The 14 Day Customer Card CCT Guide

Transcription

1 The 14 Day Customer Card CCT Guide Leaving the 14DCC with the customer You are responsible for providing the customer with the 14DCC upon completion of a field task on an ADSL, ISDN or PSTN service. You must explain the purpose of the card to the customer and the hours of operation. You can also provide a web SMS if you are unable to leave the card with the customer. Note: do not provide your mobile number on the 14DCC, only provide your TIPT number. Before you clear the job you need to enter a code to indicate that you have left a card or sent the customer a SMS: Install Tasks: To indicate that the 14DCC has been left or an SMS sent to the customer, your completion comments must include: 14DC (where card has been left) 14DSMS (where SMS sent) Fault Tasks: Provide all application codes that indicate the location(s) and cause(s) of the fault and should be used as the Actual clear code(s). Also provide the following code: TE8ZX (to indicate card provided or SMS sent to the customer as the last code applied) When can a 14DCC be left? Yes, you can leave the card. Current PSTN, ADSL or ISGN service. Had first fault reported via Telstra FOH that required a field visit. Have a SIIAM fault case, on the FNN being reported, that was closed within last 14 days and now reporting another eligible fault. No, don t leave the card Telstra wholesale customers. Priority assistance services (e.g. medical). TE&G and managed customers Inactive services. Open / active PSTN SIIAM case in a queue or parent case. Page 1 of 8

2 Customer contacts CCT You will manage call-backs from customers within 14 days from the initial field visit and take ownership of the customer. Customer calls will only be transferred to your mobile from 8am 4.30pm on weekdays. Outside of these hours the calls will be managed by the 14DCC Co-ordinator or the customer will be able to leave a voic message that is ed to you for action during the next business day. When a customer contacts you, the conversation must be recorded via the 14DCC record a conversation form even if you are not required to revisit. Therefore, the first step is to ask the customer for their FNN and open the 14DCC record a conversation form in CRUX. It is a regulatory requirement that this form be completed within two hours of contact with the customer (ideally this form should be completed while on the phone to the customer)/or before 5pm on the day of contact. If you have any difficulties in accessing the form, ring the local 14DCC Co-ordinator and provide all the necessary details within two hours of speaking with the customer. To record a conversation/create a new TOW Log on to your Toughbook Click on CRUX icon Click on 14 Day Customer Card Click on Record New Conversation Enter the customer s FNN and click Go Establish if the customer is a Priority Assist Customer (note the system will advise if the customer has previously been confirmed as a Priority Assist Customer). If customer answers Yes to being a Priority Assist Customer (e.g. medical priority), advise Do you or someone living at the premises have a diagnosed life threatening medical condition that can be verified by a medical practitioner? As you have indicated that you may be eligible for Priority Assistance service, I need to ensure your fault report Page 2 of 8

3 customer to contact a consultant on If customer answers No to being a medical priority, click No The following screen displays last visit details, previous conversation history and task history of the TOW. receives the appropriate priority. You will need to contact one of our consultants on who will make those important changes Joe Smith 123 Street Rd, Melbourne Joe Smith If the previous visit was in excess of 14 days, the customer will need to contact a Telstra consultant. The suggested script (to the right) can help you to have the conversation with your customer. Note, Appointment requests submitted in this instance will result in Workforce Deployment contacting the customer to cancel the appointment and directing them to FOH. If the previous visit was within 14 days advise the customer of isolation test requirements. Additional tests and diagnosis to ascertain the cause of the fault may be required. You should also check for any outages that may be affecting the customer. If able to resolve the customers issue on the phone, then go to Did you fix the fault? and select Yes Record Conversation Only. I can see that it is over 14 days since our previous field visit. It is likely that the current fault is not related. To ensure the fault is thoroughly investigated could I ask you to ring and they will be able to assist you further and ensure that your fault receives the appropriate priority. Check for outages via: Telstra.com Network Outage Page Telstra Wellness Page If enquiry is out of scope (i.e. billing) advise the customer that you can transfer them to the Customer Support team or they can contact them directly by calling Out of scope enquiries should still be captured on the webform by selecting No out of scope and include comments if you have passed the customer to the Customer Support Team. Page 3 of 8

4 If unable to resolve the customers issue on the phone and a field visit is required to conduct further fault restoration activities then select No Visit Required If you need to go back to the customers site, you need to select No visit required When you do this, a number of additional fields will appear, including a drop down for Preferred Appointment time and several other fields. Please complete the following details on the form to enable a new TOW to be created: Select an appointment time from the drop down list, or a later time as agreed with the customer. Advise the customer that if the fault is found to be in their privately maintained equipment or wiring an incorrect call out fee may apply. Select if the service is unworkable. Offer diversions for home phones where the service is unworkable. Confirm contact name and number from previous TOW (use Copy button to auto populate). Add any notes or comments regarding if diversions were offered and accepted or rejected. Click Send to send the webform. When finished, click on the Check button. This will identify any sections which have been missed. Click Send to submit the form. Page 4 of 8

5 Technical work instructions Definitions The 14 days are calendar days (two weeks) from the date of the previous task. The definition of customer in this document is someone that is the legal lessee of the service, an authorised representative that appears on the customer account, or someone calling on behalf of the customer. The CCT needs to respond to the customer call and submit a valid webform to the coordinator (via CRUX) to enable a SIIAM record to be created within two hours to comply with CSG regulatory requirements. All conversations with customers must be recorded via the 14DCC record a conversation form even if the CCT is not required to revisit. Using the TIPT service Answering a call from TIPT Incoming call from TIPT Select answer on your phone Prompt says Please press any key to continue press any key to answer the call To end the call, just hang up. TIPT Messagebank The TIPT service has been configured to send a call notify to your Telstra address when a customer calls and to send an with the voice message attached (wav file) when a customer leaves a voice message. The voice message will be automatically deleted from the TIPT messagebank once the is sent. The local 14DCC Coordinator will be copied into the voice message to assist with managing calls to customers. Returning a customer call If a customer calls and you are unable to answer the call at the time, there is a two hour window within which you need to respond. When returning a customer s call, you can block your mobile number via the mobile handset and if leaving a message on the customer s phone, provide the TIPT number as a return phone number. Page 5 of 8

6 Web SMS setup The 14DCC can be left with the customer as either the paper card and/or sent to the customer via SMS. To send a web SMS complete the following steps: Click on this link and add it to your favourites Enter full employee number. On your first login, click the Log in button and set up a password to use for future logins. Click on the drop down box Signature and it will default to your name and phone number. Change this to Please do not reply this is an automatic message. Copy and paste this message into the text field Enter the customers mobile number into the Mobile field on the left and click Add Hi. Its <enter your name> from Telstra / ISGM. I worked on your Telstra service today. For the next 14 days you can contact me directly on <Enter your TIPT #> between weekdays if you have problems with your service. Please contact if you need to speak to someone URGENTLY or somebody at your premises has a life threatening medical condition and whose life may be at risk without access to a working telephone. Page 6 of 8

7 Click Send SMS now and you will receive a message advising Your message has been queued to be sent. You can use this message again by highlighting it in the History panel and click use. Page 7 of 8

8 Frequently asked questions Q. When do I leave the 14DCC with a customer? A. The 14DCC should be left with retail customers at the completion of a job for both installation and fault restorations. Q. What happens if I don t answer the phone? A. If you are unable to answer the phone or your customer calls outside of 8am-4.30pm weekdays the call will go to your TIPT voic box. All voic s will be ed to your Telstra address as a voice file and the 14DCC Coordinator will also receive a copy of the voic . Q. Will I receive calls on my mobile in the evenings or on weekends? A. No, if your customer calls outside of 8am-4.30pm weekdays the call will go the local TIPT contact number and will divert to a RVA advising the correct number to call for any urgent issues ( ) or allow for a message to be left and returned the next weekday. All voic s will be ed to you as a voice file and not directly to your mobile. Therefore, you will not receive customer calls on your mobile phone outside of 8am-4.30pm weekdays. Note, if you work different days or times please contact Sarah Reddan who can amend your TIPT diversion accordingly. Q. What happens to calls when I am on leave? A. If you are on leave your TIPT calls will be diverted to the 14DCC Co-ordinator. Q. What if the customer has a query unrelated to the task I performed at their site, for example a billing issue or a fault with another service? A. If the customers issue is not of your control you can transfer the customer to the Field Customer Support Team ( ) and/or provide the customer the number. The Field Customer Support Team is a team dedicated to assisting you and your customers. Q. What if I run out of 14DCCs? A. New notepads can be requested through Team Managers. More Information As with any new initiative, we are sure you may have questions. We have developed a short video that goes through our 14DCC process and may help with some of your questions. For all questions please contact Sarah Reddan our NPS Co-ordinator: sarah.reddan@isgm.com.au or Page 8 of 8