Telco Account Mock Call for Newbies - No Internet

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...

#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