Untitled Note

1st call Name: Debra Company number 770 888 3102 Ext 108 Issue: The customer had an after-hours message that informed the customers to call a different number for if they had issues after hours. They changed that message but now they are still hearing the old messages. The message is located on extension 108. The calls comming through the number 770 888 3102. Case number: 18382538 Contact ID: 463558025597 Hold time occasions: Around the minute 12:21 the agent requested a minute to close the case. Positive: The account was verified. There were enough logical probing questions. The agent paraphrased the customer's issue. The agent guided the customer to the admin portal to have the change. The agent was positive and solution-driven. The agent was polite and kept a professional tone throughout the call. The agent advised having a test call. However, this was not made since it was not after hours as the solution provided. The agent provided a roadmap because he walked the customer on the changes on the account however the estimated time for the change was not provided. The agent established the probable cause of the issue since he guided the customer to the right place. Negative: The agent asked the customer to guide him to where the announcement was. The agent requested a minute on mute however he didn't come back to refresh the customer after a minute passed. A summary of the resolution or steps taken was not provided. 2nd call Issue: The customer called to ask to change his security question. Case: 18372866 In contact ID: 463420293936 Phone number: 213 802 3812 Name: Lamar Lyrons Hold time occasions: Positive: The agent guided the customer to log in to the admin portal. The account was verified. The agent offered a walkthrough of the account. The agent offered further assistance. The Negative: The agent stayed in silence for more than 40 seconds on the call. The agent missed providing a roadmap/estimated timeframe of the steps to take to resolve the issue. The agent provided some instructions that were incomplete leading the customer to ask again. The agent did not provide a summary of the resolution taken and it's benefits. Correo de Sykes : axel.martinez@sykes.com Badge : 58254 Provincia : Guanacaste Cantón :Liberia Distrito : Liberia Dirección exacta con detalles: Barrio Invu Sabanero #2 en la sexta entrada 40 metros al fondo a mano derecha. Casa verjas color verde. Teléfono 60648192