ON ACCOUNT CALL TRACKER AUGUST

Select correct call type and specify. For a call with MULTIPLE ISSUES, select Call Type that. has high Handling Time.


A red asterisk (*) indicates required questions.

  1. LAN ID ex. sallavej *


  1. TEAM
    Javier, Michelle
    Seña, Luzviminda
    Lomibao, Ma. Sheila Victoria
    Obillo, Vanessa
    Ganad, Ana
    Igaña, Clariz
    Apostol, Naphtali Joy
    Javier, Jeffsy
    Matildo, Hennessy
    Rodriguez, Rodolfo
    Sasedor, Gina Vee
    Alonzo, Alain
    Palma, Ma. Cecilia


  1. CALL TYPE*
    Query Bill / Account Charges
    Barring and Collections Query
    Manage Plan ( Existing Plan query, Add On, Plan Changes, )
    MYA SetUp/Password reset/Issues
    Payments / Refunds / Missing misapplied / Transfer Credits
    Mobile Tech - Mobile Phone Issues
    RBI / HWBB - Set up, Configuration, Working before, Calls/Data Issue
    Product Information / General Enquiry
    Sim swap / LSHS / Black Listing
    Voicemail Help/Setup
    Others / Out Scope / Misrouted


  1. If OTHERS, PLEASE SPECIFY ( Use Keywords, Do not copy/paste entire notes )*


  1. IS THE CALL ELIGIBLE FOR RFY?
    Yes
    Yes, but NOT offered - Unresolved Phone/BB/Mobile Fault
    Yes, but NOT offered - Irritated / Angry customer
    Yes, but NOT offered - Pending complaint in system
    Yes, but NOT offered - Customer needs to speak to a team leader
    Yes, but NOT offered - Customer already has the offer/service
    Yes, but NOT offered - Other reason
    No


  1. OFFERED RFY ACCEPTED / DECLINED*
    Not Eligible
    Accepted and/or Forward to Sales
    Declined - Happy with my current plan
    Declined - Too expensive
    Declined - Not interested
    Declined - It's what what I'm looking for
    Declined - Not the account holder
    Declined - Already with another provider
    Declined - I can't see any value in it


  1. OUTCOME*
    RESOLVED
    TRANSFERRED
    ENDORSED
    UNRESOLVED / PENDING


  1. TRANSFER / ENDORSEMENT DESTINATION*
    777 IVR
    Clarify Tech
    Collections / Recoveries
    Enterprise Mobile
    Enterprise TPII
    FAB Clarify
    FAB TPII
    Not Applicable
    Online Shop
    Saves / Retention
    Sales
    Team Leader/Manager
    Tech TPII


  1. IS THIS A REPEAT CALL*
    YES
    NO