PQR/TO ACTION PLAN TODAY FEB 1

CHAT DRIVERS PRONE TO DETRACTOR (MATIC PQR AND TO)

-SERVICE ISSUE

-CHAT FROM SALES

-UPGRADE / PLAN CHANGE /ADD A LINE

-MULTIPLE CONTACT

-TRANSFER PIN / CANCELATION

-CONSUMER CLOSE

-CANCELLATION

-MULTIPLE CALL BACK AND MAHIRAP

ACTION PLAN

1.Do visual audit(2mins)

2.PQR for all unresolved chat

3.Temp Check and NPS check for all resolved chats

4.Do not own the NO!

5.Send personal guarantee for resolved chats. (ASK TL IF SA GRAND CENTRAL GAGAWIN TO)

HOW TO VISUAL AUDIT

-Previous Convo

-Account MRC/PA

-Bill Overview Bill History/Adjustment

-Survey GC-Messages-1112(SAME DAY CONTACT)

CHAT FLOW

-Greetings

-Move Forward

-Build Connection/Empathy

-Resolution

-Temp Check

-Recap and closed