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30%

BELOW 30%

Or even BETTER if 

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What makes our Transfers Higher?

INVALID

TRANSFERS which

results to NO FCR

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Common Transfer Errors

Invalid transfer to FS

Scenario

Customer received two bills in one month

What should we do?

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Tips

FS does not explain bill concerns to

customers. It is Customer Care's scope to

take care of it.

Tips!!

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Common Transfer Errors

Invalid transfer to FS

Scenario

Customer wants to make a payment arrangement

What should we do?

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If Account is Not in Good Standing: Check for the interruption date first to determine if it is stillwithin the 5-day time frame which Customer Care can handle.

If Account is in Good Standing: Do NOT transfer the customer to FS even if it is over the5 day time frame.

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Common Transfer Errors

Invalid transfer to FS

Scenario

Customer requested to get a check for the negative

balance on their account

What should we do?

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Common Transfer Errors

Invalid transfer to FS

Scenario

Customer has a Billing Clarification (proration,

overages or the like)

What should we do?

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Do NOT, in any case, transfer the customer toFS. FS are not able to pull up customer's bill.This will be tagged as Invalid Transfer and CallAvoidance at the same time

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Common Transfer Errors

Invalid transfer to TS

Scenario

Customer is having an issue with the device even

though it shows that the account is active.

What should we do?

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Always check Einstein first for Step-by-Stepprocess. Ask probing questions like "do theyhave a signal on the phone" or use ServiceKnowledge to check if they have signal at their area.

Make sure that you were able to perform generaltroubleshooting steps and was able to researchbefore transferring.

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Common Transfer Errors

Invalid transfer to TS

Scenario

Customer cannot access voicemail on the new phone

(ESN changed was performed previously)

What should we do?

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Perform basic troubleshooting steps such asasking the customer to dial *78, since shementioned that she switched phones, this willactivate the voicemail on the new phone.

If this doesn't work, we can always try removingthe feature and adding it back and then have thecustomer try the voicemail instructions beforetransferring them to TS.

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Regardless of where the phone was purchased,as long as customers have the tracking number.They can definitely track the phone throughUPS.com.

This is also a self serve that customer can useso that they wont have to call customer serviceto check phone status. No need to doconference. We can pull up ups.com.

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Tips

One way of searching for the tracking number 

of the phone is using Brightpoint.

Tips!!

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Common Transfer Errors

Invalid transfer to SAC

Scenario

Customer wants to get a replacement for his lost

phone.

What should we do?

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Check customer's account if there is insurance.Provide assurion's number since they are theright department which will help him withinsurance claims.

Offer Stolen/Lost Phone Policy if customer hasno insurance. Don’t forget to offer to SuspendAccount

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Quality Assurance Presentation

Questions?

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Quality Assurance Presentation

Thank You