Untitled Note

Lipa 11/05/2022 4.80 BERNARD VINCENT CANOY 6079746 360002931751 4 24 264 00086132591667694225 -2 702.7 SHENDEL AGUDA LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. The agent got a new card information verbally. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer about the online streaming application. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Procedures: Account Verification: The agent didn't let the customer verify the house number and zip code. Agent could have asked the customer to verify the house number and the zip code after confirming the street name, city and state. Procedures: Account Verification: The agent failed to verify the phone number during the verification. Agent should have verified the phone number during the verification before proceeding to payment information and disclosure. Procedures: Credit Card Masking: The agent proactively asked the customer to get his new card information without any objection from the customer. Agent could have informed the customer to use the CC Masking and when the customer's object/concern that's the time SHE/HE will ask the new card information verbally. ================================================================== Call 2 Lipa 11/05/2022 6.53 1 6076806 340001398285 5 31 331 00086079581667667042 -2 702.7 WRENCIE BOONGALING LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer she will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Procedures: Offer Strategy: The agent failed to mention the plan name during the billing review. Agent should ensure to provide the complete required elements. ================================================================== Call 3 Lipa 11/05/2022 5.88 CAMILLE CUSAY 6035365 350002969641 5 14 314 00086019001667666852 -2 702.7 SHENDEL AGUDA LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The customer informed the agent his card on file was no longer active. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer she will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call Coaching Opportunities: The agent could have asked the customer to verify his house number and zip code during verification of billing address before proceeding to payment information. ================================================================== Call 4 Lipa 11/05/2022 5.67 CATHERINE CAPIO 6077062 360002931212 5 1 301 00086036591667688714 -2 702.7 SHENDEL AGUDA LEIGH BERONILLA JC Call Summary: The agent called in. The customer informed the agent he wants to update his card information. The agent verified the account and discussed the billing review. Coaching Opportunities: ================================================================== Call 5 Lipa 11/04/2022 5.38 CHRISTEL JOSH MACARAIG 6043304 340001392848 5 10 310 00086115781667590299 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer about the online streaming application. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: ================================================================== Call 6 Lipa 11/04/2022 5.57 CLARISSE SAMSON 6058960 350002966599 5 20 320 00086038501667609688 -2 702.7 SHENDEL AGUDA LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer she will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: ================================================================== Call 7 Lipa 11/05/2022 5.83 DARYL BACOMO 6078847 130028886920 4 42 282 00086011051667685526 -2 702.7 WRENCIE BOONGALING LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer he will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: ================================================================== Call 8 Lipa 11/04/2022 6.47 DAVID BERONILLA 6095707 350002958481 5 32 332 00086026631667580179 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. The customer informed the agent he needs to update the expiration of his card information. The agent informed the customer he needs to type it in again to update his card information. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer he will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Procedures: Account Verification: The agent failed to verify the phone number during the verification. Agent should have verified the phone number during the verification before proceeding to payment information and disclosure. ================================================================== Call 9 Lipa 11/05/2022 5.70 ELVA ESPIRITU 6035915 130028871656 4 16 256 00086018441667658895 -2 702.7 WRENCIE BOONGALING LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The customer asked the agent what card information was on file. The agent provided the card information. The agent verified the account and discussed the billing review. The agent informed the customer to re-run the card on file. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer about the online streaming application. The agent informed the customer there's an error on his card information. The customer informed the agent she can charge the card now. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Procedures: Account Verification: The agent didn't let the customer verify the house number. Agent could have asked the customer to verify the house number and the zip code after confirming the street name, city and state. ================================================================== Call 10 Lipa 11/05/2022 5.83 GAEA ELLYSSE SIMBAHAN 6091556 350002974639 5 37 337 00086125871667692494 -2 702.7 SHENDEL AGUDA LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the billing address. The customer informed the agent he got a new card information. The customer asked the agent how much he needs to settle. The agent verified the account. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer she will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: ================================================================== Call 11 Lipa 11/04/2022 6.50 HANNAH KHARL NAVARRO 6095706 350002956664 5 11 311 00086126891667573699 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The customer informed the agent he got a new card information. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer about the online streaming application. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: ================================================================== Call 12 Lipa 11/04/2022 6.15 JASPER CASAL 6063431 350002956684 5 40 340 00086001531667573779 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The customer informed the agent she got a new card information. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer he will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: ================================================================== Call 13 Lipa 11/05/2022 5.23 JAY CASANOVA 6059609 120010562423 4 58 298 00086095531667654687 -2 702.7 WRENCIE BOONGALING LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. The customer informed the agent she doesn't want to automatic use her card information. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer that the payment has been posted. The agent informed the customer about the online streaming application. End of call. Coaching Opportunities: ================================================================== Call 14 Lipa 11/05/2022 7.05 JERICHO MADERA 6053326 340001400929 4 29 269 00086013101667680964 -2 702.7 SHENDEL AGUDA LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. The customer informed the agent he wants to charge his card for a one-time payment only. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer he will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Procedures: Account Verification: The agent didn't confirm the street name, city and state before asking to verify the house number and zip code. The agent could have confirmed the street name, city and state before asking to verify the house number and zip code. Procedures: Offer Strategy: The agent failed to mention the plan name during the billing review. Agent should ensure to provide the complete required elements. ================================================================== Call 15 Lipa 11/04/2022 5.50 JES MARK TRINIDAD 6077915 360002912841 5 10 310 00086124421667571269 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer he will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: ================================================================== Call 16 Lipa 11/05/2022 7.77 JOHN MOISES FAVORITO 6079734 150025016642 5 28 328 00086096921667672582 -2 702.7 SHENDEL AGUDA LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. The agent informed the customer about the CC masking payment, but the customer informed the agent that she was driving at the moment. The agent proactively asked the customer to get her new card information verbally. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer he will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: ================================================================== Call 17 Lipa 11/05/2022 4.77 JON HENDRIX VILLANUEVA 6059250 340001401768 4 17 257 00086119591667684563 -2 702.7 SHENDEL AGUDA LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer he will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: ================================================================== Call 18 Lipa 11/05/2022 4.32 JONAS CRUZ 6073048 220018635493 4 15 255 00086019021667685567 -2 702.7 WRENCIE BOONGALING LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer he will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Procedures: Account Verification: The agent didn't let the customer verify the house number. Agent could have asked the customer to verify the house number and the zip code after confirming the street name, city and state. Procedures: Email Verification: The agent failed to verify the email address during the verification. Agent should have verified the email address during the verification before proceeding to payment information and disclosure. Assumptive Card Language: Agent failed to provide an assumptive card language. It would be better if the agent asked the customer what card will be using for the payment information. ================================================================== Call 19 Lipa 11/05/2022 5.08 JOY CATHLYN ROXAS 6085808 350002969836 4 49 289 00086098351667667692 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The customer informed the agent she got a new card information. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer she will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Procedures: Account Verification: The agent didn't let the customer verify the house number. Agent could have asked the customer to verify the house number and the zip code after confirming the street name, city and state. ================================================================== Call 20 Lipa 11/05/2022 4.73 JOYCELLE PRANADA 774891 130028880300 4 26 266 00086077241667671943 -2 702.7 WRENCIE BOONGALING LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The agent verified the account and discussed the billing review. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer she will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: ================================================================== Call 21 Lipa 11/04/2022 3.93 KIMBERLEY MANALO 6095713 350002956607 3 36 216 00086065161667573529 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: The agent called in to inform the customer that the card information on file is not up to date. The customer informed the agent his card on file was still active. The agent informed the customer to re-run the card on file. Agent read the disclosure where the customer provided an affirmative response. The agent informed the customer she will be sending a streaming instruction to the customer's phone number. The agent informed the customer that the payment has been posted. End of call. Coaching Opportunities: Procedures: Account Verification: The agent failed to verify the account before proceeding to payment information and disclosure. Agent could have verified the account first before proceeding to payment information and disclosure. Procedures: Offer Strategy: The agent failed to mention the billing review. Agent should ensure to provide the complete required elements before proceeding to disclosure. ================================================================== Call 22 Lipa 11/04/2022 5.18 KIMBERLY ANNE ELLA 6074783 350002957898 4 55 295 00086117231667578754 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: Coaching Opportunities: ================================================================== Call 23 Lipa 11/04/2022 4.62 KIT MARVIN ESPINOSA 6056280 340001391562 3 48 228 00086113271667584765 -2 702.7 WRENCIE BOONGALING LEIGH BERONILLA JC Call Summary: Coaching Opportunities: ================================================================== Call 24 Lipa 11/04/2022 5.15 LOUIEGEE AGUILAR 6076119 360002915313 4 20 260 00086069001667581551 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: Coaching Opportunities: ================================================================== Call 25 Lipa 11/04/2022 5.72 MA. JENNIFER VISCA 6059611 120010558016 5 30 330 00086014011667589049 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: Coaching Opportunities: ================================================================== Call 26 Lipa 11/05/2022 4.55 MAURENCE JOHN CATNUBAY 6078850 220018635719 4 25 265 00086145921667686299 -2 702.7 WRENCIE BOONGALING LEIGH BERONILLA JC Call Summary: Coaching Opportunities: ================================================================== Call 27 Lipa 11/05/2022 5.62 MICHAEL MEDINA 6091554 360002924035 5 23 323 00086147661667654075 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: Coaching Opportunities: ================================================================== Call 28 Lipa 11/04/2022 5.57 RENALYN MOSTER 6047691 340001392277 5 16 316 00086124591667588333 -2 702.7 WRENCIE BOONGALING LEIGH BERONILLA JC Call Summary: Coaching Opportunities: ================================================================== Call 29 Lipa 11/05/2022 4.33 RONIEL CALIWARA 6076122 230017750062 4 6 246 00086098611667667693 -2 702.7 WRENCIE BOONGALING LEIGH BERONILLA JC Call Summary: Coaching Opportunities: ================================================================== Call 30 Lipa 11/05/2022 4.83 SHARMAINE TRINIDAD 6070030 360002929964 4 28 268 00086118041667681935 -2 702.7 SHENDEL AGUDA LEIGH BERONILLA JC Call Summary: Coaching Opportunities: ================================================================== Call 31 Lipa 11/04/2022 6.27 YOLAMIE BICO 6095712 340001389360 5 37 337 00086134281667574591 -2 702.7 VICKY PACZON LEIGH BERONILLA JC Call Summary: Coaching Opportunities: ================================================================== Waiting for confirmation po kay Claudia about sa CC masking. Nagkaroon po ba kayo ng Issues about sa CEP before? Kung wala po kailangan nyo po ifollow yung strategy ng CC Masking po. Na escalate na rin po ba ito kay OM Jupiter.