Hotline
Implementation
WHEN: March 16, 2015
WHO: Noreen, Faith, Myke, ASMs (Guy, Josh and Glady), Internal QM
HOW: SBS to prioritize monitoring and coaching opportunities
Agenda:
 8am-5pm monitoring
 To produce monitoring results on:
 Time stamping (AHT)
 Transaction types
 Quality insights per transaction
*use score sheets
METHODOLOGY
Handling time reduction thru:
 Scenarios when to call the AR/SPOC
 MyAccount promotion and email to SPOC
 Strict monitoring of unnecessary holding time
Scenarios when to call the AR/SPOC:
 Critical service modifications, EXCEPT:
 CSIM due to recontracting
 SIM details provided by the customer is the same as what is noted in the
delivery order
 CSIM due to change in SIM type
 Account is well-verified
 If the ACD reflects the mobile number of the account being requested for
CSIM
 Reconnection due to lost SIM, out of the country
Recommendations to decrease AHT (based on top transactions):
1.
2.
Non-receipt of bills/Bill reprint/Plan Details/OB or Unbilled/LUP inquiry
 Agent to proceed with actual verification to identify who the caller is (if SPOC,AR, end-user)
 If SPOC or AR, encourage MyAccount enrolment/utilization. If SPOC/AR defers enrolment,
proceed with the prescribed handling
 If end-user, agent to immediately promote MyAccount enrolment and discuss other
benefits
 If not willing to do self -registration, offer automatic enrolment. Secure email address
of caller and confirm mobile number. Agent to provide the details to RRD Team for
enrolment
 Advise customer that he/she will receive an email notification to validate enrolment.
Once validated, MyAccount will be ready-to-use
 If customer is insistent not to utilize MyAccount, agent to call AR/SPOC (last option)
Contested charges/Bill adjustment/Bill explanation
 Carefully analyze bill. If concern is unclear and agent cannot immediately provide
solution/s, escalate to TL at once and offer call back
How to enroll in MyAccount
Go to business.globe.com.ph
Indicate company provided email address
Nominate password
Confirm password
Click “sign up now!”
Check “I agree to the T&C”
Click “sign me up”
 Customer will receive an email from Globe to verify Globe Business account
 Customer needs to click the link to verify registered email address
Monitoring of HOLDING TIME:


ASMs/TLs to do floor roving to ensure that all agents are not on-hold unnecessarily
ASMs/TLs to have a view on AVAYA report on a real-time basis, to identify agents on hold for
more than 2 minutes