TRAINING

DAY 1 TUE 22Aug23 breaks 12 to 1pm 1st 9 to 9:15 2nd 2 to 2:15

aug 29 sept 2

https://kcportalapp.nac.sitel-world.net/sites/Paymaya/_layouts/15/start.aspx#/SitePages/Home.aspx

master 7 clients tools 9 quiz

KPI key personal 20% of performance attendance 40% final written exam 40% oral exam mac call passing 70%

final 80% passing

training sched au

ocp operational checkpoint - 2weeks

bawal tardiness under time absence no call no show NCNS

kapag late ka 2 hrs basta nagpasabi ka kailangan valid reason

tardines 1 verbal 2 written 3 final 4 dismissal

Issue of the caller uncredited of ankas delay or no msg received thru maya app

bank transfer - 2 business days example no banks on holiday

good point of agent naresolved nya concern ng customer tone of agent follows the age of the customer naging magalang sya able to emphathize bolero soft spoken build connection sa customer timeliness nakatulong sya na ma- indorse ni agent ang maya sa iba considered the tone of your voice

badpoint sinabayan nya yung cus sa pagsasalita

asignment write positive script

AHT average handle time 9minutes 540 seconds what if nag exceed - ok lng yun desk agent - di na kaya ihandle ng aGENT escalation team may 2023 nag start lng yan - 3 months

csat -15%

dont disclose different in ibang accnt data privacy law. 5 million ang parusa

DAY 2 WED 23AUG23 NT log in

Instead of…

1. “I’m afraid that isn’t included in your policy…”
2. “I’m sorry but that item is out of stock and won’t be available for 4 weeks.”
3. “I’m sorry that the item hasn’t yet been delivered. You’ll have to wait for it to arrive.”
4. “I’m sorry but I can’t give you a refund.”

Say.....

1. “Your policy doesn’t cover that, but I can check if we can offer that to you in a different package.”
2. “The item is out of stock. Would you like me to pre-order it for you so it will be with you in 4 weeks?”
3. “I’m sorry it’s not arrived yet. Let me check with the courier and see when delivery can be arranged.”
4. “I’m sorry that I can’t offer you a refund, but since you are still under warranty, we can offer you a free repair.”

I will definitely make sure that it gets sorted… I absolutely agree with you… I can certainly help you… That is exactly right… I completely agree with you… I will quickly run through this with you… That is a fantastic way to look at it… Great news! Marvellous choice… That is an excellent suggestion… I hope you enjoy your… Splendid! All that is left to do now… Yes, it is essential that you do this today… That is a very generous offer… I can highly recommend… Thanks, we try our best to provide a friendly service… That’s impressive, Mrs Smith… That it is an interesting idea… Brilliant! I’m glad I was able to sort that for you… Yes, it is an exciting and popular new service… I think that’s a terrific option… That is fascinating… You certainly are an expert on this… That is personally my favourite option… It would be ideal, considering your situation…

negative may problem mahina signal

Maya official spill Hi, thank you for calling Maya. This is Rain. How may I assist you today

only info you can give pseudo name and employee number

good call (call listening) soft skill for maya

issue duplicate accnt exceeded ng limit ng isang accnt

nagkapagtransfer na ng money sa nagexceed ng support@paymaya.com

note: use maya instead of paymaya because meron deduction na 5 points

9mins to resolve duplicate accnt

paraphrase acknowledgement empathy assurance

I apologize for the inconvenience that you experience that....

PID - Positive Subscriber IDENTIFICATION

proving question cus sent from ub to maya what are the positive proving question

insta pay - alamin kung tama yung accnt #

pesonet- ala min kung ano oras sya nagtransfer cut off ito, bukas na mareceive.

4:00 PM Transfers done via InstaPay will be posted in real-time. However, transfers made through PESONet will follow a cut-off time wherein transfers made before 4:00 PM will be posted within the same business day and transfers made after 4:00 PM or on a holiday or weekend will be processed on the next business day.

filing regulatory and reputational risk regulatory risk dti ntc bsp

reputational risk social media pweding mapost

if in case scenario na merong nagcall uli si cus 3 agent na ang pinag daanan tapos failed parin. dapat gawin ay back to 0. tanungin uli ang pinagmulan ng issue

deep dive analysis A deep dive analysis has been recorded as 'a strategy of immersing a team rapidly into a situation, to provide solutions or create ideas. Deep dive analysis will normally focus in areas such as process, organization, leadership and culture.

Real behavioral cause will and behavior cause - worst

what the good points ni agent greeting-emphaty-ack and assurance-verfication- probing-resolution-add value- ask for add. help needed- offer survey -closing

1.Hi, Thank for calling Maya! This is Rain. How can I assist you today? 2&3.EAA - emphatize + asurance 4. For security validation, may I have your registered name and mobile number? then proceed ith PID 5. probing comes after PID. Always probe before puting the call on hold. 6. Always check process library to validate YOUR RESOLUTION 7. be proacative in providing value adding info. 8. Is there anything else can help you with? 9. Your feed back is very important to us. may I invite to a quick survey on how I assisted you today. 10. Once again thank you for calling Maya! Have a great day.

KPI Key Performance Indicators (KPIs) are the critical (key) quantifiable indicators of progress toward an intended result. KPIs provide a focus for strategic ... CSAT NPS net promoter score FCR first call resolution

MAYA HOTLINE SPIELS

service level - accommodate call in the company

A service-level agreement (SLA) is a contract between a service provider and its customers that documents what services the provider will furnish and defines the service standards the provider is obligated to meet. A service-level commitment (SLC) is a broader and more generalized form of an SLA.

standard spiels Greeting

Ghost call - cuz call na walng suMASAGOT repeat greeting spiels 3 times

Thank you for calling Maya! This is _____. How can I assist you today?

if wala parin tio ang ssabihin
Since I am not hearing any responses on the other line, i will now be dropping the call. You may call back using our Maya Customer Hotline at +632 88457788 or thru smart by dialing in *788

VERIFICATION For security validation, may I have your registered name and mobile number.

May I place this call on hold for a minute or two to further look into your concern.

Thank you for patiently waiting on the line and sorry for the long hold. May I ask for another minute or two [to provide purpose]?..

After providing resolution Is there anything else that I can help with

Your feed back is very important to us. my I invite you to a quick survey on how I assisted you today.

Closing

Once again thank you for calling MAYA have a great day ahead.

4 SOFT SKILLS Acknowledgment the acknowledgement step therefore helps agents to pause and double check they are best serving the customer. While it can make conversations a little bit longer, it can help ensure the agent truly understand the issue and doesn't get off to a false start based on poor assumptions. eg. I understand Mam, and I feel sorry na na-feel nyo na scam po kayo.

PROBING

asking probing questions in customer service can help you improve the overall experience by responding to a customer's actual needs instead of asking assumptions. It can also help to improve first contact resolution (FCR)

-what causes the issue

ACTIVE LISTENING Active listening understanding and empathy by asking follow-up questions, relaying back their situation, and empathizing with their frustrations, customers feel truly understood and taken care of.

• pinaka mahalaga sa lahat

EMPHATHY call center agents who can effectively demonstrate empathy can help to diffuse volatile calls, contribute to customer loyalty and create a better overall customer experience. It can also demonstrate sincerity, which is important for coming across as genuinely concerned about a caller.