MW Outbound 5 Star

Outbound Calling and 5-Star
A winning combination!
Confidential and proprietary material for authorized Verizon Wireless personnel only. Use, disclosure or distribution of this material is not permitted to any unauthorized persons or third parties except by written agreement. © 2009 Verizon Wireless
Outbound for Success & 5-Star
• Purpose
– Gain knowledge of the available tools, scripts, and campaigns
available
– Learn to locate and use the available tools to make outbound
calls
– Identify the requirements of making outbound calls
– Explain successful tips to preparing for outbound calling
• Process
– Reading, writing, discussion, and practice activities
2
• Payoff
– Recognize the benefits of utilizing our Outbound Call Campaigns
to impact our NPS (RSS) scores
– Attain a new and fresh attitude about outbound calling
– Obtain the skills and confidence to successfully utilize 5-Star
when making outbound calls
3
Outbound Calling - The Rules
• VZW Do Not Call (DNC) Policy Requirements
– All calls must be made from a phone that transmits Caller ID
– All calls must be made from a phone number the recipient can call back
to request their phone number is added to the VZW internal DNC list
– Calls can not be made from a wireless phone, unless the phone remains
in the store or kiosk at all times
– The caller many not hang up on any outbound call until the phone rings
4 times or 15 seconds pass
– Calls may only be placed to existing customer’s Can be Reached
number
– Know your state laws for other requirements
– See InfoManager for all additional State specific guidelines
4
• Outbound Calling Hours/Days Restrictions
– What are the rules for your State?
– What are the rules for your neighboring State?
• Search InfoManager: Outbound Calling Hours/Days
Restrictions
5
• Outbound Calling Required Disclosures
– State your name and VZW/Alltel
• This info must be provided to the person answering the phone, even
before asking to speaking to the intended call recipient.
• This info is then repeated to the intended call recipient if she was
not the one answering the phone
– State the purpose of the call and descriptions of product/service
offered
• In Kentucky and North Carolina verify the recipient is at least 18
years old
– Be aware of the DNC policy and know how to add customers to
the DNC list
6
Outbound Calling - Preparation Tips
• Research the account before making the call
• Prepare for all calls before you start the first one
• Set a goal for yourself
• Make sure you have the time and a quiet work
environment to complete the calls
• Know your campaigns
7
Outbound Calling
• What does your call sound like?
8
Outbound Calling
•Example One – (VZW Employee)
“Hello, this is _________ your personal account consultant calling from

Verizon Wireless number ___________. After reviewing your account
thoroughly I have come up with a solution to save you money on your
monthly service.” (If answering machine is reached) “If you would like
more information on how you can save on your monthly bill please call
me back at 555-555-1212 at your earliest convenience.” (If contact is
made with account holder) I would go into further details, such as prior
monthly spending versus if a customer had a package. Before talking
to the customer I would have reviewed the account to prepare my flow
of conversation.
Jody Martell
McHenry, IL
9
Outbound Calling
•Example Two – (VZW Employee)
This is exactly what I say word for word:

“Hello _________this is Ryan from Verizon Wireless. I’m doing some account
maintenance this afternoon and as a courtesy I am calling to let you know of a
way we can save you a lot of money on your bill. __________(insert mobile
number) is doing a bunch of text and picture messaging, and it’s being done
without a package. So each message __________ sends or receives you are
being billed for. What I can offer you is a way to cut the messaging costs on
your bill by ______(insert cash savings). We have a messaging package for
_______ that will save you money. This package in no way extends your
contract; it’s just a feature that will save you a lot of money for something you’re
already using.
This works, without exaggeration, 95% of the time!
Ryan Severson
Brookfield, WI
10
Outbound Calling
•Example Three – (VZW Employee)
“My name is Kass, as a courtesy call, I wanted to review your account

with you. After reviewing your account, I see that we can help you
save money on ________ (mention mobile number). How would you
like to save on average ________/per month? I would recommend
_______(mention service or feature you are calling about), which
would again save you, again ___________ per/month.”
Kassandra Moisant
Marion, IL
11
5-Star
The 5-Star/Campaign Manager is a web-based sales follow-up and
loyalty tool that automatically loads customers into an on-line database
on a daily basis, allowing the Retail Consultant to better manage their
customers.
In the MWA we focus on the following activities:

•One day follow up calls
•Available customer campaigns
•NPS follow up calls
•Schedule and track referrals
•Future appointments
12
5-Star
• One day follow up calls
• Campaign Manager activities
13
5-Star
• Benefits to the customer
– Ongoing consultative relationship
– Communication of new products and services that may benefit
customers
– Higher customer satisfaction
14
5-Star
• Benefits to the Consultant
– Effectively mange customer contact
– Reduce charge backs
– Increase commissions
– Increase referrals
– Increase productivity
15
5-Star
• Benefits to Verizon Wireless / Alltel
– Build customer loyalty
– Reduce churn
– Reduce customer call-ins
– Higher NPS results
16
5-Star - Best Practices
• Best practices to make 5-Star to work for you!
– Print call lists at the beginning of each shift and schedule time for
consultants to make their calls.
– Ask consultants to track sales and commissions closed over the phone
and share success stories in team meetings.
17
5-Star - Best Practices
• Consultant functions
• Manager functions
18
• Purpose
– Gain knowledge of the available tools, scripts, and campaigns
available
– Learn to locate and use the available tools to make outbound
calls
– Identify the requirements of making outbound calls
– Explain successful tips to preparing for outbound calling
19

MW Outbound 5 Star

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MW Outbound 5 Star

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Outbound Calling and 5-Star

“Hello, this is _________ your personal account consultant calling from

This is exactly what I say word for word:

This works, without exaggeration, 95% of the time!

“My name is Kass, as a courtesy call, I wanted to review your account

In the MWA we focus on the following activities:

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