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(Risk identifying, Procedure Following, Procedure Following, Customer…
Risk identifying
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The agent takes the appropriate and correct follow on actions in order to ensure that the action taken has had the effect desired;
The agent clearly articulates impact of decisions and what this means for the customer now and in the future;
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Procedure Following
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SOP following
Informs the player of what steps they are taking (check opt in, check verification docs, credit bonus)
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System updating
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Notes added to relevant back offices (G/W added to dashboard, NOC ticket, etc)
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Procedure Following
SOP following
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The agent makes correct decision on action to be taken based upon all the information and guidelines;
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System updating
The agent executes correct note-taking in all our internal systems, especially JIRA tickets, and correct uploading of any documents or change of details;
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Customer handing
Customer experience
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The agent show empathy toward the customer situation, in both use of words and tone;
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The agent takes ownership of the conversation using positive language and displays willingness to help;
The agent ensures the communication is effective and appropriate by using straightforward language, avoiding acronyms and technical terms that could confuse the customer;
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The agent offers additional information that helps educate the customer on other features of the service;
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Problem understanding
The agent asks the customer the right probing questions to understand if the customer does have any SG concerns;
The agent displays curiosity in the appropriate areas given the information available and following on from any responses from the customer;
The agent confirms their understanding of the key points relevant to the situation to ensure they are correct before proceeding;
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Customer handing
Customer experience
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Speak at the player’s level - Personalise the chat to the player at the same professional level the player is communicating
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Problem Understanding
Adapts opening line (not including welcome message) to repeat player keywords to confirm understanding
Confirms when/what players issue began (Bet ID and info, Optin time)
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Courtesy
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Rapport Building - Regular player or chat user - only use if agent / player has made a direct comment about a previous contact
Unprofessional, argumentative, condescending, rude to player
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Escalation
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Escalates to next level when player indicates a complaint (2nd Line/Complaint Process/Shift Supervisors)
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