Category: Uncategorized

There have been several instances of agents not being aware of updates to tickets assigned to them, or agents are not checking the status of their tickets (whether they have been re-opened or overdue while still open) with the various TechTeamOne clients. At the beginning, end, and throughout your shift, be sure to check your Zoho notifications regularly to ensure you have the latest information regarding tickets assigned to you.

To view your notifications, log in to ZOHO and click the Notifications button:

You can then view all of the latest updates and current information for the tickets assigned to you here:

A member of our shared queue night coverage, Ken Bowland, will be getting a new addition to his family soon.  CONGRATULATIONS!  In regards to this, we will be needing some help temporarily cover the night shift.  This would be a giant help to us, so anyone interested in being super cool, please fill out the form I linked below.

The shifts we need to cover are weekday overnights May 4th – 14th.  Also, in case any kind of emergency happens before then, if you are not willing to help out with that schedule, but wouldn’t mind us calling you to cover a shift, there is a spot on the form for that as well.

Please, any volunteers are greatly appreciated.
Night Shift Volunteer Form

There has been an update to the Optaros portion of care. Make sure that you are following the new process for Nestle calls and ticket when they come in.

Nestle Optaros Process

Version 1.33 is out! Make sure to download it here or under Home > CAT Ticketing Templates

There have been multiple instances of agents not setting the right outbound number when making a customer callback, or after the call is done, the agent makes outbound calls in other queues with the incorrect number set.

If you are performing a TechTeamOne callback, MAKE SURE YOU ARE SET TO THE CORRECT OUTBOUND NUMBER. 

Contact a Team Lead and they will change your callback number to one of the following:

434-239-3399 – Tech Advantage
855-888-7441 – Texas Association of Realtors
877-822-5150 – TechTeamOne
888-285-9195 – Wicked Easy Fix

Likewise, once you have completed the call, MAKE SURE YOU ARE SET BACK TO THE CORRECT DEFAULT NUMBER.

Wicked Easy Fix is now offering a LIMITED TIME DISCOUNT for new customers acquired via Twitter! Any customer requesting service can receive a 25% DISCOUNT … that’s right, a 25% DISCOUNT on one-time fixes when using the coupon code WEF007 (same as member pricing.)  Be sure to pass on the exciting news!

GET EXCITED EVERYONE!!  We have just rolled out the new Tengo VIP CARE page.  It is located on the side menu bar of the Tengo CARE page.  Make sure you are using it on every VIP call, as it has been scientifically engineered to be better than the last page.  Quality assurance will be measured from this page from now on, so you need to make sure you follow it.

As always, if you find any issues with the pages layout or their content, make sure to leave a reply at the bottom of the page so we can fix it.

Lino Novielli, a TeenSafe customer wished to extend his gratitude and speak with a manager on Davids customer service on a billing call.

“David was very professional on the phone. I appreciate him helping me cancel the account and refund the money.”

Way to go David, the subject of asking for a refund can be very sensitive to some. especially when a customer is calling in to cancel an account, it is important we treat the customers the same way we want to be treated, very pleasantly.

We have just created a company Steam group and we want you to join it and come play some games with us.  This is a great opportunity to have fun with all your coworkers and build deeper relationships with your colleagues.

Here is the link to the Steam group.  Just click “Join Group”:
CW Steam Group

Also as of lately, many people here have been playing a free game called Heroes and Generals.  It is free AND good.  Doesn’t get much better than that.  If you would like to game with everyone, instead of against everyone, make sure you level up the characters for Germany.
Heroes and Generals Steam Link