Call Flow

What is ARM and what does it stand for?

ARM is a tool that helps you stay in control of the call as an expert. Acknowledge, Respond, and Move Forward

Example: Customer: "Yes, I'm calling because my bill is over $200 higher than it was last month and I don't know why."

Acknowledge and Respond: "I understand how a change in your bill can be a concern. We can review your account together to determine what caused this change." Move Forward: "May I have you start by providing your account number please?"All components are seamless and there are no pauses between each step.

close call

Close the Call Phase Customers must be provided a summary of the interaction as needed, and advised on next steps when applicable.Example summary statement: OK, Mr. Thomas, I have reset your PPV PIN to 1234.Key Attributes: Summarized the interaction, providing only critical information; advised on next steps (e.g., trouble call expectations) when applicable. You must offer standard Charter self-help and/or customer education. Remember there are a variety of Email Helpful Hint articles within Copilot depending on the subject. See related content Proactive or Future Value - Customer Education for additional information for educating customers about self-help options.Example customer education statement: Mr. Thomas please note that you can always access your account online - allowing you to review your package, get a channel lineup, pay your bill, etc.Key Attributes: Offered self-help and/or customer education in an attempt to eliminate future interactions. You must provide a professional standardized closing See related content for the Voice of the Customer Survey.Example closing statement: Mr. / Ms. _________, I want to personally thank you for calling in and allowing me to assist you today. Is there anything further I can do to assist you? You may receive a callback concerning a brief five-question survey, I would appreciate any feedback you can provide on my personal performance. [Customer responds with a no.] Thank you for calling.Key Attributes: Offer additional assistance, and thank the customer.

Opening

Every representative is required to provide a standard greeting at the beginning of every call.Additionally, you should only refer to the customer by their last name with the appropriate title and ask the customer for a callback number should they become disconnected. If the call is disconnected, you should call the customer back immediately. Only one attempt to call the customer back should be made.Example greeting when the account auto populates: Thank you for calling Spectrum. This is [insert name]. Can I have your name and address to make sure I'm looking at the correct account? [Wait for customer response.] Thank you for that information. In the event we are disconnected, what is the best number where I may reach you? [Wait for customer response.] Thank you, Mr. Smith. What can I help you with today?Example greeting when the account does not auto populate: Thank you for calling Spectrum. My name is [insert name]. With whom do I have the pleasure of speaking to today? [Wait for customer response.] Thank you. May I have your account number or the phone number to the account you're calling about today; please allow me a moment to access your account, Ms. Smith. Can you please verify your address? [Wait for customer response.] And in the event our call is disconnected, what is the best number to call you back? [Wait for customer response.] Thank you, Ms. Smith; how may I help you today?Key Attributes: Branded Spectrum; provided your name; obtain customer information; obtain callback number in case of disconnect; use customer's formal name; offer assistance. Throughout the call, you must provide acknowledgment statements that summarize the concerns the customer has brought up.Example acknowledgment statement: So if I understand you correctly Mrs. Robertson, you are experiencing issues with your Internet services.Key Attributes: Acknowledge the customer's comments specifically, as appropriate throughout the interaction; leverage the customer's formal name unless otherwise directed or granted. Value statements about Spectrum services and products must be communicated throughout the call, as appropriate.Example value statement: Let's get you back to enjoying the lighting fast speeds that we offer.Key Attributes: Promotes the value in Spectrum products. Empathy and sympathy must be expressed throughout the call, as appropriate.Example empathy statement: I understand how frustrating it is not being able to watch your favorite programs, Mr. Smith. Let's work together to see what we can do.Example sympathy statement: I am sorry to hear that our services are not working properly, Ms. Masters. Let's work together to see what we can do.Key Attributes: Demonstrated sincere understanding and/or sympathy for the customer's situation.

Fact-Finding Phase

Fact-Finding Phase You must identify the customer's needs related to the call.Example fact-finding phase question: While I am pulling up your account, Mr. Thomas, are there any additional concerns?Key Attributes: Ensured full scope of the issue had been identified, including the customer's expectations. You must conduct account research, such as analyzing previous trouble calls and orders and identifying which services the customer is subscribed to determine if it could be the cause of the current issue the customer is experiencing.Example fact-finding phase statement: So, I am looking over your account Miss Gates, I seeKey Attributes: Made the customer a partner; leveraged this time to review activity on the account that may assist in expediting the resolution. You are required to follow proper troubleshooting steps to resolve the customer's issues.Example troubleshooting question: Mr. Lee, can you please tell me what code, if any, is being displayed on the cable box?Key Attributes: Made the customer a partner; leveraged Charter Gateway as applicable. After following the proper troubleshooting steps, you must identify the root cause of the situation.Example root cause statement: Mrs. Anderson, based on the information at hand, it appears your TV service is experiencing an issue that will require a technician.Key Attributes: Leveraged data discovered via the Fact-Finding segment to determine root cause.

What do you do in the Arm portion of arm?

Move Forward: ask a question to either check for understanding or move the conversation to the next step of the resolution.

Resolution Phase

Resolution Phase You must leverage all proper systems required for proper resolution.Example tools: ACSR (CSG), ICOMS, UCM, Gateway, CoPilot, etc.Key Attributes: Accessed all systems required for providing an accurate resolution. You must conform to all applicable business rules while supporting customers.Key Attributes: Properly executing all actions in accordance with business policies ensures the most advantageous result for all parties involved. You must provide appropriate resolutions.For example: Mr. Anderson, in order to stop your channels from breaking up, a technician will need to come to your home.Key Attributes: Through the utilization of proper systems and execution of applicable business rules, provide an accurate resolution/solution to the customer's situation. You must provide all relevant and accurate information through the entirety of the call.Key Attributes: Be forthcoming and accurate with information that is relevant to the situation at hand, including information required for next steps (as applicable).

What do you do in the Respond portion of arm?

answer the question by informing, reinforcing, or reframing positively. Focus on what we can do and/or what is positive about the situation.

What do you do in the Acknowledge portion of arm?

provide a statement of understanding and /or empathy, if needed, to show you are listening.