RCT Call flow

1. Validation to Technician

1.1. Received call from technician to report the restoration activity

Opening Spiel to the Technician:

English: RCT this is ( csr name), good morning/ afternoon/ evening.

Taglish: RCT Ako po si (csr name), magandang umaga/ magandang tanghali/ magandang hapon/ magandang
gabi.

Get the job order number from technician

Check provided job order number in ICCBS via Job Detail Enquiry

1.2. Validate the account holders name or account number from the technician and compare it from the details
encoded in ICCBS.

1. If unmatched, advice the contractor to validate and provide the correct information and callback, then end
the call

2. If matched, check the status of the account and proceed with getting the necessary information

1.3. Confirm restoration details from the technician. All information provided by the technician must be accurate and
complete, otherwise end the call.

Bundled/DOP/DSL Service for visited technician should be in subs premises when calling the hotline

1. Restoration activity done: ________

2. Ask the Reported Problem: ________
3. Visited or call through
If visited, ask the following:
i. Time of Visitation: ________
ii. Name of the repairman (last name): _______
iii. Contractor: __________
iv. Contractor contact number: __________
v. Recipient : _____________
vi. Relationship to the owner (for non-subs):________
vii. Other Contact number: __________
If call through add the following question
i. Ask for the reason of call through: ______
ii. Date and time of call: ___________
iii. Name of the repairman (last name): _______
iv. Contractor: __________
v. Contractor contact number: __________
vi. Call Recipient : _____________
vii. Relationship to the owner (for non-customers):________
viii. Other Contact number: __________

PARAMETERS/READING : (For visited restoration we are getting the readings/parameters across all
service)

4. WIRED:
Line Attenuation
Noise Margin DS (SNR)
Average Bandwidth
If action done is Change/replace Telset or modem

Old Brand Name: Not applicable to Reset or Reconfigured modem or change password
Old Serial Number: Not applicable to Reset or Reconfigured modem or change password
New Brand Name: (Telset or Modem)
New Serial Number: (Telset or Modem)

Insert activity for Change Modem/Change Telset (Wired DOP/Bundled)

 FLTCHGMOD For Change Modem
FLTCHGPHN For Change Telset
WIRELESS
3G
Antenna
Cell ID (for visited only)
Ec/lo (for visited only)
Indoor RSSI Level
Average Bandwidth
WIMAX
Antenna
RSSI
CINR
Signal Strength
Speed Test
4G (LTE)
RSRP
Cell ID
If Change Modem LTE/3G
Old Brand Name
Old Serial Number
New Brand Name
New Serial Number

Insert activity for Change SHP Tel / SHP Sim (Wireless Bundled)

SHPCHGTEL Change SHP Tel

SHPCHGSIM Change SHP Sim
SHPCSIMSF SF Queue for activation of Home Phone
If Change SHP
Old Brand Name
Old Serial Number
New Brand Name
New Serial Number

If Change SHP SIM

Old SHP SIM Serial Number
New SHP SIM Serial Number (Please input 8963 + Serial Number)
If serial number provided is invalid serial (Error: Invalid Serial Number)
Proceed for delay.
Delay Code : GSRIAL

1.4. If all information provided is correct and complete, RCT will then do the Validation and do the survey.

Thank the Technician for the information (Technician to Recipient)(Visited Wireless / DOP)
`Salamat po sa mga information Mr. _____ (Last name of Technician). Paki handover po ang telepono sa magrerecieve para sa
validation.

Thank the Technician for the information (Technician to Recipient)(Visited Landline Bundled)
Salamat po sa mga information Mr. _____ (Last name of Technician). Paki baba na lang po ng maayos ang telepono
para po sa validation.

Thank the Technician for the information (Technician to Recipient)(Not Visited Wired or Wireless)
Salamat po sa mga information Mr. _____ (Last name of Technician). Stay on the line po muna. Tatawag lang po ako
kay subs for validation.

1.5. If customer is uncontacted agent will advise technician to follow up their OK# thru their dispatcher. And agent will
still attempt to call the customer 3x within 2 hours.

RCT will not provide OK number if customer is uncontacted after 3 attempts. Technicians need to make sure that
customer has the correct and available number in the ticket.

Technician will get the OK number to their dispatcher.

If customer is still uncontacted after calling 3x within 2 hours, Agent will proceed in completion of the job order and
tag the disposition as CU.
2. Validation to Customer

Technician will hand over the phone to customer/recipient. (If account is DOP/ Wireless)
Technician will wait for RCT call to customer while in the premises (For Wired bundled)

Opening Spiel to the GLOBE customers:

English: Good morning/ afternoon/ evening this is (CSR Name)from Globe Repair Team. Im calling for the Job
Order Number ___(Job Order) May I speak to ____ (Recipient name) .
Taglish: Good morning/ afternoon/ evening si (CSR Name)ng Globe Repair Team. Tumawag po ako para sa Job
Order Number ___(Job Order) Maari kop o bang makausap si ____ (Recipient name) .

Opening Spiel to the BAYAN customers:

English: Good morning/ afternoon/ evening this is (CSR Name)from Globe Repair Team calling in behalf of your
Bayan account. This is for the Job Order Number ___(Job Order) May I speak to ____ (Recipient name) .
Taglish: Good morning/ afternoon/ evening si (CSR Name)ng Globe Repair Team na tumatawag para sa inyong
Bayan account. Ito po ay para sa Job Order Number ___(Job Order) Maari kop o bang makausap si ____
(Recipient name)

2.1. Verification Metrics:

Note: Important to established the full name of the account holder, if the receiver cannot provide complete
account name inform the technician to guide the recipient.
Account Name (Complete and accurate) Consumer Kanino po nakapangalan ang globe account?
- Business Saan po nakapangalan ang Globe account?
2.2. Then verify at least two from the following:

Verification for Consumer Account

Anu po yung account number Account Number (Accurate)

Anu po yung plan na inavail sa Globe? Plan (Speed/MSF/Service Type)
Kailan po ang birthday ni <account name> Birthday (DOB should be accurate)
Maaari ko kop o ba malaman ang inyong billing address. Billing Address (Should be accurate and
matched as indicated in our Webtool)

Anu po yung kumpletong pangalan ng Mother ninyo/ni _____(Subscribers Name) nung pagkadalaga?
Mothers Maiden Name (Should be complete with the middle name).

Verification For Business Account:

Complete Account Name

Account Number (Accurate)
Plan (Speed/MSF/Service Type)
Billing Address (Should be accurate and matched as indicated in our Webtool)

Verification For Prepaid Account:

Complete Account Name

Service ID
Billing Address (Should be accurate and matched as indicated in our Webtool)

2.3. Questionnaires

1. How was your landline/internet connection? Was it acceptable to you?

Note: Please ask the following depending on connection problem encountered by customer

Intermittent connection Stable na po ba yung internet connection nyo / hindi na po ba nag puputol-
putol yung internet connection ninyo?
Slow connection - Mabilis na po ba yung internet connection nyo?
No connection May internet connection na po ba kayo / working na po ba yung connection nyo?
No incoming / No outgoing Working na po ba ang Incoming call / Out going call po ninyo?
2. May we ask if you received a text message/call from our Technician with regards to the scheduled visitation?
Nakatanggap po ba kayo ng tawag o text mula sa aming Technician bago po sila dumating?

3. May we ask also if they arrived on the committed time? (If call through) May we ask what time did our
Technician called?
Nakarating po ba sila sa tamang oras? (If call through) Anung oras po kayo tinawagan ng Technician?
 4. May we confirm if the Technician is in proper uniform and with ID?
Nakaproper uniform po ba at naka ID po ang Technician?

Questionnaire no. 3 and 4 will only applicable for visited only.

If the internet is working, agent will ask the customer if he can now access the globe website. If not inform
the customer to try accessing the Globe website (www.globe.com.ph) - This is applicable to all Bundle and
DOP plan.

Thank the Recipient for the information (Recipient to Technician)

Thank you for those information Mr./MRS. _____ (Name of recipient). You may please handover the phone to the
Technician. Thank you for you time!

Salamat po sa mga information Mr./MRS. _____ (Name of recipient). Pakibalik na lang po ang telepono sa Technician.
Salamat sa inyong oras!

If validated working agent will then proceed with the closure and will provide OK# to the technician.

Thank the Technician for waiting

Thank you for patiently waiting Mr. _____ (Last name of Technician) You may please take note your OK NUMBER
(Provide OK NUMBER). Thank you for calling

Salamat po sa paghihintay Mr. ______(Last name of Technician) Paki take note na lang po ang inyong OK
NUMBER (Provide OK NUMBER). Salamat pos a pagtawag

2.4. Completion (ICCBS Action - Completion)

If validated working agent will then now proceed with the closure of job order via ICCBS tool. Coming and Clearing
will be done.
If the restoration has a change of equipment (MODEM/TEL), agent will insert activity for new equipment.
Delaying will also be done if the serial number is invalid.
Insertion of activity should be inserted by the SP/OSS if the restoration is change Primary, Secondary, DP, port, Wimax
modem and LTE SIM. Do not accept the closure if there is no insertion done.
If all information is correct, agent will provide OK# to the technician.
If service is not yet restored agent will advise the technician that is for Backjob. And agent will create misdeclaration
in ICS and will leave the JO open.
If validated working agent will then proceed with the closure and will provide OK# to the technician.

Orders should not be COM'ed for the following reasons: (except for uncontacted).
Uncontacted customer ( 3 attempts/ should be COMed at the end of the day) / Problem with their service (NDT, No
outgoing /incoming, etc.)
No connection / SIM serial doesn't match with the system (applicable for 3G)
FLTCHGWMX - WIMAX Change MODEM - Codes should be inserted and facilitated by the OSS/SP team prior coming
the restoration and clearing activity.

If the Restoration done involves changing of equipment, agent needs to insert another activity queue

Codes Description Action

FLTCHGMOD DSL Change MODEM Insert code if the restoration activity is change DSL modem.
FLTCHGPHN Change of Telset Insert code if the restoration activity is change of Telset.
FLTCHG3G 3G Change MODEM Insert code if the restoration activity is change 3G modem.
4GCHGMOD 4G Change MODEM Insert code if the restoration activity is change 4G modem.
FLTCHGSIM Change of 3G SIM Insert code if the restoration activity is change sim.
Insert code if the restoration activity is change home
SHPCHGTEL Change of home phone
phone.
Insert code if the restoration activity is change home phone
SHPCHGSIM
Change of HP SIM SIM. Insert SHPCSIMSF activity for activation of HP SIM to
/SHPCSIMSF be facilitated by SF Team.
Change Modem from Non-GP
FLTGPMFA Insert code if change modem from Non-GP to GP
to GP
GPSIM Change Modem from GP to GP Insert code if change modem from GP to GP

RCT Disposition:
DESCRIPTION CODE FRONTLINE DESCRIPTION
CONTACTED
Resolved CR Contacted Restored service
Unresolve CU Subs was successfully contacted and confirms service not yet fix
Acknowledge DA Contacted and acknowledge reason for delay
Hang up UH Subscriber answers that call but did not choose any options
UNCONTACTED
Answered Machine UA Fax tone is heard upon dialing subscriber's contact number
Call Busy UB Response from subscriber's contact number(s) is "busy tone"
Invalid Number UI Response from subscriber's contact number(s) is "number is incorrect."
Ring no answer UR subscriber's contact number(s) are "just ringing"
Network Refusal UN Encounter Sit tone, application error, cpa time out, unreachable.

Standard ICCBS Notation Should follow standard notation prior COMing the repair activity

ACTIVITY COMING NOTATION

Company/Technicians Surname/Time of Visit/OK#/Disposition/Recipient/Recipient

Relationship/Contact number/Findings & Fixed(find/fix code)/Signal Reading-Line
RESTORATION ACTIVITY Paramaters/Old brand type & Old Serial/Old Serial and New Serial Modem-Telset/Agent
Name + Site + Campaign

Reminder: Do not forget to encode correct Date/Time

INSERTED ACTIVITY
(Equipment) Encode serial number use
FAULT CLEARING Input the correct find and fix code -
(FCCCLEAR) Coming: Encode - COM BY <agent name>TECHM-RCT

CWICTCHK HANDLING

Agent should check the job order provided by technician if there is a tagging or activity of CWICTCHK .

If none, follow BAU process.

If yes, agent should use the find and fix code indicated in the notation of CWICTCHK activity.

if ever that there are other restoration done, (sample: change modem) agent will follow regular handling.

This is intended only for all NTF call through / visisted

To lessen the NTF fix codes, we will be using the appropriate find and fix code validated by he technician for all job
orders with CWICTCHK activity.

Agent should not use NTF fix code.

Below is the sample notation from CWICTCHK activity. The fix code should be FXR086 - Replaced secondary cable or FXR075 -
Respliced secondary cable.
 2.5. Provide closing spiel to customer If all information provided is correct and accurate and no problem with customers
service.

(Optional if customer have other concern)

Pasensya na po sa naging abala.

Residential (GLOBE):

If you have other concern, just call Globe Hotline, just dial (02)730-1000 or 211 using your Globe handy phone. Thank
you for your time.

Business (GLOBE):

If you have other concern, just call Globe Hotline, just dial (02)730-1288 or toll free

1-800-8-730-1288 using your Globe handy phone. Thank you for your time...

Residential (BAYAN):

If you have other concern regarding your Bayan account, just call Globe Hotline, using your Bayan Landline, just dial
(02)730-1000.

Thank you for your time...

Business (BAYAN):

If you have other concern regarding your Bayan account, just call Globe Hotline,using your Bayan Landline, just dial
(02)730-1288

Thank you for your time...

If service is not yet restored agent will advise the technician that is for Backjob. And agent will create
misdeclaration in ICS and will leave the JO open.

Spiel for Technician if service is not yet restored

Thank you for patiently waiting Mr. _____ (Last name of Technician) Upon validation po sa customer, hindi pa rin
po working ang connection. Maari nyo pong icheck ulit ang nagiging problem and take note ko na lang po dito na
ito po ay for BACKJOB.

(Do not generate and provide OK NUMBER)

Thank you for calling!

Salamat po sa pagtawag!

Coming for Activity

Click on COM button
 Activity Status should be ACT/EXC. Then click COM.
If activity status is AAD Validate first with the customer if already restored. If yes, change the activity status from
AAD to EXC using MAS.
If not, do not change the status of activity and inform the technician.

Fill out the date and time and put the notation. Click submit

After clicking submit button

RCT MISDECLARATION Guidelines

Creation of misdeclaration case is via ICS tool.

Agent should follow correct tagging of misdeclaration case.

We need to create misdeclaration tagging if there are any discrepancy on details provided by Technician
(regardless if resolved or unresolved).

Agent should based on the list below:

Type of Misdeclaration Description

declared as NTF VISITED by technician. Upon validation, tech didn't
NO TECH VISITED-UNRESOLVED
visit subs premise and service still not working
 declared as NTF VISITED by technician. Upon validation, tech didn't
NO TECH VISITED-RESOLVED
visit subs premise and service is already working
declared as NTF CALL THRU by technician. Upon validation, no call or
NO TECH CALLED/TEXT-UNRESOLVED
text made and service still unresolved
declared as NTF CALL THRU by technician. Upon validation, no call or
NO TECH CALLED/TEXT-RESOLVED
text made and service is already resolved
NO TECH CALLED/TEXT AND NO TECH declared as NTF VISITED by technician. Subs didn't receive call/text
VISITED-UNRESOLVED and tech didn't visit the premise. Service is still not OK
NO TECH CALLED/TEXT AND NO TECH declared as NTF VISITED by technician. Subs didn't receive call/text
VISITED-RESOLVED and tech didn't visit the premise. Service is already OK
can be declared as NTF VISITED or CALL THRU. Technician visit subs
STILL UNRESOLVED
premise or call subs but still unresolved upon callout validation
TECH VISITED INSTEAD OF CALL THRU- declared as NTF CALL THRU but technician visits subs premise.
UNRESOLVED Service is still not OK
TECH VISITED INSTEAD OF CALL THRU- declared as NTF CALL THRU but technician visits subs premise.
RESOLVED Service is already OK
TECH CALL THRU INSTEAD OF VISITED- declared as NTF VISITED but technician call/text subs. Service is still
UNRESOLVED not OK
TECH CALL THRU INSTEAD OF VISITED- declared as NTF VISITED but technician call/text subs. Service is
RESOLVED already OK
WRONG RECIPIENT NAME -UNRESOLVED technician declared wrong recipient. Service is still not OK
WRONG RECIPIENT NAME -RESOLVED technician declared wrong recipient. Service is already OK

The standard notation can be found in the Guided Text - Quick Path: RRR
Aside from the standard notation, you need also to fill up the following fields below with its corresponding details.

- CONTACT#: >>> JOB ORDER#

- CONTACT PERSON >>> Contractor's name

- DELIVERY ADDRESS >>> AREA

RCT IMPORTANT REMINDER:

Wimax change modem activity should be COMed first by OSS or SP prior requesting for Order closure
via RCT hotline. In case that the Technician is requesting for order closure and the Wimax change
modem (FLTCHGWMX & SPOSS) is not yet COMed, agent should advise the Technician to send an email
request first to OSS for closure of change wimax modem activity.([email protected])

All visited customers by Technician should have a signal reading/line parameters except Voice Only
service and refused to entry.

If restoration is change Dropwire, agent should get the actual dropwire used.
 All restoration that has an action via OSS or SP, agent should get the name of the OSS/SP agent and
include to your tagging.

All restoration activity below should have an insertion of activity via OSS or SP (COMED) before
completion of the repair job order. If not, advise to call OSS before calling our hotline.

Change Primary

Change Secondary

Change DP

Change Port

Change Wimax Modem

Change LTE SIM

OSS (one stop shop) Queue IDs that should be inserted by the OSS/SP team depending on the
restoration done by the technician.

Codes Area Queue ID

Luzon PORTCHGWOLZN, PORTFLTMDF
CHANGE PORT
Vismin SSPRTCHWO, SSREJFLT
PRIMPAIRLZN, DSLMDFRE, SSPOWOLZN,
Luzon
SSREFLTLZN
CHANGE PRIMARY
PRIMPAIRVM, DSLMDFREJ, SSPOWOVM,
Vismin
SSREFLTVM
Luzon SECPAIRLZN
CHANGE SECONDARY
Vismin SECPAIRVM
Luzon DPCHANGELZN
CHANGE DP
Vismin DPCHANGEVM
Luzon SPOSSLZN , WMXCHGMODLZ
CHANGE MODEM
Vismin SPOSSVM, WMXCHGMODVM
Luzon SPOSSLZN , 4GCHGSIM
CHANGE LTE SIM
Vismin SPOSSVM, 4GCHGSIM

Improved Interim Call Thru Handling SCM

1. Technician
a. Logs repair activities via SCM

2. Call Thru CSR

a. Accesses SCM
b. Verifies details in SCM
c. Calls number declared by Customer and conducts survey

i. If Contacted:

1. Validates Customer Identity

a. If Consumer:

i. Validates Account Name

ii. Gets relationship, if account owner is not available to take the call

b. If Business:

i. Validates Complete Account Name

ii. Gets position

2. Validates if line is working

a. If yes

i. Closes order
ii. Generates and inputs OK number in ICCBS
 b. If no

i. Tags order as GBK-Back Job in ICCBS

ii. Rejects in CT Tracker

3. Ends call

ii. If Uncontacted

1. Makes three call attempts every two hours

2. Closes order
3. Generates and inputs OK number in ICCBS