AT&T IRU Action Items - August 2014

In our effort to reduce the number of customer calling us back for calls related to Mobile Share and to continue to improve the site’s overall performance, please confirm your understanding of the following instructions:


A red asterisk (*) indicates required questions.

  1. ATTUID*


  1. RATE PLAN CHANGES: For plan changes middle of the cycle, be proactive in telling the customer that you will make the plan effective first day of the next cycle with the exception of the following scenarios:

    a. Customer requests to make it effective immediately or on a different date that falls within middle of the cycle
    b. Backdate to cover for the overages.

    For these scenarios, please make sure that you do the following:
    1. Use and save the link (Proration Calculator) http://goldengate.startek.com/# .
    2. Under Tools, you will see Proration Calculator and ATT Proration Calculator. Select the one for ATT. Your team leader can teach you how to use this in case you have questions.
    3. You will need to set the customer expectations of what will be the rough amount on the next bill to avoid callbacks.
    4. Highlight that the monthly charge for the new plan will show on the bill after the next one he/she will receive with the prorated charges.
    *
    Acknowledged
    Not Acknowledged


  1. AT&T WEBMAIL: Please confirm that you can access your ATT Webmail. We would like to send you the updates directly about your incentives, scorecards, RNR, and other account updates to be sure that 100% of our employees are aware of what is going on in the center. You can access it by using and saving the link below.

    https://mail.web.att.com/owa/auth/logon.aspx?replaceCurrent=1&url=https%3a%2f%2fmail.web.att.com%2fowa%2f

    User ID: itservices\ATTUID
    PW: IT Services PW (Not your global log in PW).
    Please ask help from your SA or from your TL in case you have questions.
    *
    Acknowledged
    Not Acknowledged


  1. DIGITAL FIRST: We have not seen improvement on our digital first for the last 5 days. To increase the chance of ensuring the customers do transactions online, please take note of the following:

    a. Qualify – depending on the call type, type of phone, registered or not, these information can be seen in snapshot. You need to do your visual audit first before positioning your digital first.

    - Do not push so hard on customers not registered online. You can send the link after resolving the issue of the customer and create a need for the customer to register and log in within 24 hours. No need to walk the customer through.

    - For smart phone users registered online and with call types applicable to be processed online – simply ask the customer to put you on speaker phone with the reason “why” without sounding that you are pushing so hard. A good example can be, “Can you put me on speaker phone so we can process your payment?, Can you put me on speaker phone so we can check your upgrade options?, Can you put me on speaker phone so we can process your payment arrangement?). If the customer would ask why – simply say that it is faster and easier that way and that it is how we do it now for smart phone users. If customer would insist that you do it, then go ahead and resolve the issue of the customer.

    - For those registered online and are basic phone users – if the call type is applicable, simply ask them, "Do you have access to a computer right now?" If customer would say No – go ahead and process the request. If customer would say Yes: ask the customer to log in with the reason. ("Please log in to your account so we can process the payment", "Please log in to your account so we can check on your upgrade options").

    - Lastly, for those who are not able to log in – please include the https://m.att.com/myatt in the Text To Confirm.

    Sample Text: You may manage your account online by going to https://m.att.com/myatt

    The user should be able to click on the link directly from the smart phone so please make sure that it is a valid link.
    1. https://m.att.com/myatt) – Wrong
    2. (https://m.att.com/myatt) – Wrong
    3. https://m.att.com/myatt - Wrong
    4. https://m.att.com/myatt - Right
    *
    Acknowledged
    Not Acknowledged


  1. ACE: We will make adjustments on the goals on your FCR and WTR to make sure that we provide step goals for our below 60 day reps and over 60 reps for August. This is great news as we will have more people qualifying to receive the incentives. Please see revised goals below for this month. The changes will be reflected on your scorecard that we will be uploading tomorrow in the Sharepoint.

    i. Below 60 Days
    a. WTR – new goal will b e 34%
    b. FCR – new goal will be 66%

    ii. Above 60 Days
    a. WTR – new goal will be 40%
    b. FCR – new goal will be 70%
    *
    Acknowledged
    Not Acknowledged


  1. MY COMMITMENT: We all are working in a customer service environment. We need your commitment on the following:

    1. I commit to make sure that I remain patient, courteous, empathetic and will never let go of a call unless resolved.
    - Say please and thank you.
    - Say you are welcome
    - Sound positive on the phone
    - Do not pause after given an information, a simple thank you will do as a sign of simple courtesy
    - Do not over talk the customer
    - Do not sound defensive on the phone even if you know you are right, explain it clearly and be patient
    - Avoid using jargons especially overly complicated terms. Make your explanation very short and simple like you are talking to someone who knows nothing about our policies.
    - Show empathy when customer expresses frustrations or any sign of inconvenience
    - Acknowledge the emotions, and expresses assurance of help
    - Make the closing very memorable and express that we value and appreciate the customer’s business with ATT.
    - Please be nice and don’t be rude – let us protect the account.

    2. I commit to be proactive in transferring calls to the Help Desk team in case I can still hear my customer's frustration after my attempt to resolve the issue, or for calls that I could not resolve on my end. This is to make sure that all of the customers’ issues are taken care of.
    *
    Acknowledged
    Not Acknowledged





Startek Philippines Brand Warrior
Startek Philippines Brand Warrior