Carlo Denis Lardizabal, III

ACCOUNTS AND BILLING ONE STOP SHOP: CASE WELLNESS AND PRODUCTIVITY TALK Cody Lardizabal, Process Lead Caring People…Building Businesses. Building Careers. Roles and Responsibilities – Marketplace Support  Operations Manager -  Senior Team Manager -  Supports Operations Manager on managing MOA Marketplace as an LOB of Stream Mall of Asia Drives compliance of Team Managers on Performance Management and Case Management Process and Productivity Lead -  Lead owner of Microsoft LOBs in Stream Mall of Asia site Responsible of top level communication and interaction with the Clients Supports Operations Manager and Senior Team Manager on overseeing and manages the entire Case Wellness process of MOA Functions as the “go-to” person for process related items of MOA Marketplace Team Manager - Supports frontline agents Provides coaching through looping sessions and MBWA Caring People…Building Businesses. Building Careers. Company Confidential 2 Roles and Responsibilities – Marketplace Support  Seniors -  Primary point of contact for escalated cases Performs audit of SRs transferred to the OOS queue Sends day end and intraday reports on Case Management which includes but not limited to Open and Orphaned SR Check as well repeat offenders for Case Management-related deviation MODs - Primary driver of productivity related metrics such as Utilization, Service Level and AHT Assists the Operations Group on capturing unauthorized AUX activities of the agents on the floor Caring People…Building Businesses. Building Careers. Company Confidential 3 Support Team Scope SCOPE Case Management and Microsoft Marketplace Processes Tools and Credentials Management OWNER Seniors Productivity MODs Site Superusers Caring People…Building Businesses. Building Careers. Company Confidential 4 CASE MANAGEMENT DEFINITION  A set of processes on how different personnel of Microsoft Marketplace shall managing and handling cases or service requests OBJECTIVES  To introduce Case Management Processes involved in Microsoft Marketplace  To set thresholds and avoid Case Ageing of Service Requests on different queues  To ensure compliance of agent’s documentation on interactions and ensure resolution for customers in a timely manner Caring People…Building Businesses. Building Careers. Company Confidential 5 Roles on Case Management and their Responsibilities  Tier 1 -  Tier 2 -  Frontline agents handling calls and chats for Marketplace Support Covers billing and purchase issues, app refunds, Office subscriptions, light technical app trouble and light troubleshooting for apps Primary point of escalation for Tier 1 agents This function is handled by the site’s Team Managers and Seniors Tier 3 - Primary point of escalation for Tier 2 personnel Helps resolve advances issues on customer’s billing and purchase inquiries, app refunds, Office subscriptions and other items supported within Marketplace Scope of Support Caring People…Building Businesses. Building Careers. Company Confidential 6 Case Wellness Categories  1FL SR Management and Closed Case Scrubbing  Escalations and 2ET SR Management  OOS SR Management and Scrubbing  Call back Process  Service Request Queue Monitoring Caring People…Building Businesses. Building Careers. Company Confidential 7 Definition of Acronyms and Terms Caring People…Building Businesses. Building Careers. Company Confidential 8 1FL SR Process Workflow Caring People…Building Businesses. Building Careers. Company Confidential 9 Creating Service Requests Once a Tier 1 agent receives a chat or a call using the CCF tool will load the landing page where customer’s email is loaded. In the event that no landing page loaded, the agent can ask for one of the following: Click-To-Call: Name, address, phone or email; Click-To-Chat: Limited to phone and name only Caring People…Building Businesses. Building Careers. Company Confidential 10 Creating Service Requests Search for the customer through CCF. If Search button is not clickable, click Phone Inbound. Caring People…Building Businesses. Building Careers. Company Confidential 11 Creating Service Requests If the customer information cannot be searched through CCF, agent can continue with the Customer Search through CAP. Click-To-Call: Live ID under Subscription Accounts History by email under Service Requests Click-To-Chat: Phone/Live ID Name/Address Caring People…Building Businesses. Building Careers. Company Confidential 12 Creating Service Requests For MSA accounts and issues involving billing and purchases, fortify the customer through one of the following: Through Web Sign On Through an email Through text Caring People…Building Businesses. Building Careers. Company Confidential 13 Creating Service Requests The agent clicks Create SR button integrated on CCF. This shall automatically associate the customer email to the SR. Caring People…Building Businesses. Building Careers. Company Confidential 14 Creating Service Requests Once an SR is created, apply the notes template by clicking the “Apply a Template” button and select “case notes template” under “consumer” tree menu. “Click Apply to Service Request”. Caring People…Building Businesses. Building Careers. Company Confidential 15 Creating Service Requests If issue is within scope of T1 support, complete notes and add the chat transcript. Send a closing email by clicking “Compose a new email” while on Edit mode. Caring People…Building Businesses. Building Careers. Company Confidential 16 Creating Service Requests Edit the email as necessary and click “Send” and this will direct back to the Service Request. CLOSE THE CASE by clicking the Save and Close button. Caring People…Building Businesses. Building Careers. Company Confidential 17 2ET SR PROCESS WORKFLOW For Tier 1 Caring People…Building Businesses. Building Careers. Company Confidential 18 Transferring to 2ET Queue Caring People…Building Businesses. Building Careers. Company Confidential 19 Transferring to 2ET Queue Once approved for escalation and saved as an Open SR, click button. Caring People…Building Businesses. Building Careers. Company Confidential 20 Transferring to 2ET Queue On Transfer Service Request page, select for and for . Click . Caring People…Building Businesses. Building Careers. Company Confidential 21 OUT OF SCOPE (OOS) SR Process Flow Caring People…Building Businesses. Building Careers. Company Confidential 22 OOS Scrubbing Process Details Caring People…Building Businesses. Building Careers. Company Confidential 23 Callback Process Caring People…Building Businesses. Building Careers. Company Confidential 24 Callback Process Caring People…Building Businesses. Building Careers. Company Confidential 25 SR Queue Monitoring INTRADAY REPORT  Running 3-6-9 SR Check. This is a summary of the running open and orphaned SRs sent every three hours from the start to the end of the hoops. DAILY REPORT    Daily Day End SR Check. This is a summary of day end open and orphaned SRs of the entire Marketplace floor. No Closing on OOS SR Report. This shows a list of SRs and agent failing to send closing email from the scrubbed OOS. OOS/Transfer Out on 1FL Report. This shows a list of SRs with Out of Scope/Transfer Out WEEKLY REPORT  Weekly Repeat Offenders Report. This show the list of repeat offenders on Case Management-related deviations. Caring People…Building Businesses. Building Careers. Company Confidential 26 Coaching and Consequence Management Basic Expectations   Agent is expected to run a day end query and send a screenshot to their respective Team Manager of an advanced query of their own SR; TMs are expected to coach agents on case management-related deviation having the daily reports as the basis. Consequence Management In the event that agent is identified as a repeat offender and/or has been noncompliant of the Daily SR Check Process or abovementioned action plan, this is an indication of Simple Negligence which may lead to Consequence Management. Schedule of escalation as follows: Frequency as Repeat Offender 1st Offense 2nd Offense 3rd Offense 4th Offense Document to Serve Coaching Log First Written Warning Final Warning Recommendation for Dismissal Timeline none 6 months 6 months none Caring People…Building Businesses. Building Careers. Company Confidential 27 TOOLS MANAGEMENT DEFINITION  A set of processes on that involves the tools utilized by Microsoft Marketplace OBJECTIVES  To introduce the tools utilized for creating cases from calls and chats  To provide information on what to use on getting information needed for the customers Caring People…Building Businesses. Building Careers. Company Confidential 28 Tools Used Tools and Login CCF/CAP Definition • • Partners/Extranet Live Person The tool used for documenting cases from chats and call Enables agents to view customer’s account and billing information VKB (Visual Knowledge Base) and Marketplace Blog • The agent-facing tool used that details Marketplace processes and updates • The tool utilized to receive chats and handle customers from Click2Chat page Sample Login [email protected] Partners\str_moa_nadel *** For password resets, please contact: Cody Lardizabal, Shey de Castro and Cherry Ann Bernardo Caring People…Building Businesses. Building Careers. Company Confidential 29 PRODUCTIVITY MANAGEMENT DEFINITION  A set of processes of ensuring that Support Professional are productive taking chats and emails OBJECTIVES  To introduce the productivity aspect to new hires of Microsoft Marketplace  To set expectations of proper behavior of agents on the floor due to thresholds set by Upper Management  To ensure compliance of agent’s usage of tools such as Avaya for phones and LivePerson on chat Caring People…Building Businesses. Building Careers. Company Confidential 30 PRODUCTIVITY MANAGEMENT DEFINITION  A set of processes of ensuring that Support Professional are productive taking chats and emails OBJECTIVES  To introduce the productivity aspect to new hires of Microsoft Marketplace  To set expectations of proper behavior of agents on the floor due to thresholds set by Upper Management  To ensure compliance of agent’s usage of tools such as Avaya for phones and LivePerson on chat Caring People…Building Businesses. Building Careers. Company Confidential 31 Definitions and Metrics TOP-LEVEL  Utilization – Metric measuring if agents are productive - Productive minutes is defined as the minutes when agent is on chat and phones - Utilization is computed as productive minutes over the total minutes that the agent is logged in - Agent shall be taking in calls or chats more than 75% of the time  Service Level – Metric measuring if customers where answered in a timely manner as they waited on the queue - To define Service Level, these are calls and answered within 60 seconds over total calls and chats entering the queue - Agents shall be taking in 80% of total calls or chats waiting for less than 60 seconds Caring People…Building Businesses. Building Careers. Company Confidential 32 Definitions and Metrics AGENT-LEVEL  AHT (Average Handle Time) - Total time that agents are spending on a call or chat - Components of AHT for calls: - Talk time: Time spent while agent is talking to the customer - Hold: Time spent when customer is placed on hold - After Call Work (ACW): Time spent when agent is on After Call Work to finish notes - Thresholds for AHT: - Calls: 15 minutes - Chats: 20 minutes Caring People…Building Businesses. Building Careers. Company Confidential 33 Avaya Phone Usage Allowable AUXes Used by Agents are:  AUX 2 – Break  AUX 3 – System Issue  AUX 11 – E-Services (AUX for chat)  AUX 22 – Billable Training  AUX 23 – Billable Training  AUX 24 – Meeting/Coaching   AUX 25 – Project AUX 31 – Emergency Caring People…Building Businesses. Building Careers. Company Confidential 34 Friendly Reminder from MODs AUX/Avaya Phone Usage  AUX Break (AUX-02) -  An agent is limited to two 15-minute break within the 8-hour shift An agent is NOT allowed to have a concurrent two 15-minute break or one 30 minute break All breaks require an approval from the Team Manager or MODs. In the event of intervals with low Service Level, the MOD has the right to pushback breaks approved by the Team Managers having the agents go back to assist the queue. AUX E-Services (AUX-11) - AUX E-Services (AUX-11) is solely used for chats only. AUX E-Services (AUX-11) shall not be utilized for other activities that includes but not limited to documenting calls and chats, washroom breaks and others. Caring People…Building Businesses. Building Careers. Company Confidential 35 Friendly Reminder from MODs Live Person Usage  Usage of Away button -  The agent is about to take his break or lunch The agent is about to have a scheduled meeting or coaching approved by the Team Manager and validated by the MOD Concurrency /Maximum chat handled per agent - All agents of Marketplace, SEA and English, and MSA are set to handle 2 chats at a time as a standard protocol Setting one chat at a time are used for agents to also handle Secure Messaging email support The agent set to two chats but was identified handling as one chat only is a potential call out from MOD. Repeat offenders can be subject to coaching or disciplinary action. Caring People…Building Businesses. Building Careers. Company Confidential 36 Friendly Reminder from MODs 2nd Occurrence Avaya/AUX and Liveperson Misusage Offense Specific Infraction Offense Against Productivity Abuse of personal privilege 1st Occurrence 3rd Occurrence Within the same month Not within the same month Within the same month Not within the same month First Written Warning (6 months clearance) Employee Coaching Log (1 month clearance) Final Written Warning (6 months clearance) Employee Coaching Log (1 month clearance) 4th Offense Taking short breaks for more than 15 minutes Overusage of Accumulated AUX Break and AUX Personal exceeding 30 minutes Taking short breaks without seeking approval from Team Manager or MOD Using AUX E-Services if not on actual chat Using other AUXes (AUX 3, AUX 22, AUX 23, AUX 24, AUX 25 and AUX 31) without approval or notification from the TM and MOD Overusage or misusage of Away button on Live Person Other Similar or analogous offenses to the foregoing Offense Against Customer Unauthorized Use of Aux Offense Against Productivity Simple Negligence or Light Ommision of Duty Employee Coaching Log (1 month clearance) Dismissal Other Similar or analogous offenses to the foregoing issue can be defined through a coaching log. Escalation Process for Each Occurrences:   Should the agent incur one instance of Avaya/AUX and Live Person misusage per month, the agent will only be subject to EMPLOYEE COACHING LOG; Next occurrence with the same month is subject for disciplinary action Caring People…Building Businesses. Building Careers. Company Confidential 37 Any Questions? Caring People…Building Businesses. Building Careers. Company Confidential 38