SCRUB

Connection ID:007503466bde36a5 / SM-S908UDREATT /2289409025 Summary: BP is calling about his youtube from his phone streaming on his tv. BP said that he just want to remove the other screen on his tv that has youtube streaming. Agent ask for smart tutor and inform BP that she will going to disable broadcasting. Agent advised BP that she will transfer BP to DTV. Observation: Agent need to improve her opening spiel. Agent was condescending and keep interrupting the customer. Agent put the customer on mute than putting the customer on hold. Agent need to improve her probing question to the customer and her tone of voice.

Connection ID: 007503466bde90a3/ 6517843139 / SM-G991UZAAVZW / Montanez, jerrimy Summary:

BP called in to find data/data transfer from S9 to s21. BP thought that transferring simcard will help to transfer the data. Agent correctly informed BP that transferring simcard will only helps BP to get service but not the data. Agent said that BP can used smart switch app to transfer files and data. Agent extend help but BP said that he can do it. Observation:

Agent provide opening spiel in timely manner. Agent provide information about the used of simcard and properly educated BP about using smart switch to transfer files and data. Agent can also informed BP that they can back up files and data using samsung cloud and google. Agent should used the ASP article >Back up and restore data or files on your Galaxy device<. No EAR on the call, no documentation.

Connection ID: 007503466bdd059f / Melgarejo, Guio / 4171552814 / 6015774860 Summary: BP called in about ticket number 4171552814 in regards with replacement device. Agent properly educated BP about TAT but BP mention that he is already waiting for a month.

Observation: Agent does not have EAR on the call. Agent should only ask for the email and shipping address since BP already provided the 4K ticket and it could have shortened the call and will not make BP irritated. Agent should follow proper hold procedure instead putting BP on mute. Agent repeatedly inform the customer about the resolution without providing timely empathy. Agent could seek assistance thru ENR since BP already mention that he waited for a month to less the aggravation of the customer.

Connection ID: 007503466bdd28a6 / Dela Cruz Elienar / 6123108801 / same issue before / J3 / 2185302934 Summary:

BP called in for the device that is not staying on the vertical position. Agent ask for smart tutor to assist BP but BP unable to install since device has no enough storage. Agent advise BP to uninstall aps not using to install the smart tutor. Agent provide the steps to turn on auto rotate. Observation:

Agent does not listening to the customer and keep interrupting. Agent should've sent the link of smart tutor to the customer's message thru message camp or provide right away the steps that will help to shortened the call and could have lessen the customer's aggravation instead of pushing BP to go to settings of the device.

Connection ID: 007503466bdd3696 / De Leon Jenelyn / 5471602702 Summary: BP called in to check the status of the repair, ticket number 4171458169. BP mention that he already waited for 2 weeks and already paid for the repair charge but no update. Agent provided repair TAT and BP hang up.

Observation: Agent should verify customer's email and shipping address instead of keeping BP waiting on the line. Agent should be more specific and should be sounded confident in providing resolutions. Agent has no EAR on the call. Agent should be more specific in providing TAT to BP from the time that BP paid for the repair charge. Agent should transfer the call to RSI since BP is asking to speak to someone that has his device and wants to get some info. Agent should know that it is prohibited to provide RSI contact number.

Connection ID: 007503466bdd53c1 / Intencion Roschel / SM-S536DZKATFN / no ticket / 4172077978 Summary: BP called in regards for the device that is hacked. BP mention that even he did not used his phone its loading up and its affecting his data. Agent advised BP to download smart tutor but BP dont have time anymore and need to go back to work. BP said that he will just callback.

Observation:

Agent should used ASP article > What to do if your Samsung Galaxy phone has been hacked <, where agent can perform basic TS instead of pushing BP to download smart tutor that consumed the time of the customer. Agent should extend help by sending TS thru message camp. No ticket created by agent.

Connection ID: 007503466bdd8c5f / Roca, Maria Luisa / SM-F936UDRAXAA / 2289368949 / 2nd time caller / 4172077978

Summary:

BP called in regards for the screen protector replacement but the store will need to keep first the device for 2hrs to run tests and BP wants to confirmed if its correct since as per BP that there is no software or mechanical issue. Agent provide another UBIF store.

Observation:

Agent need to improve active listening, BP already informed agent that he already went to wis but agent still asked BP if he already went to the store. Agent explained to BP why tech reqiured to leave the device for 2hrs and provide another UBIF if the first UBIF will not work for the customer.

Connection ID: 007503466bde0b5d / Dela Cruz Elienar / 7403667090 / n/a SM-A205UZKATMB / 2289396464

Summary: BP called in regards to remove the blue dots next to the text message and agent advised BP to download smart tutor. BP hang up.

Observation:

Agent lack of probing questions. Agent should ask or probe more about the blue dot that the customer is calling about to provide correct TS instead of asking to download smart tutor which takes much of customer time. If really needed smart tutor, agent could've sent the link thru message camp. Agent did not follow unintended disconnect procedure since BP got disconnected, no outbound call made by agent.

Connection ID: 007503466bde4e7b / Dela Cruz Eliener / 6464641858 / SM-S918UZGFXAR / multiple call / 2289418083

Summary:

BP called in to file an executive complain. BP mention that he was on call for 37mins already and do not want to talk anybody but to the person that he could file a complain. Agent put customer on mute. Agent advised BP to send an email to OOP and BP agree but wants to be transferred to customer service since agent said that she is from technical support.

Observation:

Agent lack of comprehension on this call. Agent should used ASP article > Escalations < to provide correct resolution to the customer requests. Agent should not transfer the customer to supervisor since BP is asking for customer service and agent could have informed or properly educated the customer that technical support is also customer service.

Connection ID: 007503466bde5a63 / Intencion Roschelle / 3364549928 / SM-F936UZKAXAA / IW / called many times Summary: BP called in because he did received email to his yahoo mail in regards for repair. BP mention that screen of his device is blank screen and wants to mail in and he has been with this issue for almost 2 weeks. Agent asking for smart tutor since she assume that BP concern is about not receiving email. When agent confirmed that BP wants to mail in the device for repair, agent provide 2K ticket to BP and was informed that someone will contacted BP to process the repair and get the UPS label within the next 2 business days.

Observation:

Agent did not comprehend BP concern due to heavy accent but when agent got the concern that BP wants to mail in, agent created ticket but incorrectly input the contact number which lead to create new profile. BP phone number should be 3364549928 instead of 3364549938. Agent did not follow the process of mail in repair in which she did not created 4K ticket and provided misinformation to the customer about repair process. Agent could've used ASP article > Repair Services / Mobile Mail in Service: Ticket Creation < to provide correct resolutions.

Connection ID: 007503466bde7850 / SM-F926UZKAVZW / April Czyra Mortel / 9312559710 / repeat caller / OW

Summary:

BP called in for the ticket number 2289409681 that his fold start cracking and already talked to 2 samsung support via message and was advised that device will be repaired for free. BP went to wis but as per wis they cannot locate BP ticket on the system. Agent informed BP that he should set appointment first. BP explained samsung warranty policy but BP insisted that he did not do anything on the device that made it damage. BP does not want to pay for the repair cost. Agent send a link to BP message to set an appointment. Agent offer trade in but BP decline and wants to get the device repaired for free. BP asking for manager or CEO. Agent transfer the call to supervisor.

Observation:

Agent got the ticket number 2289409681 that is provided by BP but agent did not check the ticket instead created a new profile of BP. Agent created ticket number 2289424884 and transfer to supervisor. Agent should have also offer to mail in the device and ask assistance to support for FOC eligibility since BP insisted that he did not damage his device and caused by hardware itself. Agent could've maximize all the possible options to customer and set proper expectation for the resolutions provided.

1.Concentrix Email address : joann.felipe@concentrix.com 2.Employee ID: 101540750 3.Reporting Supervisor Name: John Mark Maclang 4.Hire Date (Date / Month / Year) : 02/01/2020 5.Job title: Advisor II 6.Account Name or Process Name or Project Name or LOB: Samsung US 7.Onsite / WAH: WAH 8.Brief description of your issue / request: need to install snipping tool

Request ID: 349118 ID: INC000016245721