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¿Cómo ser mejor representante?

GERANDO EXPERIENCIAS EXTRAORDINARIAS

Start

This is an index

Actividad ludica.

6.

¿En que influye la TDI en la experiencia?

¿Como impacta la TDI?

¿Que hacer para derivar mejor?

Focos en la atención.

Refuerzo sobre NPS.

5.

4.

3.

2.

1.

¿De 0 a 10 recomendarías mercado libre?

Refuerzo sobre NPS.

+ INFO

Refuerzo sobre NPS.

Es una puntuación calculada a partir de una pregunta que se envía a los clientes para conocer si recomendarían tu marca

¿Cuales son los puntos criticos en una llamada?

Focos en la atención.

Es el cliente quien paga los salarios

Recordemos que nosotros debemos entender por medio de la escucha la razón del contacto del user, comunicación para hacernos entender, resolución para saber como ayudarle al user y solución para que el user entienda como le vamos a ayudar

Estos son los focos de atención que debemos tener en una llamada, cada uno de ellos es muy importante dado que ellos representan una muy buena atención en la comunicación.

-SOLUCIÓN-COMUNICACIÓN-ESCUCHA-RESOLUCIÓN

¿Que tan importante es la TDI?

¿que hacer para derivar mejor?

Objetivo

¿Que significa la TDI?

+ INFO

+ INFO

Tasa de derivación incorrecta.

La intención de estos tips en la gestión al momento de derivar tienen como objetivo mejorar el número y llegar a entener mas la derivación

Objetivo 3

Objetivo 2

Objetivo 1

IDENTIFICAR:

  • Tengamos en cuenta que debemos identificar de manera correcta la cola de consulta o de respuesta.

DERIVAR:

  • Para ejecutar ese paso debemos tener muy en cuenta los dos anteriores de lo contrario debemos consultar con un TL o SME.

CONSULTA:

  • Debemos tener muy clara la consulta al momento de derivar, es decir; entender muy bien lo que nos quiere decir el user.

+ INFO

+ INFO

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ENTENDAMOS LA IMPORTANCIA DE LA TDI

¿Como impacta la TDI?

Para los indicadores individuales afecta dado que entre mas alto tengamos el número no poderemos cumplir para la bonificación y nos puede tarer problemas disciplinarios.

INDICADORES

Para el user va hacer muy desgastante pasar por todas las areas y que no le podamos ayudar, lo mismo pasa con un correo que supera los tiempos de respuesta.

EXPERIENCIA

Recuerden que al momento de que la CUBA los audita y logra evidenciar derivaciones erroneas les va a calificar mal.

EO

¿Como impacta la TDI?

+ INFO

Tengamos en cuenta que la TDI es uno de nuestros pilares frente a la gestión que brindamos, esto impacta la gestión de toda la campaña frente a 3 indicadores.

¿Que tanto impacta la TDI en la experiencia del usuario?

¿En que influye la TDI en la experiencia?

+ INFO

Por eso nuestra atención se vuelve muy poco resolutiva, sin contar el tiempo que el user debe esperar para poder ser atendido.

MUY POCA RESOLUCIÓN

+ INFO

El usuario entiende que nadie le quiere ayudar frente a su porblema y por eso en las ultimas comunicaciones tiene mucho descontento.

NADIE ME QUIERE COLABORAR

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El usuario cuando pasa de area a area, manifiesta inconformidad con el tiempo de espera que tiene y porque nadie la da una solución.

EL TIEMPO DE ATENCIÓN

3. Consultas y problemas con pagos

  • Mi descuento no fue aplicado
  • Debe haber realizado el pago
  • Debe ser una campaña de pagos
  • No debe tener ningún descuento aplicado en ese payment
  • Se debe haber idnetifcado la campaña
  • Tag de critidcidad Bajo
  • Así cumpla o no cumpla t&c, se bonifica

Consultas y problemas con pagos

  • Pago duplicado
  • Online Payment
  • Aprobados por el mismo valor, ambos en consola
  • Debe haberse comunicado con la contraparte
  • No debe ser PNR ni PDD
  • Dentro de los 2 días hábiles

ANULACIÓN DE PAGOS

  • Cómo cancelar un pago QR
  • Debe haberse comunicado con la contraparte
  • No debe ser PNR ni PDD
  • Pago aprobado

Recordemos que el termino FRAMEWORK corresponde a excepción o bonificación.

FRAMEWORK

JUGUEMOS PARA APRENDER

ACTIVIDAD LUDICA

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  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like!Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like!Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like!Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like!Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like!Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like!Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like!Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like!Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.

Got an idea?

Let the communication flow!

With Genially templates, you can include visual resources to wow your audience. You can also highlight a particular sentence or piece of information so that it sticks in your audience’s minds, or even embed external content to surprise them: Whatever you like!Do you need more reasons to create dynamic content? No problem! 90% of the information we assimilate is received through sight and, what’s more, we retain 42% more information when the content moves.

  • Generate experiences with your content.
  • It’s got the Wow effect. Very Wow.
  • Make sure your audience remembers the message.