Telco Account Mock Call for Newbies - No Internet

In this Telco account mock call, the customer is experiencing a loss of internet connection. This is for call center newbies who want to learn the principles of technical troubleshooting. This mock call training includes a sample recording, explanations, and flow chart.

#telco #troubleshooting #mockcall #technicalaccount

00:00 Start of Telco Call
00:43 Empathy
01:13 Probing part 1
03:23 Short quiz
04:02 Flow chart (troubleshooting)
07:13 Confirm the account
07:31 ERC 1
08:28 Solution 1 & 2
10:50 ERC 2
13:25 Probing part 2
14:40 ERC 3
15:00 ERC 4
15:28 ERC 5 & Solution 3
16:21 Small talk
21:15 Probing part 3
21:41 ERC 6
24:22 Solution 4
26:55 Additional assistance
27:06 Recap
29:16 Closing
31:24 SUMMARY

[kledwildrift]

I worked as a tech agent din po. If the color indicator on Internet is red, don't ask the customer to connect another device to the modem/wifi. That means there's an issue with the connection from the Internet provider(ISP) to the Modem. It will never connect to the internet. Saves time. :) Great tips from this video. It will help a lot of people. :)

[MrMogomaa]

I love the way Candice talk and handle objections smartly, and a very patient agent . Really 5 stars deserved 👏👏👏

[kanadian]

You are not just CS, you are a masterpiece of psychologist.

[itsbenzdota]

I'm so thankful na napanood ko tong video na to kahapon before ako imock call about internet troubleshooting ngayon. As in yung flowchart, yun mismo yung sinundan ko na process and ayaw patalo ni interviewer, for the technician ang nais HAHAHAHAHAHAHAHA pero im really glad that I saw this video, I passed the mock call and J.O. na ko

[hola]

I wish i was like her the way how confident she speaks to a customer and how she gave accurate answers to a clients concerns... thank you so much for this very informative...

[ninoniellador]

I don't have experience in BPO but they're going to put me in a position of technical support. I am watching this because I wanna know about tech support. This helps a lot! 😊

[arceliejaneestorgio]

It's my third time watching this video. I am on my 4th week on my BPO company. Wayback when I was still applying for a job at call center, your videos were my teachers and trainers, up until now, they helped me through this job. You are really appreciated, Ms. Shiena. Thank you

[Mado-fbsl]

I work as a Technical Support Agent for an electronics company. I have to deal with broken electronics in a daily basis and try to fix them over the phone or send a technician. This video made me realize so much I am missing in my calls, like explaining the customer the current status or my hypothesis so they can be updated or feel progress. Thank you

[pauljoseph]

Been in a tech support for more than a decade and this reminds me of my old habits.
As years go by, you get fed up, burnt, demotivated.
The repetitive work paired with the customers rants and the ever complicated KPI scoring and system or tools issues get in your nerve at some point.

[vanessafranco]

I love the way Candice explaine everything. I have learned a lot so far. I will do my very best to do what i have learned in this video. I'm 50 and it is my first time to work in a BPO company and have zero experience. So this video is a great help to me. Thank you so much.

[compilationvlog]

That is a satisfying "Customer". 😊.
Professionalism is perfectly delivered.

[rosellehernandez]

Thank God I've discovered your channel, Ms. Sheina! I am a newbie (career adapter) in the BPO industry and watching your video tutorials has helped me a lot acing the process of application up to finally being hired. Being guided by your tutorials helped me acquire my first job at first try! I will surely binge-watch all of your videos for I am learning a lot! ❤❤❤Thank you and more powers to you!

[tigerbeast]

Thanks for all these great tips you provide to call center agent around the world, shout to you from Guatemala. I am improving my vocabulary and call center skills with your videos

[roseendrina]

I experienced this kind of calls, then checking the outage was the main resolution, but then thanks Candice for excellent demonstration

[jasonzhangOvO]

unbelievable, really professional customer support representative!!!

[rejfancisco]

EPA
Empathy Paraphrase Assurance.
That's totally effective when you are working in telco.

Thank For sharing your knowledge

[jessabellefernandez]

Hi Candice! Call recap is recommended in tech calls because this is where you can educate customer on what step was taken to resolve the issue. This is a great call sample! Kuddos to you!

[fpgamingph]

100% agree with providing an effective AER statement and not a generic one.
It's much better to assist a customer who's already pacified for less objection.
Mindset: customer calls, 2 things to fix, mood/disposition of the customer and their service issue.

Perfect content to help out new agents!

[natashamerline]

I keep coming back to this video! wish there are more tech support mock call samples. Definitely the best mock call on YouTube! Great audio quality and amazing explanation.

[kgfumez]

THIS IS THE MOSY ACCURATE VIDEO I'VE SEEN OF TECHNICAL SUPPORT I start my training on Monday and trust me you'd saved my life with this it's a major help I'm grateful ❤️