Surpass Call Flow and Quality Control

Surpass, LLC Call Flow Process and Call Quality Guidelines

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The Surpass

Call Flow Process

and

Call Quality Guidelines


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Call Opening - Inbound Requirements:

• Answers call in a timely manner - within in 3 seconds. • Uses scripted greeting. • Answers call enthusiastically. • Acknowledges caller's issue or request. • Uses transition statement to go into verification.

Examples:

• “Thank you for calling The Columbus Dispatch, this is Susanne, how may I help you?” • Listen to and acknowledge your customer's issue or request. • “I am sorry to hear that you are canceling today, I can help you with that.” “May I have the

phone • number associated with your account please?” • “I am sorry we missed you today, I can help you with that.” “May I have the phone number

associated • with your account please?” • “You would like to start a subscription today?” “Great! I can help you with that!”

Key Concepts:

• Be ready for your next call and stay focused – your customer is always your first priority. • Greet your customer with an upbeat tone and a smile on your face. • Speak clearly and at a normal pace. Ensure that your customer understands what is being said. • Show warmth and empathy to set the tone for the entire call. • Be polite and always use your soft skills - “Please”, “Thank you”. • Never interrupt your caller while they are explaining their issue or concern.

Yes: • Greets the caller identifying him/herself, offers assistance, acknowledges the issue or request,

uses transition statement to go into verification. • OR if there seems to be dead air, greets (3) times, and then lets the customer know they can not

be heard and to call back.

No: • Omits above required elements. • More than 3 seconds of dead air before greeting.

N/A:

• Customer interrupts during greeting.


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Call Opening - Outbound Requirements:

• Responds immediately after customer answers the phone. • Identifies self enthusiastically. • Uses scripted greeting – uses client's script including disclaimer. • Asks for better time/date to call back.

Examples:

• “Hello, my name is Susanne with USA Today, may I speak with Mrs. Smith please?” • Await customer’s response. • Continue with script on screen. Include disclaimer statement, “Just so you are aware, this call

may be monitored for quality purposes.” • If the subscriber is not home, “May I discuss the subscription of USA Today with you?” • If no, “Is there a better time to call Mrs. Smith back?”

Key Concepts:

• Be ready to greet your next call and stay focused – your customer is always your first priority. • Greet your customer with an upbeat tone and a smile on your face. • Speak clearly and at a normal pace. Ensure that your customer understands what is being said. • Show enthusiasm to set the tone for the entire call. • Be polite and always use your soft skills - “Please”, “Thank you”. • Never interrupt your caller while they are explaining their issue or concern. • Proactively try to speak with the person who answered your call before asking for a call back

time. Yes:

• Greets the customer immediately after the customer answers the phone, identifies him/herself enthusiastically, uses the scripted greeting including the disclaimer, proactively tries to speak with the person who answered the phone, asks for a better time to call back (if applies).

No:

• Omits above required elements. • More than 3 seconds of dead air before greeting.

N/A:

• Customer interrupts or hangs up during greeting.


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Verification of Caller – Inbound Requirements:

• You must verify your caller’s • phone number (or account number if the phone number does not pull up the account)

AND • first and last name • AND • the full delivery address (including the street direction, apt. #, and zip code)

before discussing any account information or making any offers.

If you do not ask your caller to verify three of the elements above, the result will be an auto fail.

If you repeat the phone number, full name, or the full address back to your customer instead of asking them to verify the information back to you, the result will be an auto fail. Exception: if your caller does not remember which phone number they used, ask them for one that they think may be associated with the account. If the number does not work, you may access the account by the account number or full address, then; you must go back and verify/secure the correct phone number. In this instance, you may repeat the phone number back to your customer.

• Verify or ask for your caller’s email address on every call. • Secure and correct your caller’s information if it is different than what is displayed on the

account. Examples:

After you have acknowledged your caller’s issue or request, use the following scripted verification – in the following order.

• “May I have the phone number associated with your account please?” • “Thank you.” • “I’m sorry, that phone number does not seem to work, do you have another number?” • “That one did not work either, I can look the account up by the address, may I have your…” • OR “Do you happen to have your account number?” • “Can you please verify the full name and full address on the account?” • “Thank you.” • “And, would you like to add an email address to your account today?” • OR “And, I see we have an email address of [email protected]. Is

that still active?” • “The phone number I have on your account is (555-555-5555), is that correct or would you like

me to update it for you in the system?” (In this instance, you may repeat the phone number back to your customer.)


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Key Concepts:

• Ensure you are accessing the correct account in a secure manner. If you read the account information back to the caller, this could compromise the subscriber’s safety and/or security.

• Follow the call flow as written above on every call to ensure a smooth and complete verification process.

• Use your soft skills during this process, do not demand the information. “May I” rather than “I need your…”

• If your caller asks why they need to verify the information, politely explain that it is for their security.

• Our clients rely on us to capture the customer’s most up-to-date information to ensure a speedy resolution to their problem(s). Updating the information on the call also provides for a faster, smoother call flow the next time they call in.

• We must ensure that we are giving our customers the most accurate information, so always access their account first before quoting offers. Back tracking makes us look bad and creates mistrust in our customers.

Yes:

• Asks caller to verify back the phone number (or account number if the phone number does not pull up the account), first and last name, and the full address (including the street direction, apt. #, and zip code), and email address.

• Secures and corrects the caller’s information if different than what is displayed on the account. No:

• Does not go back and verify the phone number if the account number is used to access the account.

• Does not ask for or verify the email address. N/A:

• This skill is evaluated on every call.


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Verification of Caller – Outbound Requirements:

• Verifies customer's full name and address before making changes to account information. • Asks for or verifies email address.

Examples: Verify your caller’s information after your customer responds to your question or statement in the greeting and before you make any changes to the account. Follow script and insert verification where necessary provided it occurs before any changes are made to the account.

• “Okay Mrs. Smith, I would be happy to renew your service.” “Before I make any changes, let me verify the information on the account.” “The exact name I have on the account is Barbara Smith at 43 Constitution Drive, in Bedford, NH 03110, is that correct?”

Key Concepts:

• Our clients rely on us to capture the customer’s most up-to-date information to ensure a speedy resolution to their problem(s). Updating the information on the call also provides for a faster, smoother call flow.

Yes:

• Verifies full name, full address (including the street direction, apt. #, and zip code), and email address.

No:

• Does not verify all of the required elements. N/A:

• This skill is evaluated on every call.


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Discovery - Inbound & Outbound Requirements:

• Asks clarifying question. • Actively listens. • Acknowledges reason for cancellation, downgrade, or issue. • Reviews service level/features/benefits with the customer. • Draws out additional information or hidden concerns. • Isolates primary concern. • Creates value of products/services. • Bridge to solution.

Example 1 – price issue:

• “May I ask why you are looking to cancel/downgrade your service today?” • Wait for response – do not interrupt your caller. • “Oh, I see.” • “I am sorry to hear that you were laid off, I can understand why you would want to reduce your

expenses.” • “I see here that you are currently receiving the paper seven days a week, you are on our 4 week

billing cycle, and you are a long-time customer of ours.” “We very much appreciate your business and would like to keep you as a subscriber.” “Let me see what I can do.”

• “While I am looking that up, what section of the paper do you enjoy the most?” • “Yes, a lot of people enjoy ……” • “Our employment section lists jobs currently available in your area and is a great tool for your job

search.” “And, we also have our online edition that comes free with your subscription, so you can read the news wherever internet is available.”

• Wait for response. • “Outside of the cost of full delivery, is there any other reason why you wish to cancel your

service today?”

• “Okay, so the main reason is the price right now?” • “Well, Mr. Smith, I have some options available for you…” (move to solution/save attempt

process). Example 2 – delivery issue:

• “May I ask why you are looking to cancel your service today?” • Wait for response – do not interrupt your caller. • “Yes, I see you have had to call in several times in the last two weeks.” • “I am sorry you have been experiencing these problems with your delivery.” “Let me see what I

can do for you.” • “While I am looking that up, I see here that you get the Sunday paper and you are on our EZPay

program.” • “What do you like most about the Sunday paper?” “Do you enjoy the coupons?” “What a great

savings they can be.” • “Other than the delivery issue, Mrs. Smith, is there any other reason why you wish to cancel your

service today?” • “Okay, here is what I can do for you.” (move to solution/save attempt process)


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Example 3 – outbound (end of grace):

• “I’m sorry to hear you won’t be renewing your subscription with us today.” “May I ask why?” • Wait for response – do not interrupt your caller. • “Oh, I see, the price did go up last time you renewed.” • “What do you enjoy most about your paper?” • “I like that section too, and I also like the fact that we get a free online subscription with our

paper.” • “How was your delivery service?” • “That is good to hear, we pride ourselves on our great service.” • “Outside of the price increase Mrs. Smith, is there any other reason why you would not like to

restart your service today?” • “Okay, let me tell you about some offers we have available to our current subscribers today.”

Key Concepts:

• It is imperative that we understand exactly why a customer is calling to cancel or downgrade their service therefore; we must follow a complete discovery process. Alternatively, if we are calling them to see if they wish to renew, it is just as important to find out why they do not wish to do so and to “save” them.

• Do not assume anything on the call – ASK. • Customers want us to be concerned about why they are canceling and want us to try and “save”

them. Don’t be afraid to get to know what your customer’s interests and needs are. They will appreciate you taking the time to ask and explain the benefits of the product(s) and services available to them.

• Every time a customer calls us or we call them, it is considered a successful contact – use this opportunity to really sell the newspapers and the services available.

Yes:

• Follows the individual steps listed in the call flow process for complete discovery. No:

• Does not follow a step or steps listed in the discovery call flow process. • Phrases questions in negative manner, “You don’t want to get just the Sunday paper or

anything?” • Robotic sounding call flow – does not show concern, only going through the motions.

N/A:

• The customer states their reason for canceling/downgrading before the representative asks. • The caller hangs up during the discovery process. • All other skills are evaluated on every call.


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Solution - Inbound Requirements:

• New starts – asks for promotion code. • Home delivery complaints – offers redelivery instead of credit. • Vacation holds – asks subscriber for restart date, promotes vacation pkg and NIE donation. • Permanent stops/cancellations – one to three save attempts before going to closing.

• Informs customer of balance due or refund. • Promotes NIE donation for positive balance.

If no save attempt is made, the result will be an auto fail. • Verbal accuracy and completeness. • Transaction accuracy and completeness. • Attempts to handle call before transferring or referring.

Examples:

• “I am so glad you are starting service with us today, do you have a promotion code?” • “I will go ahead and place a redelivery request for you.” • “And, do you have a restart date?” • “Would you like to receive your papers when you return or donate them to Newspapers In

Education/Papers for Patients (Providence Journal only)?” • “It sounds like you really enjoy reading your paper, would you like to stay on full delivery?” • “We are currently offering a 20% discount if you sign up for our EZPay plan, I can set that up

over the phone and keep your great service going at a discounted rate.” “How about you give it a try?”

• “We offer a Wednesday and weekend delivery so you can continue to get your favorite recipes and enjoy the paper while you have time to read on the weekends.” “How about you give it a try?”

• “I see we contacted the carrier a couple of times regarding the placement of your paper, what I will do is contact the district manager in the area to make sure this gets taken care of for you.”

Key Concepts:

• Our clients use promotion codes and source codes to track their marketing activities and success rates – it is vital that we collect this information and enter it into the database so they can run their reports.

• It benefits our customers and our clients if we offer redelivery before issuing credit – customers typically want the paper and service they paid or are paying for.

• Asking for and entering a restart date ensures that service will resume in a finite amount of time. Many customers use vacation holds to cancel their services; this is another reason why discovery is important.

• It is our job to attempt to save EVERY subscriber on EVERY cancellation call. Our clients depend on our discovery skills to find out the root cause for every cancellation and find ways to create value and ultimately keep their customers.

• Make sure your customer is updated on the status of their account whether they remain on as subscribers or are canceling their account. Remember, our goal is to provide the most complete and accurate service on one call.

• It is important to accurately code every account. Mistakes are costly to our clients, their customers, and ultimately us if we do not process the requests accurately.

• Try to minimize the amount of escalated calls you send – stay confident in your abilities and try to help your customer before transferring.

Yes:

• The correct solution is applied to the issue/problem/request.


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• At least one save attempt is made during the call. • Vacation pak and NIE donation are offered on vacation holds. • All pertinent information is proactively stated accurately and completely, the customer should not

have to ask. • All coding is entered correctly and according to the business practices of our client.

No:

• Does not bridge to the correct solution. • Only offers a vacation pak or donation but, not both. • Only one save attempt is made during the call. • Does not tell their customer what the status is of their account is, when it will stop or restart, how

the problem will be fixed in detail. • Incorrect code(s) are entered and do not follow the correct business practices of the client.

N/A:

• The customer states they want to receive the vacation pak or donate the funds to NIE/PFP before the representative asks.

• The customer hangs up during a save attempt. Solution – Outbound


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Requirements: • One to three save attempts before moving on to closing if the customer does not wish to renew

their subscription. • Verbal accuracy and completeness. • Transaction accuracy and completeness.

Examples: • “It sounds like you really enjoy reading your paper, would you like to stay on full delivery?” • “We are currently offering a 20% discount if you sign up for our EZPay plan, I can set that up

over the phone and keep your great service going at a discounted rate.” “How about you give it a try?”

• “We offer a Wednesday and weekend delivery so you can continue to get your favorite recipes and enjoy the paper while you have time to read on the weekends.” “How about you give it a try?”

• “I see we contacted the carrier a couple of times regarding the placement of your paper, what I will do is contact the district manager in the area to make sure this gets taken care of for you.”

Key Concepts:

• It is our job to attempt to save EVERY subscriber on EVERY cancellation/non-renewal call. Our clients depend on our discovery skills to find out the root cause for every cancellation and find ways to create value and ultimately keep their customers.

• Make sure your customer is updated on the status of their account whether they remain on as subscribers or are canceling their account. Remember, our goal is to provide the most complete and accurate service on one call.

• It is important to accurately code every account. Mistakes are costly to our clients, their customers, and ultimately us if we do not process the requests accurately.

Yes:

• At least one save attempt is made during the call. • All pertinent information is proactively stated accurately and completely, the customer should not

have to ask. • All coding is entered correctly and according to the business practices of our client.

No:

• Does not offer to fix the problem. • Only one save attempt is made during the call. • Does not tell their customer what the status is of their account is, when it will stop or restart, how

the problem will be fixed in detail. N/A:

• The customer hangs up during a save attempt. Offer – Inbound & Outbound Requirements:


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• Utilizes correct save procedure. • Utilizes correct pricing matrix. • Offers EZPay. • Renews at billed rate. • Asks for payment for 1st billing cycle/past due amount. • Up-sells to higher product/retains FOD.

Examples:

• “I see, that you were stopped for non-payment a couple of times, you may benefit by signing up for our EZPay program, a monthly draft from a credit or debit account.” “No more worries about sending in your payment.” “Let’s give it a try.”

• “I see we currently have you set up on a 4 week billing cycle.” “Are you familiar with our EZPay program?”

• “I can take that payment over the phone to get your service started/restarted.” “Which credit card would you like to use today.”

• “It sounds like you really enjoy getting the paper, we offer delivery service 7 days a week, for a few dollars more, I can get your full service started right away.”

Yes:

• Offers are presented in the order that the client requests. • Correct pricing and discounts are offered. • EZPay is offered on EVERY call type. • Offers to renew at current billed rate before offering discounts. • Asks for payment up front to start service, particularly mail subscriptions where payment must be

made. • Offers to up-sell when the opportunity presents itself such as Sunday only to Wednesday &

Weekends. No:

• Offers to place a “will call” stop rather than a save attempt. • Offers introductory rate before offering other available discounted rates. • Does not offer EZPay on the call. • Does not ask for payment of 1st billing cycle or the past due amount. • Does not take the opportunity to up-sell to a higher product or retain FOD.

N/A:

• Customer offers to pay for first billing or past due. • Customer calls and asks to sign up for EZPay. • Customer calls in to upgrade to higher FOD (may be calling with a promotion).

Closing - Inbound

Requirements:


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• Provides summary/recap of actions taken on call. • Offers additional assistance. • Promotes OSM (online service management). • Used scripted closing. • Accurately dispositions the call.

Example 1 – vacation hold:

• “I have placed a vacation hold on your account for you.” “Your service will stop on August 31st with a restart date of September 5th, and your new paid through date is October 15th.”

• “Is there anything else I can do for you today?” • “If you would like to view your account online, visit us at Dispatch.com/service.” • “Thank you for calling the Columbus Dispatch, and have a great day!”

Example 2 – delivery issue:

• “Mrs. Smith, I am glad you called in to let us know about the delivery issues you have been having.”

• “I sent a message to the district manager in your area to get this taken care of for you.” • “Is there anything else I can help you with today?” • “Just so you are aware, you can view or manage your account by going to

Dispatch.com/service.” • “Thank you for calling the Columbus Dispatch.”

Key Concepts:

• It is important that your customer understands exactly what took place on the call and how actions taken on the call affect the outcome such as placing a vacation hold which may extend their renewal date.

• Giving your customer complete and accurate information makes them feel confident that they have been taken care of. This builds trust and heightens our service level to our customers and clients.

Yes:

• Complete summary/recap is given to the caller before going into the closing statement. • Changes made to the account. • Specific dates quoted.

• Call is accurately dispositioned in TouchStar.

No: • Customer has to ask representative about what was done on the account. • Omitting one or more key points applicable to the type of the call. • Call is incorrectly dispositioned.

N/A:

• Customer ends the call without giving the representative the opportunity to summarize. Closing - Outbound

Requirements:

• Provides summary/recap of actions taken on call.


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• Informs customer that a confirmation letter will be received in 5-7 business days. • Thanks the customer. • Accurately dispositions the call.

Example 1 – service renewal:

• “Okay, Mrs. Smith, your full delivery subscription has been renewed at $27.74 per month on our EZPay program with no interruption of service, and I have entered delivery instructions on your account to make sure your paper is delivered to your porch.”

• “Thank you very much for giving me the opportunity to fix your delivery issues and for renewing with us this evening.” “Is there anything else I can help you with?”

• “Okay, have a great evening.” Key Concepts:

• It is important that your customer understands exactly what took place on the call and how actions taken on the call affect the outcome.

• Giving your customer complete and accurate information makes them feel confident that they have been taken care of. This builds trust and heightens our service level to our customers and clients.

Yes:

• Complete summary/recap is given to the caller before going into the closing statement. • Changes made to the account. • Specific dates quoted.

No:

• Customer has to ask representative about what was done on the account. • Omitting one or more key points applicable to the type of the call.

N/A:

• Customer ends the call without giving the representative the opportunity to summarize.

Telephone Etiquette – Inbound & Outbound

Requirements: • Sincere tone/displays empathy and concern/displays enthusiasm.


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• Establishes rapport with caller. • Speaks clearly and uses proper grammar (no slang or industry jargon). • Uses the customer's name. • Demonstrates good call control. • Uses proper hold/mute procedure/limits holds.

Examples:

• “I am so sorry to hear about your loss, Mrs. Smith.” “I can help you with that.” • “I would be glad to help you start your subscription today!” • “Thank you” not “Thanks”. • “Oh, you are moving to California?” “How nice, I hear the weather is beautiful out there!” • “Oh, I am sorry to hear you are looking to cancel today, but I can help you with that.” • “So tell me Mrs. Smith, what is your favorite section of the paper?” • “I'm sorry you are having a hard time hearing me Mrs. Smith, let me adjust my volume.” “Is that

better?” Proper Hold/Mute Procedure:

• “I am not sure, Mrs. Smith, but I can find out for you.” • “May I place you on hold while I look that up for you?” • “Okay, thank you.” • HOLD – check back with your caller every 30 seconds. • “Thank you so much for holding Mrs. Smith.” “Here is what I can do.”

Key Concepts: • As a crucial member of the “front lines” your voice is how you represent yourself and the

company. Be polite, confident, friendly and empathetic as issues arise. Always have a “smile” in your voice from start to finish.

• Keep it simple – do not use industry jargon as this may confuse your customer. • Always remain focused on your customer and your call. They are your first and only priority. • Be sure to use transitional phrases to move from one part of the call to the next. Do not demand

information or sound curse toward your caller/customer. We are here to help them. • Use your customer's name – this is an excellent method of showing your respect for them. • Build rapport with your caller to put them at ease. This will help create trust and open up

dialogue between you and your customer. Yes:

• Sounds friendly and polite throughout the entire call. • Shows empathy toward the customer and their issue(s). • Uses customer's name at least once during the call. • Utilizes soft skills throughout the call. • Does not speak over the customer. • Uses transitional phrases throughout the call. • Keeps the call about the business at hand, builds rapport, but does not stray from the issue at

hand. No:

• Sounds scripted or robotic during the call flow. • Does not display empathy toward the caller or their issue(s). • Speaks over the customer, over zealous to try and reach a solution. • Does not use the customer's name at least once during the call. • Does not use transitional phrases during the call. • Does not stay in control of the call, strays from the issue at hand creating a lengthy handle time. • Does not use the proper hold/mute procedure or omits one of the elements in the process.


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N/A:

• These skills are evaluated on every call. Autofail – Inbound & Outbound:

• Disconnects caller.

• Inappropriate commentary or language, rude to caller.

• No permanent stop-save attempt.

• No full verification of caller before accessing account information.


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• Phone number (or account number if phone number does not pull up account) • Full name on the account • Full address (including the street direction, apt. #, and zip code)

• No stop/transactions/notes entered on account as requested.

• Did not repeat credit card information back to the caller

• Credit card type • Full credit card number • Expiration date

Key Concepts:

• Surpass will not tolerate any of the above behaviors on your calls. It is critical to always provide the most professional and premium quality service to our customers and our clients.

Thank you for your cooperation in advance.

Remember our primary commitment is to our clients and we require all employees to

SURPASS our client’s EXPECTATIONS.

Surpass Call Flow and Quality Control

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