Untitled Note
By: Anonymous11/24/20222 views Public Note
Call 1
Lipa 11/22/2022 5.32 ANN JEANETTE AMALIZA 6075358 340001518492 4 55 295 00086132831669153392 -2 702.7 WRENCIE BOONGALING LEANA MAE 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 that she will be sending a streaming instruction to the phone number. The agent informed the customer that the payment has been posted. End of call.
Coaching Opportunities:
================================================================================================================
Call 2
Lipa 11/22/2022 6.18 ARON JOSH BASARTE 6085813 130029227216 5 14 314 00086132931669164764 -2 702.7 VICKY PACZON LEANA MAE BERONILLA JC
Call Summary:
The agent called in. The customer informed the agent that she doesn't want to talk to automated call and she wants to give her 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 customer asked the agent when her subscriptions end. The agent provided the information. 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:
Efficiency:
Agent not ready to take the phone call.
Agent could have ensured to readiness to take the phone call.
Procedures:
Account Verification:
The agent didn't let the customer to 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 and email address during the verification.
Agent should have verified the phone number and email address during the verification before proceeding to payment information and disclosure.
================================================================================================================
Call 3
Lipa 11/22/2022 5.78 BERNARD VINCENT CANOY 6079746 360003058323 5 18 318 00086054341669170843 -2 702.7 SHENDEL AGUDA LEANA MAE 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 4
Lipa 11/22/2022 6.17 CAMILLE CAUSAPIN 6076806 340001517956 5 54 354 00086131541669150833 -2 702.7 WRENCIE BOONGALING LEANA MAE 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 that she will be sending a streaming instruction to the phone number. 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. End of call.
Coaching Opportunities:
================================================================================================================
Call 5
Lipa 11/22/2022 6.00 CARRY MANUEL MAGBUO 6076811 360003053494 4 50 290 00086127181669144887 -2 702.7 VICKY PACZON LEANA MAE 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 how much she needs to settle. The agent verified the account and discussed the billing review. The agent informed the customer she will be sending a text refresh signal so all of the channels will be updated. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response. End of call.
Coaching Opportunities:
================================================================================================================
Call 6
Lipa 11/22/2022 5.35 CHARLES KENETH DE CASTRO 6085809 350003141759 4 59 299 00086114821669151139 -2 702.7 VICKY PACZON LEANA MAE 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 that he will be sending a streaming instruction to the phone number. The agent informed the customer that the payment has been posted. End of call.
Coaching Opportunities:
================================================================================================================
Call 7
Lipa 11/22/2022 6.18 CLARISSE SAMSON 6058960 350003142543 4 53 293 00086092091669153900 -2 702.7 SHENDEL AGUDA LEANA MAE 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 that she was driving at the moment. 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 she will be sending a streaming instruction to the phone number. The agent informed the customer that the payment has been posted. End of call.
Coaching Opportunities:
================================================================================================================
Call 8
Lipa 11/22/2022 5.30 CRISTEL JOY BESARIO 6055509 120010735015 5 3 303 00086039371669170656 -2 702.7 VICKY PACZON LEANA MAE 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 that 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 that she will be sending a streaming instruction to the 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 to 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 9
Lipa 11/22/2022 5.08 DANIEL RESTAR 6066319 360003057121 4 51 291 00086073191669161152 -2 702.7 SHENDEL AGUDA LEANA MAE 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 that he will be sending a streaming instruction to the phone number. End of call.
Coaching Opportunities:
================================================================================================================
Call 10
Lipa 11/22/2022 6.02 DARYL BACOMO 6078847 130029205927 5 43 343 00086093491669135581 -2 702.7 WRENCIE BOONGALING LEANA MAE 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 that she wants to cancel her subscription. qweqwe qweqw eqweqw
Coaching Opportunities:
================================================================================================================
Call 11
Lipa 11/22/2022 6.28 DAVID BERONILLA 6095707 340001519227 4 50 290 00086033261669156271 -2 702.7 VICKY PACZON LEANA MAE 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 that he will be sending a streaming instruction to the 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 12
Lipa 11/22/2022 7.05 DIANA DE OCAMPO 6079164 320011440306 6 32 392 00086037211669151956 -2 702.7 VICKY PACZON LEANA MAE 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 that 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 about the online streaming application. The agent informed the customer that the payment has been posted. End of call.
Coaching Opportunities:
================================================================================================================
Call 13
Lipa 11/22/2022 5.35 DONA VILLARANDA 6091559 360003055117 4 55 295 00086037281669153500 -2 702.7 VICKY PACZON LEANA MAE 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 that she will be sending a streaming instruction to the phone number. The agent informed the customer that the payment has been posted. End of call.
Coaching Opportunities:
================================================================================================================
Call 14
Lipa 11/22/2022 6.35 ELVA ESPIRITU 6035915 130029218710 5 35 335 00086088041669151399 -2 702.7 WRENCIE BOONGALING LEANA MAE 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 that 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 that he will be sending a streaming instruction to the phone number. The agent informed the customer that the payment has been posted. End of call.
Coaching Opportunities:
================================================================================================================
Call 15
Lipa 11/22/2022 6.63 FHIL PATRICK LALUNIO 6018772 350003148143 6 22 382 00086064991669169134 -2 702.7 VICKY PACZON LEANA MAE 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 that he got a new card information. Agent got the new card information using the card masking payment. Agent read the disclosure where the customer provided an affirmative response.
Coaching Opportunities:
Efficiency:
Agent not ready to take the phone call.
Agent could have ensured to readiness to take the phone call.
Offer Features