PMAX TALK
Quality Talk
Customer Service Excellence Training
"Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company."
Training Objectives
By the end of this session, you will be able to:
Discover Success Behaviors
Learn what behaviors you will need to be proficient at, in order to be a successful PayPal consultant.
Understand PA's Role
Understand your Performance Analyst's role in making sure you will be the best consultant you can be.
Meet the Family
Understanding your organizational structure and support system
Leadership
Management
Team Leaders
Support
You Are Here
What is the role of your Performance Analyst / Coach L1?
MENTOR
Develop/mentor you by evaluating contacts and providing regular feedback based on behaviors observed to ensure your continuous performance improvement
SUPPORT
Collaborate with your Coach in providing you with the tools that you need in order to succeed and advance your career
ANALYST
Evaluate and analyze not just your call behaviors but also the customers' and the product and processes
LEADER
Rally and engage the team in achieving performance goals together with your Coach, Team Leader, and Supervisor
Why is Call Quality Important?
How you handle every customer makes or breaks these:
Your Career Development
Customer Loyalty
PayPal's Competitive Edge
Cost to Company
Happy Customers
ePerformax's Growth
The Foundation of Excellence
Understanding products, processes, and customer needs
Positive mindset and commitment to excellence
Technical abilities and communication expertise
Understanding Nexidia Sentiment
🎯 What Is Nexidia Sentiment Score?
Sentiment scoring is a scaling system that reflects the depth of emotions in a piece of text or audio.
How is it Calculated?
Nexidia uses a combination of Acoustic (when applicable) and Linguistic approaches when calculating sentiment. It does give more weight to the linguistic approach since research has shown it to be much more predictive.
📊 Coverage
Currently calculating sentiment scores for ALMOST all phone and messaging interactions
🌍 Languages
9 different languages: EN, DE, SP, FR, IT, PT, MD, JP and KO (98% of GCS phone interactions)
🎁 Benefits in Using Sentiment
"Utilizing Average Sentiment as a valuable tool, you can use it as a guide to target call observations per intent, identify areas of opportunities to redirect with the aim of improving sentiment scores and achieving better outcomes in NPS."
Nexidia Sentiment - Progress Update
📈 Recent Progress
🎯 Use Cases
Detractor Intervention
Identify and address negative customer experiences
Fraud & Security
Monitor for security risks and fraudulent patterns
Red Flag & Zero Tolerance Behaviors
Flag critical policy violations
CSTS & Emerging Issues
Track customer satisfaction trends
PSB and Courtesy Credits
Monitor credit application patterns
Search Phrase for Analytics & Quality
Deep dive analysis on specific concerns
📋 Outcomes from Targeted Evaluations
- Outbound contacts will be initiated by an ICA or leader if there is a need to correct the resolution and salvage the interaction to mitigate financial loss, escalation, repeat contacts and non-promoters
- Behavioral alerts are issued if there are any violations or negligence done resulting to possible financial loss, account take over, escalation, repeat contacts and non-promoters
- Add calls to best practice or awesome failure libraries to be used for call calibration or call listening sessions
8 Critical Behaviors to Certify - Messaging
The teammates ability to demonstrate the 8 critical behaviors on Top 5 contact types will be measured
Research Previous Messages
Researched all previous messages in current conversation and any old conversations that are recent and relevant to understand the issue without making the customer repeat information.
Continued Conversation Flow
Directly reviewed and responded as a continued, flowing conversation and assumed that customer will not be able to reply, like with email platform vs live chat.
Forward Thinking Approach
Embraced forward thinking approach - what other issues and potential questions the customer may have to decrease the risk of another session (ex. Payment Holds possible next scenario as Withdrawal).
Avoid Non-Value Probing
Avoided non-value probing and inapplicable statements to delayed messaging such as "How may I help you?" "Are you able to chat?" "Can you go online?" "I haven't received a response from you...", etc.
Correct Terminology
Avoided using words such as "Chat, PayPal Live Chat, PayPal Chat Support", "chatting with me", giving preference to Online vs Offline status.
No Repetition
Avoided asking the customer to repeat the same information that has already been provided to the previous TM or Chat Bot.
3-Bubble Response
Utilized 3 bubble response following the messaging performance accelerator (acknowledgement, resolution, and closing/pause).
Utilize All Tools
Utilize all necessary tools and resources including quick responses, Spark Knowledge Widget, Optiflow, ROW/Non ROW page and GCS Knowledge Center.
7 Critical Behaviors to Certify - Phone
The teammates ability to demonstrate the 7 critical behaviors on Top 5 contact types will be measured
Avoid Security Risks
Avoided Security Risks (Did not disclose account specific info to third party caller, Did not read Mobile Disclaimer, Did not handle Managed Accounts, etc.)
Relevant Questions
Asked questions that are relevant to the customer's concern which will help uncover other details that are necessary for resolution.
Use All Tools
Used all necessary tools to identify the issue and confidently provide correct and complete resolution.
Champion Customer Issues
Actively championed the customers' issue and working on their behalf to achieve resolution.
Reposition Options
Used customer information to reposition available options and achieve mutually beneficial outcomes.
Guide Throughout
Did not only resolve the issue but also guided them throughout the interaction.
Avoid Unnecessary Transfer
Avoided unnecessary transfer.
Optiflow
📱 What is Optiflow?
Optiflow is a powerful one-stop shop to boost resolve and efficiency. It provides quick access to all essential tools and processes you need to help customers effectively.
🎯 Optiflow Interface
🔧 Key Categories in Optiflow
💳 Manage Financials
Add Bank, Add Card, Add Funds
🔒 UAA/ATO/SFI
Unauthorized Account Access, Account Takeover, Stolen Financial Instruments
🔑 Login & Password
Login issues, Password reset, UK Password Reset
⚠️ Disputes Click-Thru
Quick dispute resolution processes
❌ Payment Declined
Troubleshooting declined payments
📄 Echeck Scenarios
Electronic check processes
📅 Pay in 4 Void Auth
Pay in 4 authorization and void processes
🌍 UK AML Compliance
Anti-Money Laundering compliance for UK
🔷 PayPal Products
PayPal product information and debit card details
🎣 Spoof & Phishing
Identify and handle fraudulent communications
🛡️ Limitations Quick & Easy
Account limitation processes
💸 Transfer Guidelines
US and UK transfer processes
✨ Key Features:
- Real-time guidance for customer interactions
- Contextual recommendations based on customer situation
- Integration with other support tools
- Helps maintain consistency across team
- Reduces resolution time
- Quick access to specialized processes
- Version tracking (currently Version 7.1 - Updated 23 FEB 2024)
Key Takeaways
📚 What We've Covered
Your Support System
Understanding your Performance Analyst's role and organizational structure
Why Quality Matters
Knowledge, Attitude, and Skills impact your career and customer satisfaction
Nexidia Sentiment
Using analytics to improve customer interactions and identify coaching opportunities
8 Messaging Behaviors
Critical behaviors for effective messaging customer interactions
7 Phone Behaviors
Essential behaviors for excellent phone support
Optiflow Tool
Leveraging technology for optimal customer experiences
🎯 Remember
"Excellent customer service is the number one job in any company. It is the personality of the company and the reason customers come back. Without customers, there is no company."
Complete Your Training
🎉 You've Reached the End!
Congratulations! You've completed all 10 sections of the Quality Talk training.
What You've Mastered:
📋 Important: Mark Your Training as Complete
To receive credit for this training, you must click the button below.
This will officially record your completion in the system and update your training status.
Your completion will be recorded with your NTID/EID:
Training Completed! 🎉
Excellent work completing the Quality Talk training!