Techs & Trends
Hold Procedure(how you place someone on hold)
Effectiveness(how fast you can resolve the cust issue.)
We also send surveys out after every call to have the customer grade us on our performance.
Avoiding Dead Air. (time where you are not talking - NO MUTE!!!)
Active Communication with the customer.
WATCH YOUR P&P!
Expectations being set (Anything financial or service impacting, such as prorated charges).
Making test calls to the customers device after any type of equipment change to ensure it's working.
A positive initial response to the customer.
A good closing (including the word resolved)
Tone and demeanor
These are just a few of the points AT&T reps are scored on.
oh the joy of remembering how long I could stay in Aux