Call Flow
The Perfect Call Generator allows agents to deliver the best customer service experience by: * Being themselves * Following general guidelines, not verbatim scripts * Personalizing the call * Partnering with the customer
The intent of the Perfect Call Generator is for agents to be smart, friendly, and fast to provide best-in-class customer support:
Smart
Agents use the information at their fingertips (e.g., product configuration, customer tenure, and technical skill level) to anticipate the individual customer's needs and adapt accordingly.
Friendly
Agents listen to the customer and customize the call, not simply follow scripts. Each customer is different; each call has its own "color" and "tone."
Fast
Agents value the customer's time and ensure that all issues are resolved in a timely manner.
In the Perfect Call Generator, agents have the flexibility to customize the call while navigating through the eight phases of every call to ensure customer satisfaction.
Opening
Open the call by doing the following: * Brand the call AT&T. * Identify yourself by name, and greet the customer by name. * Verify the number reported by the IVR or the customer. * Include an offer to help.
Avoid:
* Adding a phrase like, in order to provide you excellent service * Gathering information before the customer has explained the issue
Sample scripting:
Tier 1 and Tier 2: Thank you for contacting AT&T. My name is [Agent's Name/ID]. May I have your name, please? Thank youMr./Ms. [Customer Name]. May I have the billing account number or telephone number associated with the account you are calling about today? How can/may I help you today?
Assure Customer
Assure the customer of understanding and ownership of the issue: * Express genuine, relevant empathy. * Restate the issue. * Take ownership. * Give a game plan. * Convey respect and value the customer's time. * Express a personal commitment to resolve the issue.
Sample scripting: *
The intent of the Perfect Call Generator is for agents to be smart, friendly, and fast to provide best-in-class customer support:
Smart
Agents use the information at their fingertips (e.g., product configuration, customer tenure, and technical skill level) to anticipate the individual customer's needs and adapt accordingly.
Friendly
Agents listen to the customer and customize the call, not simply follow scripts. Each customer is different; each call has its own "color" and "tone."
Fast
Agents value the customer's time and ensure that all issues are resolved in a timely manner.
In the Perfect Call Generator, agents have the flexibility to customize the call while navigating through the eight phases of every call to ensure customer satisfaction.
Opening
Open the call by doing the following: * Brand the call AT&T. * Identify yourself by name, and greet the customer by name. * Verify the number reported by the IVR or the customer. * Include an offer to help.
Avoid:
* Adding a phrase like, in order to provide you excellent service * Gathering information before the customer has explained the issue
Sample scripting:
Tier 1 and Tier 2: Thank you for contacting AT&T. My name is [Agent's Name/ID]. May I have your name, please? Thank youMr./Ms. [Customer Name]. May I have the billing account number or telephone number associated with the account you are calling about today? How can/may I help you today?
Assure Customer
Assure the customer of understanding and ownership of the issue: * Express genuine, relevant empathy. * Restate the issue. * Take ownership. * Give a game plan. * Convey respect and value the customer's time. * Express a personal commitment to resolve the issue.
Sample scripting: *