VIP Call Handling Process
May 2009
AT&T Proprietary (Internal Use Only)
Not for use or disclosure outside the AT&T companies
except under written agreement
What is a V.I.P.?
• Acronym for Very Important Person
• Any notable person who receives special
treatment for some reason (Wikipedia)
• A person of great influence or prestige; a high
official with special privileges (Merriam-Webster)
V.I.P. (AT&T)
• A call handling procedure that aims for the agents to
be script less and use the “user experience question”
UEQ throughout the contact
• Encourages our agents to listen to the customer,
customize the call and partner with the customer
• Encourages our agents to be themselves and follow
general guidelines
Misconception on VIP Call Handling Process
• it is a script
• it is just about the compliance with all the User Experience Questions
• it is just about building rapport
• it is just about resolving the reported issue
• it is the Home Run process
What really is VIP Call Handling Process
and how do we do it?
There are 3 segments of a call where this process is executed:
• Before troubleshooting
• During troubleshooting
• After Resolution
Before Troubleshooting
In order to make it a “VIP experience” for the member, the agent must:
• Restate the symptoms the Member explained.
• Tell the Member what might be causing the problem.
• Empathize!
• Assure the Member that you will OWN and do the best to
RESOLVE the issue
• Inform the Member of the steps to be taken
• Begin User Experience Questions (UEQ)
What is User Experience Question (UEQ)?
• Maintains the natural flow of the call as a conversation.
• Must be done on every call.
• Utilizes the dead air of the call to identify the main and other
pertinent issues of the member.
• Used to avoid future member callbacks.
• PROTECTS agent’s First Call Resolution (FCR).
What are the different UEQ’s?
IPTV
• Are all televisions working properly
with the service and remote control?
• Are you having any problems with
pixilation or picture freezing?
• Are you having any issues with the
sound?
• Are you comfortable with the remote
control and service features?
• Are you having challenges with your
DVR (recording or scheduling)?
• Are you extremely satisfied with your
channel lineup? (Upgrade
Opportunity)
• Overall are you extremely satisfied
with your Uverse TV service? (if no,
what can you do to make it so)
HSIA
CVoIP
• Are you having any issues with
connectivity?
(ONLY if the Member has CVoIP on
the account)
• Are all of your computers
connected and surfing either
Ethernet or Wireless Connections?
• Are you having any issues making
or receiving calls?
• Are you able to send and receive
e-mail through your new address?
(Opportunity to remind of TACR!FT
Survey)
• Are you extremely satisfied with
your internet speed? (Upgrade
Opportunity)
• Overall are you extremely satisfied
with your Uverse Internet service?
(if no, what can you do to make it
so)
• Are you having any issues with
sound quality?
• Are you having any issues with
Caller ID?
• Are you comfortable with
managing your Voicemail?
• Overall are you extremely satisfied
with your Uverse Voice Over IP
service? (If no, what can you do to
make it so?)
NOTE: Timing is crucial when asking these questions.
During Troubleshooting
• Inform the Member of what you are doing as you are doing it.
• Fill dead air with UEQ and mentioning of TACRIFT survey.
• Inform the Member of what you are doing as you are doing it.
• Introduce the member to the User’s Corner located at
http://helpme.att.net/start/
• Introduce the member to the User’s Corner located at
http://helpme.att.net/start/
After Resolution
• Restate the symptoms and issues found
• Restate what was done to resolve them
• Begin UEQ that were not covered during the body of the
call
CLOSING QUESTION: “Are there any other U-Verse products that
I can help you with like your TV, Internet or Telephone?”
Questions?
Thank you! ü