Alorica Global PowerPoint Template

[Audio] Hello and welcome to DirectTV Direct Sales. Before you begin taking in calls, it is essential that you are fully aware of the Guidelines that our Clients have set regarding the quality of our customer interaction. These standards are met through constant validations and audits. Today, we will discuss how our QA team uses the scoring guidelines to audit your calls..

[Audio] In Alorica, we hold ourselves to the highest standard. We are accountable for our actions. We do the right thing – even if no one is watching, or in QA's case listening! The importance of meeting the Quality Guidelines is reflected in Alorica Core Values that's why we hold the same amount of regard to the Quality of our calls. Our team conducts QA Talk to discuss client and company guidelines to ensure that agents will adhere to proper call handling and procedures, assessing it through call listening..

[Audio] To start Let us introduce the Centralized Quality Team Organizational Chart Our QA Director Miss Divina Gracia Lagman Our QA Manager Miss Angeli Faye Lapitan Our QA Supervisor Miss Jennifer Soriano.

[Audio] Also, our Quality Assurance Associates Pauline Grace Almario Donilita Fajilan Lovely Carmina Conde Anthony Fontanilla and Symon Viado.

[Audio] Now, let's jump right into today's agenda. In this video, we will go through the QA overview process. We will also talk about all the components of the Quality form as well as the Quality Guidelines where we will discuss the expected behaviors on each so you can ace your calls. At the end of this session, we will open the discussion to your questions and comments. Make sure to have your notepads for any clarifications you may want to ask..

[Audio] Let's get started!. Icon Description automatically generated.

[Audio] The QA Process basically covers four steps. These are random call selection, listening and scoring, reporting and analysis, and communicating results to partners..

[Audio] We are currently using Verint in listening to calls but are slowly transitioning to Genesys..

Genesys. Interactions Interaction Transferred INTERNAL Multiple EXTERNAL @ Los Angeles CA @-96 Irrvrovnq RECORDING START TIME sat. June 17.2023 PM Add Annotation PROGRESS 0m OOS / 45m 09s 1 of 2 Details Timeline Quality Summary Transcript Audit Trail Annotate Trmscribed by Genesys Events: Topics Positive Diakct • en-us Los Angele CA • Pined Propm • Unknown RECORDING END TIN sun, June 18, 2023 12:1236 A Wtedule Coachhg Negative 00:33 00:33 00:34 oo..26 0029 o o o O O o Greeting Build Rapport Greeting Checking Status Express Empathy O O How can I help Thank you so much for calling direct TV MY name iS Shantel. Ill be the agent assisting you today you? i dont even know how all of that works em communication I ssue 01:05 02:22 05:10 10:32. Here is how Genesys looks like

[Audio] During random call selection, an auditor whom we may also refer to as a QAA picks a random call from the pull of recordings available for a particular agent. All call types are being monitored and no cherry-picking is being practiced. Calls within the same week are audited. This means an auditor may not backtrack from the previous week. This ensures that audits and recommendations are timely and that they remain relevant. Lastly, each audit shall have an interval of 24 to 48 hours to provide a leeway to the Team Managers to allow necessary coaching to happen..

[Audio] Meanwhile, when listening and scoring the calls, an auditor examines the interaction by tuning in to the important details. The auditor uses the QA form to rate all items and provide feedback to justify the ratings that were given. These audits are then posted in SharePoint which is the platform that Alorica uses to consolidate audits. If deemed necessary, critical callouts may also be sent to alert the supervisor of a concerned agent..

[Audio] After listening to and scoring agents' calls, all data are loaded in SharePoint. The data are then processed and compiled into a single report. The QA report gives us a deeper view of our overall performance as it shows scores, trends, and focus behaviors. Each line item is being examined and through this, outliers are being identified. Focus groups are also generated and carefully look at. All this information is analyzed to reach a conclusive recommendation that our partners may use for performance improvement..

[Audio] It is only natural for all these findings to be delivered to its end users which are our Operations partners. After going through this thorough audit process, we now report and communicate the results through our comprehensive Quality Performance Dashboard. This dashboard can provide the Team Managers with a good view of how they can coach their agents and callout outliers. We are also able to aid in coming up with actionable items through this report. Part of our communication with the operations is doing client and internal calibration sessions on a weekly basis where we listen to a specific call and discuss all went wells and even betters. We also ask your team managers about their action plan on how to improve agents on their calls..

[Audio] Here are the Evaluation Requirements Nesting Period lasts for 10 days, and each Nester will receive 2 evaluations per week depending on the call availability. Each Tenured Agents will receive 6 evaluations per month..

[Audio] Dispute Process Dispute is the process of challenging the score given by the QAR to the agent. Agents are given the ability to dispute their evaluation by following the dispute process. Disputes should be filed within 24-72 hours from the time the evaluation is created. The Quality Team is also expected to respond to all disputes within 24-72 hours upon receipt of dispute. A dispute template shall be furnished, stating why score should be overturned. •First level dispute can come from any of the leader in Operations e.g., Team Lead, OM or SOMs. •The QA who audited the call will review the dispute and provide feedback within 3 business days from the date the dispute was received and send it back to Ops •If the response was not accepted by Operations, Both OM and QA Supervisor will validate the call dispute •If the second response was still not accepted by Operations, QA Team will respond to say that the case will be escalated to the client •Final decision from the client will be communicated via email to close the dispute case •Meeting may be set up once client's decision is received.

[Audio] Quality Form Components. At Direct TV, we are mobilizing the world to work for customers like never before. With every hello, and I can help you with that, Direct TV makes each customer experience better than ever. Here is how you can make The Promise real for every customer you meet. There are 6 Experience Behaviors that we must follow as a guide for an effective call flow adherence. • GREET • UNDERSTAND • RECOMMEND • CONFIRM • EDUCATE • THANK.

[Audio] Here is the most updated call flow.. Call Flow.

Call Flow. Greet the Customer with a Warm Welcome • Start your conversational integrated discovery questions • What are some of you and your family's favorite shows and movies? What streaming services do you and • your family use- such as Netflix or YouTube? Do you have a current TV provider? • Who is your current internet provider? (Ask speed) • existing AT&T internet customer • Tellme how you and your family use your home internet (video games, work from hme, smart devices)? How many TVs would you like to • connect? a device foreach TV) • If answers to the above indicate DIRECTV Via internet is not the right fit. ask the below: Are you able to have a satellite service at your home? Thank for calling DIRECTV this Is NAME, how may I help Icanhelpyouwlththatl Who do I have the pleasure of speaklng with today? lamsogwyougaveusacall. I am going to ask you a few questions, so we ensure you get the best experience Has internet speed of 25+ mbps Internet speeds under 25 mbps Based on what you told me I recommend our DIRECTV Via Intemet Ultimate package because it includes au your favorite channels like (insert channels learned from discovery). I will also provide you with a special offer where you can get our premium channels at no cost for the next 3 months. That's a $150 value! This includes Starz. Showtime, Cinemax. MGM+. and HBOMax which always has new and exciting shows and movies. This includes unlimited hours of our cDVR service. I am also including our Gemini device that comes with instant on so you never have to find or switch your inputs. and can pause. and rewind live TV. It also comes with a Google Voice assistant remote, where au you need to do is talk into the remote and it will change the channel. find your favorite shows, and open apps like Netflix. YouTube, music. and more just by using your voice. (Discuss additimal personalized benefits) Your first Gemini device is of no charge. Each additional device is only $10 a month for 12 months for well qualified customers. The best part is your price is locked in for 2 years! Lees get you started. (Present Package Pricing) Based on what you told me I recommend our DIRECTV Via Satellite Ultimate package because it includes all your favorite channels tike (insert channels learned from discovery). This Will allow you to Experience the best Of live TV. On Demand. and 800 hours of DVR storage; gives the most sports channels and can provide you 4K TV (INSERT PERSONALIZED BENEFIT). I also have a special offer for you today where you can get our premium channels at no cost for the next 3 months. That's a $150 value! This includes Starz. Showtime, Cinemax, MGM+. and HBOMax Which always has new and exciting Shows and movies. Betore the 3 months are up. just give us a call and let us know whiCh channets you want to keep. I will atso set you up with Paperless Billing and Auto Bill pay tor an additional $10.00 Off each month. The great news iS when you Sign up today. I can IOCk your pricing in tor the next 2 years! Let's get you started! (Present Package Pricing) 02023 DIRECTV. DIRECTV and au other DIRECTV marks are trademarks of DIRECTV. LLC. Set expectations, Recap, Read all disclosures Watch Now -If you have a Flrestlck or Roku, you can download the app to your M (If doesnt have the devices above have download on phone) Give a Genuine Warm Goodbye "Thank you for being a valued DIRECTV customer" D:RECTV.

Call Flow. Greet Custorrv Mth a Warm Welcome • Start your conversational integrated discovery questions • What are some of you and your family's shows and What streaming services do you and • your family use- such as Netflix or YouTube? Do you have a current TV provider? • Who is your current internet provider? (Ask speed) • If Ngran existing AT&T internet customer • WI me how you and your family use your home internet (video games, work from hme, smart devices)? How many TVs would ymj like to • connect? foruch TV) • If answers to the above indicate DIRECTV Via is not the right fit. ask the Are you able to have a satellite service at ywr home? Thank for DIRECTV this Is NAME, how may I help Icanhelpyouwlththatl Who do I have the pleasure of speaklng with t"ay? am going to ask you a few qußtlons, so we ensure you get the best experieme Has internet speed of 25+ mbps Internet speeds under 25 mbps Based on what you Wd me I recommend our DIRECTV Via Intemet Ultimate package because it includes au your favorite channels like (insert from discovery). I will also provide you with a offer where you can get our premium channels at no cost for the next 3 months. That's a $150 value! This includes Starz. Showtime, Cinemax. MGM+. and HBOMax which always has new and exciting shows and movies. This includes unlimited hwrs of our cDVR service. I am also including our Gemini device that comes with instant on so you never have to find or switch your and can pause. and rewind live TV. It also comes with a Google Voice assistant remote, where au you to do is talk into the remote and it will change the channel. find your favorite shows, and om apps like Netflix. YouTube, music. and more just by using your voice. (Disctm additimal personalized benefits) Your first Gemini device is of no charge. Each additional device is only $10 a month for 12 months for well qualified customers. The best part is your price is locked in for 2 years! Lees get you started. (Present Package Pricing) Based on what you told me I our DIRECTV Via Satellite Ultimate package it includes all your favorite channels tike (insert channels learned from discovery). This Will allow you to the best Of live TV. On Demand. and 800 hours of DVR storage; gives the most sports channels and can provide you 4K TV (INSERT PERSONALIZED BENEFIT). I also have a special offer for you today where you can get our premium channels at no cost for the next 3 months. That's a $150 value! This includes Starz. Showtime, Cinemax, MGM+. and HBOMax Which always has new and exciting Shows and movies. Betore the 3 months are up. just give us a call and let us know whiCh channets you want to keep. I will atso set you up with Paperless Billing and Auto Bill pay tor an additional $10.00 Off each month. The great news iS when you Sign up today. I can your pricing in tor the next 2 years! Let's get you started! (Present Package Pricing) 02023 DIRECTV. DIRECTV and au other DIRECTV marks are trademarks of DIRECTV. LLC. Set expectations, Recap, Read all disclosures Watch Now -If you have a Flrßtlck or Roku, you can the app to your M (If doesnt have the devices above have domod on phone) Give a Genuine Warm Goodbye "Thank you for being a valued DIRECTV customer" D:RECTV.

[Audio] Here are the guidelines for you to get a YES on this category • Did the agent open the call on a timely manner? - You are expected to answer the call within 10 seconds • Did the agent greet the customer with a friendly, genuine hello? - Tone of your voice should be upbeat and enthusiastic. • Did the agent make it personal? - Make sure to introduce yourself, ask the customer's name and make sure to use it throughout the call • Did the agent demonstrate an "I can help you with that" attitude? You should remember that this line item covers the way agents interact with customers from the beginning of the call until the very last moment. Always remember that conversations should be solution-based. • Did the agent set the stage for discovery? - You should use this suggested verbiage when setting the stage for discovery "I am glad you gave us a call. I am going to ask you a few questions, so we can go over your options to ensure you get the best value." Failure to display the said guidelines will result to a NO score..

[Audio] Next category is "UNDERSTAND". Always ask insightful questions to understand each customer's Wants, Interests, and Needs. Make a connection and build rapport with the customer by asking open-ended clarifying Progressive Discovery questions based on their request, Wants, Interests, and Needs or what we call (WINs). Find the answers to who, where, and how our customers work, live, and play, while avoiding periods of silence—thereby decreasing your Average Handle Time (AHT)! For you to get a YES score, you should ask all effective required discovery questions based on the MOST UPDATED CALL FLOW provided. Dig deeper and ask follow up questions based on the customer's answers. To start your conversational integrated discovery questions, here are the questions you must ask the customer: "What are some of you and your family's favorite shows and movies?" "What streaming services does the customer use - such as Netflix or YouTube?" "Do you have a current TV provider?" "What kind of sports you and your family enjoy watching?" "How many TVs customer would like to connect?" "Are you able to have a satellite at your home?" "Who is your current internet provider?" "Is your internet speed over 25mbps higher?" • Ask follow-up questions If you missed asking progressive discovery questions based on the call flow, did not dig deeper, failed to ask follow-up questions, or failed to take control of the call and did not follow the call flow at all, it will result in a NO score..

[Audio] On the Recommend category, the following guidelines should be observed: Agent should use interest-generating transition statement: "While I am completing, based on what you've told me..." Recommendation should be personalized and right fit for the customer during what we've learned the discovery phase. Agent must make one solid personalized integrated solution (recommendation) that meets current and future needs, exceeds expectations, and adds value to the customer experience. Agent should utilize the right tools and systems to address the customer's concerns/questions and to ensure tailored recommendations. Agent should accurately identify offers relevant to the customer's WINs. Agent must tie in the feature that will benefit the customer based on clues uncovered in building rapport and progressive discovery You will get a YES if you Engage to sell, meaning you use the suggested verbiage based on the current/new call flow. Tie-up resolution based on your discovery questions and make sure to utilize suggested verbiage to transition from discovery/probing to recommending the appropriate personalized solution. Sample verbiage "Based on what you've told me…" For recommending the correct package to the customer. "While I am completing, you told me earlier… and based on what you've mention, I have the perfect solution for you." You will be given a score of NO if you failed to utilize suggested verbiage based on the new call flow, recommend the appropriate package based on discovery questions, tie up benefit based on discovery and if you failed to use transition statement from discovery..

[Audio] Confirm – You should answer any questions or concerns clearly and simply Overcome objections - Answer any questions or concerns clearly, check for understanding before moving on. • Understand—Acknowledge the customers objection. • Personalize—Relate to the customer's underlying objection. • Overcome—Answer the customer's concern by bringing a resolution to the objection and showing benefits/value. • Close—Assumptively close the sale and continue to overcome objections as needed answering questions clearly and concisely. This is how the QA team rate your ability to overcome objections: Weak – generic, basic and not specific, for example "Are you sure?", "Well, this would be a good saving for you to consider" Medium - attempted to personalize and redirect solution with value and benefits but not done in a confident manner. Strong - displayed value and benefits making it genuine and personalized to what the customer was stating. Executed with confidence with a strong attempt to make a sale. NA - did not attempt to overcome objections.

[Audio] Another category under CONFIRM is maintaining a positive tone of your voice throughout the call. Here's what you should do: Always maintaining a Positive "I can help you with that" attitude Tone Driven". Always maintain a positive, helpful and respectful attitude throughout the call..

[Audio] Always anticipate future needs and educate the customer as appropriate Don't forget to educate the customer as appropriate and always inform them about the following to get a score of YES Educate the customer on their initial bill, promotions & Reward Cards/Closer Coupons (where applicable). Educate the customer about the installation expectations, inform the customer about the promotional end date, and educate them about the cancellation process as well. Set proper expectations for installation (via satellite) or delivery of devices (via internet) Inform the customer about Watch Now Do a walk-through on how the customer can download the app to their TV or smartphone.

EDUCATE. Genuine and warm Goodbye. Always give the customer one final opportunity at remembering any last needs before conversation ends. sincerely thank the customer for their business. A sincere, natural expression for choosing DIRECTV. keep his/her final goodbye upbeat, simple and personal while branding DIRECTV..

[Audio] Now let's have some Q and A. Hopefully not too many questions! >_<.

[Audio] This ends today's discussion. Now you are ready! Before you go ahead and hit the phone we want to know if you have any comments, questions, clarifications, or even jokes. Don't keep them to yourselves. Thank you for your time and we hope you learn all the essential things you need to know when taking calls. We are looking forward to hearing more quality calls from you. Please feel free to reach out to our team using this distro: [email protected].