Module 1

Introduction

CallServ is an organization that operates within the service sector that fields incoming and outgoing calls from customers of TSTT. This call centre is operated by customer service representatives who manage each call and is responsible for resolving issues that may arise with each customer.

In customer service, many customers assume that the standard of service they will be receiving is of high quality. Many of them not only want their issues addressed but it must also be done in a quick and efficient manner.

This training manual is designed to train you, the customer service representative, on the technical information that is used to provide excellent service for our customers. The materials in this manual are intended to be flexible so that it can cater to the needs of anyone that works within the call center. 

CallServ Overview

Call Serv is a dynamic new call centre that offers a comprehensive range of inbound and outbound telemarketing services and an array of other innovative alternative solutions to meet the needs of your business. Some of our services include customer care, tele surveys, customer contact, marketing services, webchats, email responses, technical support and work desk, customer insights and data analysis.

Our Passion

With a strong commitment to integrity and excellence, we aspire is to deliver first-class customer management solutions both regionally and internationally. We are dedicated to partnering with our clients to deliver maximum efficiency and customer satisfaction.

TSTT Overview

Telecommunications service of Trinidad and Tobago Limited is jointly owned by National Enterprises Limited (NEL) which in turn is majority-owned by the Government of Trinidad and Tobago, and Cable & Wireless 9West indies) Limited, (C&W). NEL owns 51% of TSTT’s issued share capital. While C&W holds 49%.​

We are the country’s largest provider of communications solutions to the residential and commercial markets and its leading-edge products are designed around its IP –based infrastructure and marketed under the bmobile brand. ​

TSTT is the industry leader deploying both wireless and fibre optic networks to deliver voice, data and multimedia capabilities making it also the most advanced solutions provider in the country. The company’s customers include key industry leaders in the finance, energy, government, manufacturing, education, healthcare and tourism sector.

Our Contact Centre

Our Focus

Our Mission

Our Mission is to partner with our clients to build customer trust and value by taking ownership of every call and providing a quality experience the first time, every time.

Our Purpose

To provide prompt, courteous and efficient service aimed at fulfilling the ever-increasing needs and expectations of our customers via highly skilled professional, proactive and motivated employees. ​

Contact Centre Management Team

Our contact centre is directed by Mr Nick Sheppard and Ms Nathasia Hankey who are the directors of operation and administration respectively. Working closely under management would be Mr Dominic Smith (Chief Operating Officer), Mrs Nezelle Clarke-Ashby (Human Resource Manager), Mr Mark Small (Operations Manager), Ms Khadisha Percival (Operations Manager), Ms Patricia Black (Quality and Training Manager) and Mr Shaed Mohammed (IT Manager).

Our Contact Centre is positioned within the Customer Experience arm of the Wireless LOB which is overseen by Mr Brian Collins our General Manager and Mr Jesse Edwards- Senior Manager CX respectively.​

Ms Ileana Pinard- Manager Contact Centre is tasked with the direct management of the Contact Centre is the direct management of the Contact Centre operations (internal and vendor) and attainment of the set KPIs. She is supported by her Two Vendor Managers.​

• Mrs. Liesl Henry- Marshall- responsible for FCSS/ITS LOB’s​
• Mr. Brendan George- responsible for MCSS LOB.​

Customer Service Agent (CSA)

A Call Center handles inbound and outbound calls. The representatives of a call centre are individuals who answer and dial out calls. Their responsibility is to respond to incoming calls from the customers to take their orders, answer questions and inquiries, troubleshoot problems, provide information and handle complaints regarding the organization’s products or services. ​

• Routing inbound calls to the appropriate resources.​
• Following up complicated customer calls where required.
• Completing call notes and call reports as necessary and updating them in the System.​
• Obtaining and evaluating all relevant data to handle complaints and inquiries.​
• Recording details of comments, inquiries, complaints, and actions taken.

What is the Fixed Line of Business?

The Fixed Line of Business consists of the Landline and Security services provided to our customers from Bmobile. The call centre’s purpose is to troubleshoot, provide clarification and offer new fixed packages to our customers. Only on a daily basis, there are inbound calls that are received by our agents who must then use their knowledge of these services as well as the troubleshooting methods to assist each customer in a quick and efficient manner.

What is the ITS Line of Business?

The Internet Technical Support Line or Internet Help Desk (IHD) Line consist of Internet services, Entertainment services as well as the equipment used which is provided to our customers from Bmobile. The call centre’s purpose is to troubleshoot the technical issues with this service, provide clarification about their bills and offer new Internet packages to our customers. inbound calls are received on a daily basis by our agents who must then use their knowledge of these services to assist each customer while providing excellent service.

Difference Between WTTX and Copper Services

Wireless to the x (WTTx), a wireless home broadband technology also known as fixed wireless access is used to facilitate the services of our customers.  Before WTTX there was Copper. The Copper Lines is an older system that was used to facilitate our services; however, it wasn’t providing the standard of quality that our customers desire.

With WTTX customers get:

• Improved Coverage

Parts of Trinidad and Tobago lack adequate LTE coverage in suburban and rural areas. Weak LTE coverage has become the greatest obstacle to deliver superior user experience, especially in indoor scenarios. However, WTTX combats this issue and provides our customers the equipment that is needed to provide more coverage.

• Higher Data Rates

As WTTX is a wireless technology, it has tremendously improved air interface performance over the years.

• More Services

From broadband access and voice services to smart home services, this technology has enhanced and even created more services for our customers to enjoy.

New customers that would like to render our services will be automatically placed on the WTTX system, however we have customers who are still on the copper system for various reasons.

Reasons:

• If the existing customer’s area doesn’t have any coverage for the WTTX system
• If the business customer has a linx machine that is not from RBC (Royal Bank)

On the copper system entertainment was one of the services offered. However, that service is not offered to our new customers and they will need to be referred to our sister company, Amplia for that service. Please note that once copper customers have the Entertainment service on their line and can be transferred over to WTTX, they will remain with that service on the WTTX Line.

Review of Fixed Packages

Fixed packages are services that are offered to our customers and it is usually found on the Bmobile website, i.e., bmobile.co.tt.

 On this site, you can view the prices and details of each package. Packages for the FCSS/ ITS line can be found under three categories:

• Landline
• Internet
• Security

With each package, you can find the price before tax is added as well as the price after tax is added.