Telco Account Mock Call for Newbies – No Internet
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In this fake call with Telco account, the customer experiences a loss of internet connection. This is for call center newbies who want to learn the principles of technical troubleshooting. This practice call training includes a sample recording, explanation and a flowchart.
DOWNLOAD FLOWCHART: https://drive.google.com/file/d/1bg0u-nZHwojbwphoGGLTKF7j5YQSdKGX/view?uspsharing
#telco #troubleshooting #mockcall #technical account
00:00 Start of Telco call
00:43 Empathy
01:13 Research part 1
03:23 Short quiz
04:02 Flowchart (troubleshooting)
07:13 Confirm the account
07:31 ERC 1
08:28 Solution 1 & 2
10:50 ERC2
13:25 Research part 2
14:40 ERC3
3:00 PM ERC4
15:28 ERC 5 and solution 3
16:21 A chat
21:15 Research part 3
21:41 ERC6
24:22 Solution 4
26:55 Extra assistance
27:06 Summary
29:16 Closing
31:24 SUMMARY
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