ODI Creation DTV TPV HMO

ODI Process Feedback


A red asterisk (*) indicates required questions.

  1. CCMS ID:*


  1. Select the most frequent reason an upset customer hangs up for:*
    They have spent a long time on the call
    TPV agent was just repeating what was already explained previously
    TPV agent was providing different information than previous agent
    They would prefer to speak to an American


  1. Select all the situations where you would create an ODI form:*

            1 2      
      Call dropped in the middle of the verification Yes No  
      Verification completed but customer does not agree with terms and conditions Yes No  
      After verification is completed customer does not agree with terms and conditions and releases call Yes No  
      If during the verification process the customer becomes upset and releases the call Yes No  


  1. Select the most frequent reason why you create an ODI form:*
    Dropped with transferring agent
    Dropped with TPV agent
    Order not in OMS
    Bad line connection/System failure
    Upset customer unable to finish verification


  1. If the customer hung up while you were speaking to the transferring agent, who creates the ODI?*
    Previous Agent
    TPV Agent


  1. Of every 10 ODI forms you create, how often do you fill the ODI tracker? (Be honest)*
    Never
    1 to 5 times
    5 to 9 times
    Always


  1. When you make outbound calls to process ODIs, if the appointment is within the next 24 hours do you still call the customer?*
    Yes
    No
    I never make outbound calls


  1. How would you improve the ODI process?*





Human Capital