Telco Account Mock Call for Newbies - No Internet

Description

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. FLOW CHART DOWNLOAD: https://drive.google.com/file/d/1bg0u-nZHwojbwphoGGLTKF7j5YQSdKGX/view?usp=sharing #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