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Abaya-Telephone that is in your computer Tex revolution- Are happy, Stay Longer, Deepen Relationship, less effort call deflection- The way of the companies to avoid concerns to they’re subscribers 90% of the people says that they don’\t like talking to an ivr DAY 2 5G means fifth generation wireless technology Not all 5G created equal 600 MHz 5G can travel through walls and buildings 600 MHz 5G goes farther T-Mobile is the first and only with nationwide 5G Covered 200 Million people and 8,300 cities and towns America is the largest 5G network (T-Mobile) Sprint and T-MobileT-Mobile's Connecting Heroes Initiative provides Free Unlimited Service for First Responder AgenciesT-Vision- Solve customer's pain points in the wireless industry, we set out to free customers from the and help them cut the cord by providing some the best value in the TV world and access to our customer's favorite channels and shows.T-Vison Hub- is an optional accessory that customers can purchase. It's a 4K, Android streaming device where customers can watch their favorite video streaming apps. It's the perfect solution for customers who don't have a smart to download apps but still want to enjoy streaming content.221 483 6820- Customer's sample account no.DAY 3 Call Back (VHT)NGCC- Next Generation Contact Center TEA – T-Mobile Electron App. (Opens up to Cisco Finesse application) Finesse- Is the User Interface (UI) that you use to handle all of your telephone interactions such as: Logging in/out of the queue Setting your "ready" or "not ready" state Using call controls (Hold, Transfer, Conference) Placing outbound calls Viewing current inbound queue conditions and statistics Viewing your current-day call statistics Site JABBER SOFTPHONE This program runs in the background and doesn't need to be used; unless you lose call control It is the actual PC-based telephone software In most cases, you do not use your softphone directly to manage your telephone needs. If finesse application experiences an issue, you can use your softphone for call control on your current call only. ATLAS-FINESSE APP- can access in w (Desktop)AVAYA AUX codes are used to track specialists' work states and adherence to schedule also known as Compliance or Commitment to Schedule (CTS)Benefits of properly using AUX codes: Increased schedule accountability for specialists Increased accuracy of activity tracking Improved productivity More in-depth reporting AuxWork 1- Set-up 2- Coaching 3-Training 4-Meeting 5- BreaktimeRelease only if there is dead air at least 2 minutes. 611- Phone providerTEX is a group of highly trained customer service "experts" dedicated to you. Which means no more repeating yourself, there's no more bots, no more bouncing, no more BS. Instead, you've got your own personal team of people committed to taking care of you.TEX Pillars Are happy Stay Longer Deepen Their Relationship with T-Mobile Do it with less effort What TEX is Educating the customer about TEX when it makes sense during call Identifying yourself as THE Expert Using your own words to describe TEX and it's benefits Organic and personal interactions Giving a persona guarantee of resolutionWhat TEX is not Rushed greeting or closing when TEX is only mentioned once Using the same approach (script) on each call Calling yourself a "specialist" Using T-Mobile jargon such as "Community" without explaining it to the customer Asking the customer if they received a 10 star service Talking about TEX even if it doesn't fit the callThe Four Key Elements of TEX Branding Tell the customer YOU'RE the Expert I'm your expert for all things troubleshooting and I'm ready to dig into what's causing the problem with your device. I'll be your expert today I'm an expert on billing issues and I can definitely help you As an expert, I've got you covered. Let's get started I've carried Samsung devices for more than 5 years, so I'm total expert! Let's dive in. Apple devices are my area of expertise. I have used them for years 9:25 All the TEX Things The Path to Revolution You are even more awesome now that you are able to: Explain the steps of the Path to Resolution Use the Path to Resolution to resolve customer issues Create a tailored Signature Response with every customer interaction Integrate a recap and close into a customer interaction Identify TEX behaviors on calls Discuss the TEX structure Create a TEX branded interaction Position the benefits of self-help as part of TEX Explain the correct transfer process Identify behaviors that demonstrate ownership and resolution Follow the call handling steps for customers who contact us frequently Deliver an Un-carrier greeting MYT-Mobile Primary Account Holder/ Authorized User- No restrictions Standard User- Have restriction, can access account but not all. Restricted UserHere are a few examples of when to offer self-service: A customer requests to take an action that requires a fee. Payment Payment arrangement Upgrade Etc. You take action for a customer that requires follow-up that can be completed by the customer. Suspending/restoring a line Pre-ordering a phone when the launch date arrives Upgrading a phone at a later date Making a payment or setting up a payment arrangement closer to the due date The customer is thinking about making a change to their feature or service. Changing a plan Adding a feature Removing a feature Setting up AutoPay THE CORRECT TRANSFER PROCESS When initiating the warm transfer: Inform customers you need to connect them with a specialized department to have their requests resolved. Set expectations if transferring to departments that use Virtual hold (VHT). Place customers on hold and dial the VDN listed in the T?Mobile Directory. Ensure you check back with customers if hold times are longer than normal. Announce the call as a transfer, provide your name, and the customer’s request to the second employee. Memo the account with the customer’s name, the new department, and a summary of the request. Verify the second employee has the customer’s account info available and verified. Conference the customer on the line and introduce the two parties. Exit the account and complete the transfer of the customer. When accepting a warm transfer: Introduce yourself following standard process for answering your calls. Confirm your understanding of the request if needed and state the request falls within your area of support. Check the verification status in Atlas or view the Verification Memo in Samson to confirm the account has been verified. If the accounts are not verified, ask for the verification token. Confirm you will accept the call and then help customers with their requests once the call is received. Cold Transfer- transfer after 2minutes TEX Metrics - Metrics and Goals Scenarios REVENUE METRICS Net Features We want to build brand loyalty by deepening our relationships with our customers through the products and services that we offer. Accessories Ensuring that we assist our customers in protecting their T-Mobile investment as well as building brand loyalty by deepening our relationships with our customer Deacts Any deactivation by your team assigned customers; not limited to transactions handled by the team Experts. Metric is calculated by # of Deacts * lost customer lifetime $ value (CLV ) at $120 per deact. AAL Deepening the relationship with our customers and bringing them closer to T-Mobile C