3. Frustrations with current Tier 2
Epic 4G Touch
The Specs
Unable to see Tier 2 Notes
Long hold times require voicemails
Unclear division between Tier 1 & Tier 2
Hours of operation do not match Tier 1
4. Improvements to Tier 2
Epic 4G Touch
Shared SalesForce Access The Specs
Tier 2 notes will be visible
Voicemail replaced with Callback Queue
Clarified responsibilities
Longer hours
Open all hours and days with Tier 1
6. Guide is on PBWorks
Epic 4G Touch
The Specs
Responsibilities are clearly separated
Don’t try to remember all from training
7. Tier 2 Overview
Epic 4G Touch
Software and Handset Configurations BlueTooth Setup The Specs
Exhaustive RMA troubleshooting Hardware Troubleshooting
Advanced Email Issues Software Troubleshooting
Contact and Calendar Transfer Desktop Software
PC or Mac transfers to phone Battery and OS Troubleshooting
8. Tier 1 Only
Epic 4G Touch
Phone Activations The Specs
Voice Troubleshooting
Data Troubleshooting
Account Inquiry/Maintenance
9. Software and Device Configuration
Epic 4G Touch
The Specs
Tier 1 Tier 2
• Perform all how-to’s • Application troubleshooting
available in PBWorks. • Settings errors
• Perform basic settings
changes
10. RMA
Epic 4G Touch
The Specs
Tier 1 Tier 2
• Process RMA and Battery • Exhaust Troubleshooting
replacement requests • Recommend RMA
• HD Approval no longer
necessary
12. Email Troubleshooting
Epic 4G Touch
The Specs
Tier 1 Tier 2
• Basic email troubleshooting • Email issues unresolved by
• User error basic troubleshooting
• Data connectivity • Advanced questions and
configuration
13. Contact and Calendar Transfer
Epic 4G Touch
The Specs
Tier 1 Tier 2
• Basic Gmail to Phone sync • All Bluetooth and alternate
• Feature phone to feature transfer methods
phone transfers • Smartphone to
Smartphone
• Feature phone to
Smartphone
• Smartphone to feature
phone*
14. Phone to PC Media Transfer
Epic 4G Touch
The Specs
Tier 1 Tier 2
• Basic education on media • Troubleshooting related to
storage and transfer via USB USB transfer
• Alternate methods for media
transfer
15. Battery and OS troubleshooting
Epic 4G Touch
The Specs
Tier 1 Tier 2
• Educate on usage habits • Advanced investigation and
• Basic settings troubleshooting
• Optional features
• Sync settings
• Screen Brightness
16. Bluetooth
Epic 4G Touch
The Specs
Tier 1 Tier 2
• Bluetooth device pairing and
troubleshooting
• Headsets
• Handsfree devices
• Phone to Phone
• Phone to computer
20. General rule of thumb
Epic 4G Touch
The Specs
If clear steps are in PBWorks, it can be
handled in Tier 1
Issues with unclear resolutions should be
transferred
22. Before Transferring
Epic 4G Touch
Tier 2 can not correct network Specs
The
or provisioning issues
Always confirm Voice Service
Always confirm Data Service
23. Transfer Template
Epic 4G Touch
The Specs
Template assists Tier 2 agent
Template is required
Adjusted template included for
Tier 2 transfers during activation
24. Transferring to Tier 2
Epic 4G Touch
Complete notes The Specs
Assign to Tier 2
Leave Case Open
Warm Transfer
27. Transferring to Tier 2
Epic 4G Touch
The Specs
Leave Case OPEN!
This is how Tier 2 will locate the case
28. Make Warm Transfer
Epic 4G Touch
Under 2 minutes
The Specs
No chit-chat, the customer is waiting
Confirm Tier 2 Agent has located the case
Provide additional details if requested
30. Tier 2 Callback requests
Epic 4G Touch
Complete notes The Specs
Set Future Action
Assign to Tier 2
Leave Case Open
31. Tier 2 Callback requests
Epic 4G Touch
The Specs
Complete notes
Use Transfer template
Include with Activation template for
BlueTooth transfers or email setup
32. Tier 2 Callback requests
Epic 4G Touch
The Specs
Set a Future Action Date
BEFORE changing owner
33. Tier 2 Callback requests
Epic 4G Touch
The Specs
Assign to Tier 2 - Pending
34. Tier 2 to Tier 1
Receiving a transfer from Tier 2
35. Reasons for Transfer
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The Specs
Account inquiry following issue resolution
Issue diagnosed as network issue
Recommended for device or battery
replacement
36. Account/Billing Inquiry
Epic 4G Touch
The Specs
Request WAMI account number
Create NEW case
Tier 2 agent will close
troubleshooting case
37. Network Issue or RMA
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The Specs
Request WAMI account number
Create NEW Sub Case
Tier 2 agent will close
troubleshooting case
39. Tier 2 Switchover
Epic 4G Touch
The Specs
New center will be live Saturday, Feb 18th
Do not discuss switch with MCW Agents
Report any hiccups to your Supervisor
Since the implementation of Tier 2, you have voiced a number of very valid frustrations that impact you daily as a Tech agent. At CREDO we recognize these as very legitimate, but lets review the most common challenges we have with the current Tier 2 setup.We are unable to see the notes created by Tier 2 agents. This makes it difficult to know what a customer has done after they have visited Tier 2. Likewise, this forces lengthy transfers, as we have to exchange a great deal of information when transferring to or from Tier 2.Long hold times have been reported frequently by nearly all Tech agents. Customers often refuse to leave a voicemail for a callback and are willing to wait a very long time before getting to an agent. If an agent does not become available, then the customer is required to leave a voicemail with know way to verify that this callback has happened.Knowing where your responsibilities end and Tier 2 duties begin has not been easy, and has required a great deal of guesswork in many scenarios.Finally, Tier 2 closes earlier than Tier 1, making calls late in the day or on weekends more difficult to handle. This is frustrating for you and the customer.You may have additional complaints, but we will not discuss them during this training. Instead, lets look at improvements that are coming very soon.
We are addressing all the frustrations listed.Tier 2 will be using Salesforce, just like you. They will be able to read your case notes and you will be able to see their notes. This makes our lives easier in many, many ways. We will review some of these implications, later in training.Voicemail is no longer going to be used for customer callbacks. Customers that want to speak with a Tier 2 agent will always be able to get through. Customers that want to schedule Tier 2 support for a future appointment will be placed in a Tier 2 callback queue. This works just like your Tier 1 outbound callback queue, and it will be easy to verify that the customer received a callback as requested.We have more clarified duties distinctly by category. We will spend some time reviewing each of these things during training, and these duties are clearly listed in PBWorks as well.Longer hours are being implemented. In fact, Tier 2 is now open more hours than the Tier 1 centers. You will never have to tell a customer that Tier 2 is unavailable at this time.
Everything we discuss will be listed inPBWorks so you can view it anytime you are unsure. There are too many subjects to memorize during this training. Refer to this guide as much as possible until you are clear on which department handles which responsibilities.Each category is listed by Tier 1 and Tier 2 and specifics are listed for each role.
This is a huge list of Tier 2 responsibilities. We will breakdown each one of these categories and discuss which center handles which aspects of each.
There are some Tech calls and issues that will never be transferred. All things network related must be handled by Tier 1. Activations and provisioning require access to tools and systems that Tier 2 does not have access to. Neither are they trained in handling network issues. This is true for Account and billing issues as well. Only you have the tools and training to handle these issues.
You will notice that HD approval is no longer required for device or battery replacements. This change has been made because we now share SalesForce. Tier 2 troubleshooting will be recorded, and they can easily be held accountable for misdiagnosed RMA’s. They will only recommend the RMA to Tier 1. It will be Tier 1’s responsibility to process the replacement correctly in the system.
You will notice that Tier 2 can now handle smartphone to feature phone contact transfers. This is not a common customer request, but they will now accept these requests. It is important that you understand and warn the customer that these transfers are not always successful, though we are happy to assist them in attempting the transfer.
Note that all Bluetooth device setup and troubleshooting is now handled by Tier 2. You do not need to attempt guidance of Bluetooth device pairing or troubleshooting, and all calls regarding this must be transferred to Tier 2.
Note that speaker/sound issues can often be misreported network issues described as sound quality problems. You should do some basic network investigation before transferring sound issues to Tier 2.
All desktop applications that connect to a phone should be transferred immediately to Tier 2.
This is a long list and will take some time to learn, but there are some simple rules that can help you. If there are currently clear troubleshooting or how-to steps on PBWorks for a specific issue, you should follow these steps first. If the issue is not listed or troubleshooting on the site does not achieve issue resolution, then your call should be transferred to Tier 2.
If the customer’s issue is caused by network-related problems, then the Tier 2 rep will not be able to resolve the issue and will have to transfer the customer back to Tier 1.Does this mean you have to do a test call and data test before any transfer? A customer’s confirmation is fine, but you must ask. Are you able to make phone calls? Are you able to browse websites without WiFi? Often times customers will report an issue while forgetting these details. If these things are not made clear during the customer‘s descritpion, they must be confirmed before every transfer.
Two minutes on hold feels like a lifetime to a customer. The callback number, the issue and troubleshooting that you’ve attempted will be included in the template. The Tier 2 agent will only need the customer name to locate the case. You need to only confirm that the Tier 2 agent has located the case and have no additional questions.For this reason, your case needs to be completed and saved BEFORE you begin the warm transfer. If you are still learning to fill out a case while speaking with a customer, it is better to keep the customer on the phone with you before you transfer. Do not place them on hold or begin the transfer while you fill out the case. Let them know you are adding some information to help the Tier 2 agent, and if needed, ask them about the weather or ask another friendly question, so they do not feel ignored while you complete the information. Our primary concern is that the customer does not feel ignored or frustrated by silence. You will find this keeps the customer in a much more pleasant mood while we help them deal with a difficult problem.
The Tier 2 switchover will take place on Feb 18th. This is being done on a Saturday so that call volume is low while we adjust to the change.MCW is aware of the switch, but you are not to discuss their departure while transferring calls. This is an issue of professionalism. You are speaking for CREDO when talking to outside centers, and we do not want this discussed on warm transfers. Non-compliance with this request will be taken very seriously.The new phone number will be available on the PBWorks Tech home page, in the same location as the current MCW transfer number.Any challenges or confusion experienced when transferring to Tier 2 should be shared with your supervisor.
