CALL ISSUE TRACKER - DAY 3 OJT ( August 04, 2011)

For Tracking CALL DRIVERS PER DAY: Please update this survey at the END OF PHONE TIME each day and summarize call issues by indicating the numerals for the count. This enables management to monitor daily call issues.


  1. Agent Full Name:


  1. Wave Number 


  1. Ops Supervisor: 


  1. Instruction: THIS TRACKER TO BE FILLED OUT AT THE END OF PHONE TIME - Please specify HOW MANY calls were received per issue for today. Indicate the NUMERAL in the blank fields provided.

    I. BILLING

    Billing Issue: BALANCE INQUIRY


  1. Billing Issue: PAYMENTS


  1. Billing Issue: ADJUSTMENTS



  1. Billing Issue: BILL DISPUTES


  1. Billing Issue: BILL REPRINT


  1. Billing Issue: BILL DUE DATE


  1. II. ORDERS

    Order Issue: MODIFY ORDERS/SERVICE CHANGE


  1. Order Issue: ORDER STATUS


  1. Order Issue: ADD PRODUCT


  1. Order Issue: PENDING ORDERS


  1. Order Issue: CANCEL ORDERS


  1. Order Issue: DISCONNECT/CEASE ORDERS


  1. III. PRODUCT SALES

    Product Issue: PRODUCT INQUIRY


  1. Product Issue: PRICING INQUIRY


  1. Product Issue: PROMOTION INQUIRY


  1. Product Issue: PROVISIONED NEW PRODUCT/SERVICE


  1. IV. LOG IN AND PASSWORD ISSUES


  1. V. INSTALLATION ISSUES


  1. VI. TRANSFERRED CALL


  1. VII. ESCALATED CALL


  1. VIII.CASES/DISPATCH ISSUES


  1. IX. OTHER REASONS - Specify here:


  1. OTHER REASONS - Specify QUANTITY (NUMERAL) here:





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