General Operating Procedure/ PHONE Standard Operating Procedure-

CALL TRANSFER

Cold transfer- transfer wo talking to other rep or dep

Warm transfer- will speak to other agent or dep first b4 transferring the call

Ghost call/ empty call- unresponsive, nothing on the other line

How to handle?

1. Provide Spiel

2. Wait for 5 seconds

3. Provide again the spiel, count 5sec

4. If after two attempts and no response , GHOST SPIEL

5. Follow callback process. If the caller does not pick up the outbound callback, resolve the contact.

CTG

driver phone support issues

DROPPED CALL

1. During call, caller appears to drop off the line.

If the solution has already been provided, it is not necessary to follow DROPPED CALL PROCESS

Confirm if caller can hear you: Caller name, can you hear me?

1. Wait for the caller to respond for a few seconds if there's no response from the caller, repeat Step#1 and wait for a few seconds

2. After two attempts with no response, deliver empty call spiel

I apologize, I cannot hear you. Ill be ending this call and attempt to call you back. Thank you for calling Uber Priority support. [disconnect]

4 Follow the callback process [callback process]

HOW TO CALLBACK the driver

HISTORY, ALL, *rubics cube, outbound call, queue- input the drivers call issue

HOLD?

ESCALATION, whenever the driver is asking for a supervisor

Deescalate

I understand your urgency in resolving this concern, allow me to assist you

Insisting for Supervisor?

-LOOK in the KB/Salesforce tab BPO TRANSPORTATION ESCALATIONS.

REVIEW

general phone sop

bpo earner transpo escalations

phone routing

ESCALATIONS

QUEUE name:

united states driver non payment coe escalations english_normal

PHONE ROUTING GUIDELINES

redirecting the drivers to another representative.

ROUTE A CALL

CHANGE CTG example: driver > disability> difficulty find blind rider

Accessibility-

Routing Identification

1. Talking Points

Any Accessibility concerns 24/7 via message

related to:

Riders/drivers with disabilities All service denials based on discrimination Discriminationresultingin police involvement Assistive devices (wheelchairs, walkers, canes, etc.) Service animals, emotional support animals, support animals, therapy animals, working dogs or guide dogs App updates for deaf and hard-of-hearing drivers Refusing service animals

ASR ACCOUNT SECURITY REVIEW no phone support just (route)

[ USNC ACCOUNT SECURITY REVIEW KB}

Driver may be impacted by an ATO (Account Takeover) if they having issues using the app, unable to access earnings, or reporting concerns about account security. For these cases, we need to ready the contact by informing the partner about the process and what may happen to he account.

ex. hacked account

need account security review

Account security review, before proceeding..check the following

Before proceeding, perform the following:

TAG- used to remove or add features on the account

Using Bliss, apply the following tags if not present:

lock_account_update phishing_vault_edit_denied vault_edit_denied vault_debit_locked_indef fraud_base_payment_ineligible

error message- someone is trying toaccess the account lost money or earnings- handle, ASR

TAG

rubics- actions- add driver user tag

footprint- actions- u can see ur name w Add User Tag

after adding Tags- say the talking points

Someone change the drivers information and a missing payment jan 7 changes in the drivers banking informaton , vault. they mentioned they're not the one who who updated the banking information

NYC TLC route 24/7 via messaging

regards to rider account driver has issue w the balance on the rider account

VEHICLE SOLUTIONS 24/7 offers phone support , cold

A free full-service program created to drivers a comprehensive vehicle resource to educate and guide them through

rental companies affiliated w uber Hertz AVIS enterprise getaround kinto

asking for docs- vehicle slutions team asking for address- https://uberkb.lightning.force.com/articles/en_US/Knowledge/Vehicle-Solutions-Lender-Options-by-City personal rental cars- we dont accept, not affiliated w uber

LOST ITEM Identifying Standard and High Value Items

What are the pieces of information to gather if the driver reporting a lost item

blackleather givenchy with a pink keychain

January 19 2023

12:35 PM

this is the first time the driver contacted us to report the lost item