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Perf SPTR behavior: Hit/Miss tracker Objective WIIFM Goal takeaway
FWUP - Stread/ should close before 7am / highest team in terms of fwup
Absenteeism - before/after payout /accountability discussion
Late/absent- CA will progress
Kronos- 8hrs
missing hours
using coaching AUX
THIS IS A COMMUNCATION for SHIFT BID this coming OCTOBER 2024: I know we finalized the shift bid this October and everyone is waiting for the final schedule. However, we have received a new version of the client recommendation that is outside of the original shells we bid for. Because of this, we decided to not go through with the shift bid implementation as we are not able to commit to the schedules you won during the bidding. As a move forward, we will continue having the same schedule for the entire quarter and we will send a new criteria and timelines for the shift bid. Wait, need not worry because your efforts from previous performance are still going to be considered. We will not let go of those efforts because you worked hard for it and we will just add more in the timelines and some we need to control in the remaining months of the year. Continue with your holiday plans and appease your agents schedule that it will not move this quarter. We will review the criteria + your original stack ranking considered. Please communicate to your teams and we will send the updated criteria within this week. Appreciate all your feedback, reactions and understanding on this movement. #ONEPIONEER!
HUDDLE- mostly about C2/ products and services/ SAMSON
NPS BUDDY UP SYSTEM -Rep should have atleast 2-3 resolved every interval if none will do sit in to help the rep -Accountability discussion for agent driven QR -Will be more proactive to assisting my reps. -Submit PQR for me be able to help them with the resolution and how to position it.
- Ensure closed conversations are all resolved. -Lessen or as much as possible zero out the "need bantayan". -keep the engagement active and do everything while the conversation is still active. focus on what you can do instead of what you cannot do. -Realization at the end of the day -Take ownership -Always think outside the box -Always reach out to check for alternative options -Ask first ur self before u provide ur reso / cx perspective -HELP FIRST YOURSELF. Utilize your tools and resources. Make every moment count.
Execution Consistency Urgency
MISTREAT OBCALL DESIGNATED OF TASK schedule for the day (break, lunch) Discussion log acknowledgement C&A and Cancellation
AC Request IR MDU Esca Promo esca - make sure that it was submitted and ack by ACs remind them from time to time
BILL REVIEW
- prepare
- Visual audit
Objective- through visual audit
- why is conducting a comprehensive visual audit essential, particularly concerning inq?
- what steps do you typically take when a cx asks, why is my bill high?
- which metrics are affected? explain Why we need to perform a complete visual audit
Bill review Part 1: https://www.canva.com/design/DAGRCVPyZxw/rHLrvAPPPblTEzgFv2rRiA/view?utm_content=DAGRCVPyZxw&utm_campaign=designshare&utm_medium=link&utm_source=editor
Bill review Part 2: https://www.canva.com/design/DAGRJbID_KY/W-CptU6CD6rpiKJplDn5kQ/view?utm_content=DAGRJbID_KY&utm_campaign=designshare&utm_medium=link&utm_source=editor
BIll Review Activity Form: https://forms.office.com/r/aphtSKcNQ0?origin=lprLink
Duplicate Bill Activity Form: https://forms.office.com/Pages/DesignPageV2.aspx?origin=ShareFormPage&subpage=design&m2=1&id=UJpcXVTIo06wXRY4ixTVsw2dZ4wWN11JuwADSApWLctURFk3OUVIQUI2Mk9PVzE4TkMxQlFHRzlDSy4u
A visual audit plays a crucial role in evaluating a cx bill impact of visual audit to metrics? por what metrics impacts visual audit?
We need to ensure that we are prepare for the huddle session that we will discuss
///**///////////////* OCT 4 PIP - Let's take it as a challenge
////////// OCT 8 Kronos CE CB Over Aux PQR- TEMP CHECK
ConvID: b7107af9-d35f-4cd2-b82f-89adc86cd69f
Thank you for giving me these information and we truly understand your current situation and as part of T-Mobile rest assured that this concern will not be left unattended and no worries, we have your back on this one. Please give us a moment while we further check your account ///////*/
Nov 4 Kronos TTFRA
///////////* 11/15 https://clips.t-mobile.com/#/Watch?v=R0wyFtohPynM Activate e-SIm using Dash Enable eSim on an existing line? Sim status- what tools? BYOS- activate eSim Need to connect to Wifi to receive the pop out to download the e-Sim profile
///////////////*/ ConvID: 0c7c9cd9-9609-4797-a883-c66a61930032
We will be conducting a chat calibration for our 10-minute STREAD tomorrow, based on today's passive chats, as it directly relates to the One Sentence Structure discussed in the earlier huddle.
Interaction ID: 0c7c9cd9-9609-4797-a883-c66a61930032
/////////////// correlation to metrics Fetch Utilization Delegation of Current promotion Standard Hot Topics and Metrics.
The customer contacted us to inquire about why he didn’t receive the promotion on his Apple Watch SE (2nd Gen) 40mm. He also requested a new number for his watch so he can use it independently, without needing it to be paired with his phone.
Date of purchase: Nov 14 Plan: DIGITSAW
- Find the said promotion using Fetch
- Check the eligibility :
Tempcheck Perf / recognition SPTR behavior: Hit/Miss tracker Objective : Standard Hot Topics and Metrics. WIIFM Goal takeaway commitment from reps/coach
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