eom report

START

As of 06/23/2023

QUALITYINSIGHTS

HIGHLIGHTS

Onboarding

Extra Mile

Build Connection

Lifestyle Questions

Experts showed their urgency and created value resulting getting the buy in of the customer along with appreciating customer's effort in calling

Experts demonstrated onboarding process in a consistent way to make sure that all information and expectations are being delivered to our customer after making a successful sale

Experts understood and absorbed customer's concern by asking the right clarifying questions resulting to them highlighting the FABs of what the customers needs

Expert displayed rapport and initiating strong connection with customers by the use of move-forward statements and empathy to diffuse customer's frustrations

TOTAL CALLS AUDITED

808

688 SUCCESSFUL SALES

85%

• 469 calls audited tagged as Prospect Customers

• Only 219 calls observed under existing T-Mobile customers are successful sales

• 120 of calls are under existing sprint customer

• 350 Audits from Quality owning clusters

SPRINT CUSTOMERS

EXISTING T-MOBILE CUSTOMER

PROSPECT CUSTOMERS

15%

27%

58%

Top call driver observed were Account Activation including AAL and MI Activation where as we can correlate to our experts the importance of right-fitting the customer's needs by asking the right insightful questions.

TSP CALL TYPES

Total Calls Audited

145

HOME INTERNETREVIEW

20

HSI LITE REVIEW

10

• 66 calls audited tagged as VALID SALES

• 19 Sales were tagged as invalid due to
• Inaccurate Information
• Possible Mistreat
• Call avoidance
• Possible Fraud

• Additionals Reviews
• Digits
• HSI & HSI Lite

DIGITS REVIEW

INVALID SALES

VALID SALES

30

22%

78%

Most Experts were identified to inform customers with accurate information regarding their orders in order to avoid confusion to our customers. Few experts provided misleading information

SALES AUDITS

11%

15%

49%

HESITATION ON UP FRONT COSTS

MISROUTED CALLS | STORE REFERRALS

NEEDS MORE INFO | HAS TO TALK TO FAMILY MEMBER

NO SALE REASONS

CUSTOMER OBJECTIONS

28% OF CALLS WHERE CUSTOMERS WHO WILL JUST CALLBACK OR AGREED TO BE CALLED BACK

15% DROPPED CALLS - DEAD AIR | CANCELLED ORDERS SAME DAY

20% NOT ABLE TO OVERCOME CUSTOMER'S HESITATIONS

TSP CONVERSION

Most experts failed to overcome hesitations calls where experts failed to close a sale due to creating own hesitation | Afraid of rejection Total # of Unsuccessful Sale :120

Behavior Identifiedaffecting No Sale

Lowlights

• Opportunity in reinforcing our self-help options – T-Mobile.Com or T-Mobile Tuesdays – to get the customer’s trust and excitement
• Opportunity in experts as they fail to use their unique signature responses leading to sounding like a T-Mobile Expert
• Should verbalize on the call specific to the signal coverage that the customer will get

Highlights

• Having a two-way conversation where they connect with the customer to sound more engaging and excited
• Improvements on experts telling the network of story to our customers to add value and importance
• Display review and recap to ensure customers understood their transaction -

73%

70%

96%

50%

86%

SHOULD MAKE SURE TO CHECK BYOD COMPATIBILITY

30%

TENDS TO OMMIT INCOMPLETE ONBOARDING ADVISEMENTS

27%

STAY CONNECTED

PROBLEM SOLVED

GUIDE THE PURCHASE

EXPLORE AND DISCOVER

MAKE IT PERSONAL

BEHAVIOR PER PARAMETER

SHOULD EXECUTED MOVE FORWARD STATEMENTS

4%

ASKING SOLID DISCOVERY QUESTIONS WERE DISPLAYED

50%

FAILED TO SET AGENDA TO OUR CUSTOMERS - LACK OF AER

14%

SALES CALL OBSERVATION FORM

ATTACH RATE

Most experts pitched Go5G to align with customer's lifestyle. Strong comparison with customer's current provider was identified effective as they have highlighted the savings that the customers will benefit in the long run

GO5G

39% experts failed to offer Protection 360 which may correlate to being afraid of rejection. 56% of experts offered by providing FABs after asking the WINs of our customers by asking the right insightful questions in order to discuss to them why they need insurance on their phones

PROTECTION 360

NPS per Community

• Highlights
• Consistent with providing advisements
• Making sure to always do account/order verification before providing or fulfilling any request
• Maintaining good/friendly tone of voice
• Representatives are consistent with showing assurance of help
• Lowlights
• Some representatives fail to ask personalized discovery questions to deeply understand why customers are cancelling/returning orders.
• Some representatives failed to sound enthusiastic to show willingness to help - along with acknowledgement and empathy statememts
• Top Call Drivers
• Return Device - 31%
• Device Exchange / Order Cancellation - 16%

Insights

NET PROMOTER SCORE

FEBRUARY

Data extracted on 07/03

11.29%

NPS per Community

Insights

NET PROMOTER SCORE

FEBRUARY

Data extracted on 07/03

70.67%

NPS per Community

• Lowlights from Detractors

o Opportunity in setting proper expectations specific to porting, shipping and bill expectationso Misleading / Inaccurate Information – failure to check customer’s understandingo Delayed chat response

• Insights from Passives

o Providing brief and concise explanation (customers do not want to stay on chat conversation too long)o Lack of T-Mobile BrandingTop reasons as to why it became a detractor as per customer verbatim: -Shipping/Porting/Billing Expectations - Misinformation (failure to check if there are confusions on customer’s side)

Insights

NET PROMOTER SCORE

FEBRUARY

Data extracted on 07/03

73.61%

ZTP Count per Violation

• Sales representatives has opportunities in making sure to check customer's understanding before ending the chat to avoid confusions on customer's end

• Misinformation | Misleading
• Representatives tend to provide confusion regarding bill information such as but not limited to
• Plan Changes
• P360
• Bill Expectations
• Promotion Eligibility

Insights

ZERO TOLERANCE POLICY

GUIDE THE PURCHASE

MAKE IT PERSONAL

STAY CONNECTED

CUSTOMER OBJECTIONS

OVERCOMING OBJECTIONS

12%

LACK OF EMPATHY AND ACKNOWLEDGEMENT STATEMNTS

37%

PRACTICE COMPLETE ONBOARDING PROCESS

50%

NET PROMOTER SCORE

Calls observed were experts that failed to provide complete onboarding process specific to setting proper exepctations as customers are reporting that they are being misinformed with what they are expecting, followed by providing emoathy to diffuse customer's frustrations and acknowledge their concerns

Behavior Identifiedaffecting NPS

NPS TEMP CHECK

To ensure that Sales Representatives are checking our customers before ending the call. Making sure that they leave a good impactful impression that will target customer's overall experience

Sales representatives tend to inform or hint customers in cancelling any of our services after getting the package resulting to unethical sale which may lead to Clawback and low score surveys

NO TO CHURN

Experts tend to provide inaccurate to misleading information such as misuse of P360 and Price of Plans being different from what it is resulting to violations and internal reports coming from Web and Order Support

MISLEADING INFORMATION

Experts failed to follow correct process and possible NPS Manipulation by misspelling emails. Behavior merits to ZTP Violation : Fraud

FRAUD | MISTREAT

CALL TO ACTION

Commendations and highlighting best practices to experts via slack GC. Recognizing and sharing positive verbatims from promoters

ShoutOuts

Rewards and Recognization of having a star agent per week - goodies from the group and certificates to be given to outstanding Sales Reps

Star Agents

QUALITY HIGHLIGHTS

Sharing of insights from QA trackers consistently | HSI, DIGITS, BTS, NPS Analysis Reports

Real Time Analysis

Verify successful sales in order to ensure that experts are doing the right thing

Sales Verifier

Consistent reminders and follow-up[s are being sent to leaders specific to closing callouts / compliances Quality related

Follow - Through

Jumping on team huddles in order to provide real -time updates and behaviors being observed from call audits

Hop - in Huddles

Coaching

Action Plan - Timeline

Rapid Fire - Follow Up

Accountability

Roleplay

To serve documented accountability for repeat offenders and outliers

To inspect if action plan is being executed consistently - live call monitoring

Setup a plan with the expert to work on the behavior and on when can it be closed

To explain to expert the importance of working on the said MIB - "What's in it for you"

Focussing the expert's most impacting behavior

RECOMMENDATIONS

Thank you!