1.0 Purpose.......................................................................................................................

1.1 SCOPE................................................................................................................
1.2 POINTS OF CONTACT..........................................................................................
1.3 DEFINITIONS.......................................................................................................
1.4 TRAINING DATABASE LOCATION...........................................................................
1.5 EVALUATION METHOD.........................................................................................
2.0 Training Resources...................................................................................................
2.1 RESOURCES AND FACILITIES...............................................................................
2.2 Future
Plan.6
3.0 Topic 3.........................................................................................................................

1.0 Purpose
Understand how to switch from a recording survey to a non recording survey
while having the customer on hold.
1.1 Scope
Avoid recording calls when our customers have refused to be record.
1.2 Points of Contact
Role
SSC Global Training
Coordinator

Name
Roberto A. Martinez
Roldan

Contact Number
150-6419

1.3 Definitions
C-NET : Computer Network or Communication Network
1.4 Training Database Location
1.5 Evaluation Methods
Instructor Feedback

2.0 Training Resources

NA
2.1 Resources and Facilities
Training Room
Overhead Projector
Projector Screen
Laptop
White boards
White board markers and eraser
2.2 Future Plan
Employee training updates/refresher will be required once a year or each time an
agent requests a training refresher. Any employee retraining should be escalated
through the QA manager, Training Coordinator or SME subject matter expert for
proper coordination.

CUSTOMER REFUSES TO BE RECORDED

3.0 Training Procedure
When a customer has refused to be recorded when answering a survey agent is
expected to re assure that the call survey will not be recorded. It is very important
that the survey recording be stopped by changing the line from the CISCO line to
the C-net Line. It does not matter how long it takes; if necessary it is better to
hang up and call customer immediately from the C-net line in order to avoid
recording the call.
If audited and are proved to have been recording the call, the legal liability will be
very high.
The steps below demonstrate the proper Line change procedure you will follow
to effectively stop the call from being recorded.
Understand the differences between a CISCO and a C-net line:
CISCO line is the main contact line used to communicate with our customers.
This line is set up with a recording application which is enabled to record anytime
a CISCO line is in use. This line is used to receive or place calls from our
customer 800 service numbers.
C-net line is used as a method to communicate internally through extension
numbers. Communication can go either way from the Americas to Asia, from
Europe to Canada etc. Every country has an assigned C-net ID, for example:
USA Rochester 100
USA Windsor 130
MEX Guadalajara150
China 500
The agent C-net should be visible depending the CISCO phone you have been
provided:
Agent C-net line
Agent CISCO line.

Changing from a CISCO line to a C-net line.

When the customer is beginning the eXceed survey and has specified that
he/she does not want the call to be recorded:
Ask the customer if can hold on the line while you switch to a none recording
extension.

Press the Transfer button Dial 28 XXX - XXXX (Enter your four digit C-net
Extension. For example for Mexico it will be 150-XXXX; China 500-XXXX)
Your C-net extension light will begin to blink. Press the transfer button the
Answer.
View the images below:
1. Customer is on the CISCO line and has asked not to be recorded:

CISCO line in use

2. If customer has agreed to wait for you to switch to a non recording line
press the Transfer button.

3. Dial 28 XXX- XXXX (C-net extension) & press Transfer again, then press
Answer button.

The caller will now be transferred from the CISCO line to the C-net line.