MOBILE CALL TRACKER FEBRUARY 2019

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

At least 80% of all Calls Answered should be tracked.


A red asterisk (*) indicates required questions.

  1. LAN ID - EXAMPLE. SALLAVEJ*


  1. TEAM*
    Javier, Michelle
    Seña, Luzviminda
    Lomibao, Ma. Sheila Victoria
    Obillo, Vanessa
    Ganad, Ana
    Igaña, Clariz
    Javier, Jeffsy
    Matildo, Hennessy
    Rodriguez, Rodolfo
    Sasedor, Gina Vee
    Alonzo, Alain
    Palma, Ma. Cecilia
    Jose, Norman
    Bugayong, Roselle
    Cortes, Ralph
    Ancog, Larrie


  1. Service*
    Post Pay
    Pre Pay
    FAB Tech
    Clarify
    TP II
    Ghost Call / Disconnected


  1. CALL TYPE*
    Query Bill / Excess minutes/data Charges / Roaming / LPF
    Collections/Recoveries : Credit Limit, Barring, Payment Extn/Arr, DCA Referral Queries
    Manage Plan ( Existing Plan query, Add On, Plan Changes, )
    MYA SetUp/Password reset/Issues
    Payments / Refunds / Missing misapplied / Transfer Credits / Payment Confirmation
    Mobile Tech - Mobile Phone Issues
    RBI / HWBB - Set up, Configuration, Working before, Calls/Data Issue
    Account/Product Information / General Enquiry : contract end date, plan details, bill profile update
    Sim Swap / Activation / LSHS / Black Listing
    Voicemail Help/Setup
    Others / Out Scope / Misrouted ( FAB TECH, CLARIFY, TP II )
    Third Party - Non VF Issue
    Dispute (Usage, Credit Balance, Entitlement)
    Top Up (CC/Voucher)
    Porting
    Short Codes
    IOU
    Add Ons
    Campaign / Promotion Query
    Ghost Call / Disconnected
    Roaming


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


  1. OUTCOME*
    RESOLVED
    RESOLVED + Sup Tag
    UNRESOLVED / PENDING + Sup Tag
    TRANSFERRED(Other Department, Supervisor/Manager/MobTech Tier 2)
    UNRESOLVED / PENDING (iRemedy, billing escalations, callback request)


  1. TRANSFER DESTINATION*
    777 IVR
    Clarify Tech
    Collections / Recoveries
    Enterprise Mobile
    Enterprise TPII
    FAB Clarify
    FAB TPII
    Not Applicable - Call not transferred/endorsed
    Online Shop
    Saves / Retention
    Sales
    Escalation Team Leader/Manager
    Tech TPII
    Mob Tech Tier 2
    One Bill


  1. Did you process SR?*
    Yes
    No


  1. IS THIS A REPEAT CALL*
    YES
    NO


  1. Did you offer the customer a Callback?
    Yes
    No


  1. PROJECTED TNPS*
    PROMOTER
    PASSIVE
    DETRACTOR
    NA ( Calling from Non VF Number / Fixed Line )