VOICE UPDATES

NEW UPDATES March 16,2021:

FAULTY ITEMS TRACKER Make sure to use this for all FAULTY units issue https://docs.google.com/spreadsheets/d/1MgFl4nf5Q7yQ11KiJIXVfqvpRCUy3pjFMFD9RJsj8b4/edit#gid=0

CALL TYPE MONITORING:

Product Inquiry (Sales) - ALL product inquiry calls that is converted into a sale
Product Inquiry - ALL product inquiry calls that is NOT converted into a sale

OUTBOUND CALLS PRODUCTIVITY DAILY:

SEND your normal outbound tracker DAILY (after shift) to monitor productivity

AU- https://docs.google.com/forms/d/e/1FAIpQLScETaS89Q4kc4t9FLLYFjhZUQHJhuld3P0j_XIpdTuC45Y27w/viewform?vc=0&c=0&w=1&flr=0&gxids=7628
NZ- https://docs.google.com/forms/d/e/1FAIpQLSeKM3lbDUGl8bMMsitvJm7cezuaQ_GNxFennIGYyQqJxVrokQ/viewform?vc=0&c=0&w=1&flr=0&gxids=7628

♥♥♥ DAILY SALES and FB TRACKER ♥♥♥

UPDATE: New form is now available to help us track our daily sales as well as our to go target. INBOUND and OUTBOUND sales should be tracked. EFFECTIVE MARCH 5, 2021.

LINK: https://docs.google.com/spreadsheets/d/1Ab_Jn6zRZqT-K7gWqaU80eZD2nuPi07oJk-77K11Cz4/edit#gid=0

***QA TRACKING***

♥♥♥ LOSS/REPAYMENT TASK ♥♥♥

AU agents are now required to call 30 order ID's and send an update to Gered Lainez DAILY for verification. EFFECTIVE MARCH 5, 2021.

♣♣♣ AGENT RECOGNITION ♣♣♣

***AU ASSIGNED TASK***

***KEY CUSTOMER SERVICE SKILLS***

1. Patience – Do not interrupt the customer
2. Active Listening – attentiveness
3. Build Rapport – engage with your customers
4. Positive Scripting – respond with positive statements/words
5. Resourceful – use all tools to review and check account
6. Empathy - understand and share the feelings with the customer
7. Extra Mile – provide info needed without customer’s request

***SALES STRATEGIES***