apologize for the delay of shipment and must create CMOS ticket for RTO request.
Should offer refund of freight charge to client.
Agent must manage the customer by explaining what happened.

10. 3. Shipment is out for delivery today but customer insisted to expedite the delivery
Caller’s dialogue:
Scenario 3 – Shipment is out for delivery but customer insisted to expedite the delivery
Caller: Consignee – Gloria Cruz Diaz  
Good Morning! This is Gloria Diaz, I would like to track the status of my package under Tracking No._____________.
That item is very important; we need that by 1pm today.
Can I have the contact number of your courier?
Ano? Walangkayong contact number ng mga courier ninyo? Paano kayo nakikipag coordinate sakanila? Ms. Kailangankoyan by 1pm Malaki angmagigingproblema ng company ninyokapaghindikona-receive yan ng before lunch.
So paanokomalalaman? Maghihintayako ng tawagmo?
Ok asahankoyan ha! Bye

11. 3. Shipment is out for delivery today but customer insisted to expedite the delivery
Correct Handling:
Maximum call handling time is 5 minutes.
Agent should explain to client that we don’t have delivery time commitment.
Agent may offer extra mile by sending coordination to concerned team or delivery team. No need to create CMOS for this concern.

12. 4. Undelivered shipment due to incomplete address but shipper insisted given address is complete
Caller’s dialogue:
Caller: Shipper - Donna Santos Gomez 
Hi LBC, Please track my package___________.
What? Hindi nadeliverang shipment dahil incomplete ang addres? Maraming beses na akong nagpapadala s akanya ngayon lang hindinadeliver.
Tamad lang ang courier ninyong maghanap. Kailangan madeliverang document ngayon kailangan na kailanganyan.
Hindi ko kailangan ng report mo, ang kailangan ko action.
Please call me after 1 hour, I need your feedback. Those documents are badly needed by the receiver today.
Ok. I’m expecting your call. Bye

13. 4. Undelivered shipment due to incomplete address but shipper insisted given address is complete
Correct Handling:
Maximum call handling time is 5 minutes.
Agent should verify the address of the consignee and ask for previous tracking number to validate the claim of the shipper.
If proven correct, create CMOS for wrong posting.
Agent should offer refund for delayed delivery due to wrong posting of status.
Agent should apologize for the inconvenience.

14. 5. Follow up on complaint that was filed 2 months ago.
Caller’s dialogue:
Caller: Sandra Enate – shipper
This is Sandra Enate. This is my 10th times natumatawagsa hotline ninyo but as of today wala parin akong nakukuhang sagot or tawag regarding sa complaint ko that was filed 2 months ago. 
So ano na ang nangyari? Bakit wala kayong maibigay na resolution? Gaano baka tagal ang investigation? 2 months?
Gusto ba ninyo iparatingko pa eto sa Media para mapansin ng LBC? Ibigay mo akosa Manager mo, gusto ko siyang makausap.
Willing akong mag hintay kahit matagal, I need to talk to your manager.

15. 5. Follow up on complaint that was filed 2 months ago
Correct Handling:
Maximum call handling time is 5 minutes.
Should validate and understand the CMOS history before disclosing any information to customer.
Agent should own the issue and expedite the concern to CMOS Team for special handling.
Agent should apologize for the inconvenience.

16. 6. Missed Pick-up box Caller’s dialogue:
Caller: Vincent Torres - Shipper
Hi, This is Vincent Torres. I would just like to confirm kung darating pa ba yung driver ninyo para ma-pick up yung box ko?
Tatawagan ba nila ako? 6pm na ng hapon dito sure pa ba darating pa yng driver?
Hindi ako pumasok ngayong araw dahil sabi ng agent ninyo confirmed ang schedule ng pick-up ng box ko today, pero bakit 6pm nawala pa akong natatanggap na tawag.
May pasok ako bukas paano yan? Walang tao dito sa unit.
Maghihintay ako kahit anong oras, basta kailangan ngayong araw ma-pick up ang box ko.
 Sige, hihintayin ko ang tawag ng driver mo.

17. 6. Missed Pick-up box Correct Handling:
Maximum call handling time is 5 minutes.
Should validate if the given address and contact number are correct.
If address and contact number are correct, should create CMOS for missed-pick up.
Agent should own the issue and expedite the concern to CMOS Team and Origin team for special handling.
Agent should apologize for the inconvenience.

18. Thank you!