In addition to the TechTeamOne business cards, we also need a flyer made for the communication meeting and game party on 4/4/15.  Just like with the business cards, if you would like to get creative, I have moved the gimp installer to the shared drive at \10.0.0.220shared_filesgimp-2.8.14-setup-1.exe.  If you would like to try your hand at a flyer or business cards let a team lead know and we will get gimp installed for you.

Please try to have the designs for the party flyer submitted by the end of today 3/25/14.

You can submit both the design for your flyer and for business cards to cwleads@cwxtx.com

Requirements for the flyer:

• Full color, full page
• The headline “Communications Meeting/Game Night”
• Needs the date and time of event (Saturday April 4th 2:00pm)
• Also needs to include:  Attendance is mandatory for all employees between 2:00-3:30pm
• Should also note that there will be food, drinks and games!
• Please include the already planned games:  WiiU with Smash Bros, Racing Simulators, Oculus Rift, Artemis Bridge Simulator and more.

Remember to have fun with it and get creative.

When creating a refund ticket for Tengo, please calculate the estimated refund amount in the  Proration Calculator and include that amount in your ticket. Do note that anything above 5mb of data use counts as a day of use.

There is also a Tengo Flowchart available if you are not sure what steps to take during a refund request call.

IF THEY ASK, DO NOT TELL THE GUEST HOW MUCH IS BEING RETURNED. TELL THEM THAT THE REFUND AMOUNT WILL BE DETERMINED BY THE BILLING DEPARTMENT.

We need designs for Tech Team One Business cards. The top three designs will put to a floor vote and the winner will receive a $10 amazon gift card. Submissions to cwleads@cwxtx.com can be made from 3/24-3/27.  Voting will begin on 3/30.

Requirements:
Needs to have the TechTeamOne phone number (877) 822-5150
Needs to have TTO logo and slogan “IT For Everyone”
Needs to also have a spot for agent name and a placeholder for a coupon code.

We’ve uploaded the GIMP image editor to the share drive. Flag down a teamlead if you’d like to have it installed and begin designing.

If you’d like to design more stuff, you can also create a flyer for our communication meeting. Make sure you have: time, date, food, games and mandatory attendance on the flyer.

With the upcoming communications meeting/game party/nerd-fest around the corner (Saturday, April 4th), we need motivated people who would like to come an hour early and stay an hour late to help with set-up and clean-up.  This time (as well as the meeting) will be paid time on your ADP time card.

Please keep in mind that attendance is MANDATORY for all employees between 2pm and 3:30 pm 4/4/15.

If for any reason you cannot attend the meeting you MUST see George ASAP.

Additionally we would like everyone’s thoughts on food and game options.  If you can think of anything you would like to see that would be fun for a group or a good team builder, then let us know.  The current plan for the games is:

• Artemis Bridge Simulator
• Racing Sims
• Oculus Rift w/ variety of games
• WiiU with Smash Bros and possibly Mario Kart 8
• Possible card/Board games

I have included the links to all 3 forms below.  Thank you for your cooperation.

Set-up/Clean-up Sign up sheet

Food ideas sheet

Game Option ideas sheet

In an effort to keep ContactWorks clean, please follow these policy changes:

• Lunches are not to be eaten at your desk.  Please use the breakroom if you want to eat your lunch in the building.
• Small snacks like a bag of chips or a candy bar are ok to eat at your desk.
• All open food items need to be disposed of before leaving at the end of your shift.

We have a new park added to the Tengo Internet guest support. The new registration system will not only drive some calls, but will require a little extra TLC for your guests. Please do not worry about your handle time if you are helping a guest at this location.

The Park has recently switched from Free Connections to a Registration system. There are 2 different ways to register and 2 different Bandwidth systems available.

• Coupon codes issues by site – $0.00 – Free Basic Internet.
• Paid accounts  with Premium Pricing and increased bandwidth.

You can find more information in the Support Notes on the Paradise Oaks RV Parks page. Please ask your Team Lead if you have any questions.

We have an alarming number of tickets causing double work for our dedicated agents that do not follow process. I have reviewed with each of you individually on what this process follows. Since individual coaching, we found that there needed to be an update to this process as it has been broken relentlessly. Further violations will result in an action pathway, verbal or written warning.

Regarding cancellations

A) When you cannot find an account with the information provided. Send the customer “unable to find account” macro.

Ensure the Shared Q button is selected and submit as solved.

B) When you find the account. ensure you have cancelled the account in admin.
DO NOT MOVE ON UNTIL THIS HAPPENS.
-Only if braintree is retuning an error, escalate to “Jim” and continue to follow these instructions (you will  be assigning to JIM, and instead of  “submit as solved” instruction you will be “submit as open”)

Now that you have done so, go back to zendesk, fill out the applicable fields. Remember to select the Shared Q check box on the bottom right hand corner. after you ensure that the left hand side is filled accurately, INFORM THE CUSTOMER YOU HAVE CANCELLED THE ACCOUNT!

you can do so by simply selecting the macro button and typing “cancel service”

Once  you have this checklist marked off

-Account cancelled in admin
-All applicable Drop downs and sections filled in zendesk
-Shared Q checkbox selected
-Verify the trigger word “refund” is/not mentioned.

A) if not you are now ready to submit as solved and move on.

B) If the email send from the customer mentioned the word “refund”, You are to submit the ticket as PENDING and move on.

We submit the ticket as pending to track the time between refunds, if we find they will get one. Otherwise the shared queue agents has the ability to find that out in the admin account.

There are no tickets to be submit as open from any shared queue agents, you do not open a ticket to leave it open, you open a ticket to solve the ticket. when the customer replies the ticket will be marked as open. all open tickets should be escalations or responses from customers.
listed here in this post is 1 reason for escalation, when admin doesn’t allow you to close an account.

Process not being followed has caused hours of double work for our dedicated agents as well as a waste of time for our shared queue agents. Agents have been found to not be selecting the shared queue box, this is how we bill TeenSafe and track shared queue activity.

When a member of management or staff of a Tengo location call in on the guest support line, you are to help them and then provide them the VIP number for their convenience.

Under NO circumstances are you to give them the number and then ask them to call it without helping them.  That is lazy and unacceptable.  Please ask a team lead if you have any questions about this.

If you are filling out a refund request for a customer, make sure to get their email as an alternate contact and put it in the email field of the admin ticket.

This is important, as issues with refunds and phone number typos have caused issues in the past and then there is no way to reach the customer to get the required info.