Project 1 Activity Overview

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INTERNAL USE ONLY - Copyright ©Liveops, Inc. 2021. All Rights Reserved. Unpublished and Confidential property of Liveops, Inc.

LIVEOPS AGENT

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Project 1 Activity Overview:

Directions:

● In this activity document, there are two role play scenarios. Your facilitator and one participant will perform Role Play 1: Demonstration while you

observe.

● After the demonstration, you and another classmate will partner together and complete Role Play 2: Partner Practice.

● When you partner up, you or your partner will need to make some modifications to an account to prepare for the role play. Read the role play

directions and then use the Set up Account for Role Play section.

Role play Key:

Role Script Prompts Action Onscreen Scorecard Criteria Criteria Met?

Agent or

Customer

“Say” “Do” Associated criterion

for QA purposes

Did the agent

complete the

behavior describe

in the associated

criterion? Mark

“Yes” or “No”

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LIVEOPS AGENT

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Role Play 1: Demonstration

Summary: A customer calls in to add their AARP membership. An independent Liveops agent answers and is happy to assist them. During the call, the

agent adds a credit card, the AARP membership, and a security passcode.

Directions for observers: Use the role play outline below to follow along as the facilitator and participant demonstrate this role play scenario. As you

follow along, review the criteria in the Scorecard Criteria column and mark “Yes” or “No” in the Criteria Met? column to indicate if the individual playing the

role of “agent” met the behavior.

Resources for this role play scenario:

● LEAD Training environment

● Notepad

o Use this template

▪ Caller

▪ Phone:

▪ Reason

▪ Resolution

● Lessonly KB article: Security Passcode Policy

Account Name: Janet C Akerblom (102444833)

Account preparation:

● Locate this account and do the following before the scenario:

o Remove AARP Membership

o Remove credit card on file

o Remove Security Passcode

● Follow the directions in the Setting up Account for Role Play section of this document to prepare the account.

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Ring, ring….

Agent ● Greet caller with proper introduction

Example: Thank you for calling Consumer Cellular. This is <Name>,

how can I help you?

3.4 Greeting: Did the

CAA have a positive

greeting?

Customer Hi, I was calling to see if I could get my AARP Membership added

to the account. I think that’ll allow me to get a discount on the

plan, right?

Agent ● Answer AARP discount question

● Provide an exceptional assurance statement

● Being Verification process – ask for first and last name

Example: Yes, that is correct. We offer a 5% discount to AARP

members. I would be more than happy to help add your membership

today. To access your account, may I get your first and last name?

Click the Existing

Customer Tab.

2.2 Confidence: Did

the CAA answer the

customer’s questions

and concerns with

confidence?

5.3 Assurance: Did

the CAA start the call

with the assurance of

help?

Customer Yes, it is Janet Akerblom. Last name is spelled A-k-e-r-b-l-o-m. Type first and last

name in Notepad

template

Type Janet Akerblom

in “Customer Name”

field and click Search.

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Agent ● Thank caller by name

● Ask for service phone number for verification using

“please”

Example: Thank you, Janet. For verification purposes, can you please

provide me with phone number?

In the Who is calling?

Screen, Agent should

select the Account

Holder Name

(Primary User)

3.1 Manners: Did the

CAA appropriately

use "Please" and

"Thank you"?

Customer It is 207-899-2557. Click the circle with

the checkmark for the

service phone #

Type the phone

number in Notepad

template

Agent ● Ask for the last 4 of the account holder’s social security

number.

Example: Excellent. And what is the last four of your social security

number?

Type “Cust wanting

to add AARP

discount” for Reason

in Notepad template

Customer 0381 Click the circle with


ssn last 4

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Agent ● Provide transition

● Address missing credit card screen-pop up issue

Example: Thank you for providing that. I have your account verified.

Now before I add that AARP discount to your account, let’s quickly

take care of an outstanding issue. It looks like your account is missing

a payment method. We do require a credit card to be on file. May I

add this to the account today?

5.5. Verification: Was

the caller properly

verified?

2.5 Expectations and

Plan of Action: Did

the CAA set

appropriate

expectations and/ or

give the customer a

path of action?

Customer Sure. The number is 4111-1111-1111-1111. Enter credit card

number in Credit Card

Number field

Agent ● Collect card expiration

● Thank caller for providing information

Example: Thank you, Janet. I have entered the card number. Now

what is the expiration?

5.6 CPNI

Requirements: Were

CPNI requirements

met?

Customer The card expiration is October 2022. Enter 10/22 in

Expiration field

Agent And could you please provide the three-digit number on the back

of the card?

Customer It is 123. Enter 123 in CCID field

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Agent ● Provide transition to authorization

● Read credit card authorization script

● Confirm authorization agreement

Example: Okay, I have added all the payment information.

Script in Lead: When adding or updating a credit card on an account,

we perform a $1 authorization on the card to verify that the card is

valid. This is an authorization only; we do not actually charge the

card. The card issuer will hold and release the funds according to

their policies.

Confirm: Do you agree to the credit authorization?

Type “Updated

payment method”

Credit card added” for

Resolution in Notepad

template

4.4. Call Flow/Script:

Did the CAA follow

the call flow or

scripting?

Customer Wait. So, you are going to charge me a dollar for adding my credit

card?

Agent ● Explain authorization charge and reversal

Example: So, what this basically means is that a $1 charge will

appear on your card for a short time. This is just to ensure that this

card works and there is money on the account. Once the system

verifies the card is valid, we remove the $1 charge.

1.4 Objections or

Concerns: Did the

CAA address the

customer’s objections

or concerns?

Customer Oh, that’s fine. Check Customer

agrees to credit card

authorization.

Click Save.

5.7 Did the CAA

accurately complete

actions required from

the call?

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Agent ● Ask for AARP membership number

Example: Great! Now let’s add your membership. Could you provide

me with your AARP number?

Click the Pencil icon

next to Customer Type

in Account

Information

Select AARP Customer

Type dropdown.

Customer It is 0382348787.

Note: For this training environment account, the AARP should

automatically show up when agent select “AARP” from the

Customer Type dropdown. Have customer read number that

appears in Member ID.

Enter 0382348787 in

MEMBER ID field.

Note: Even though

number appears, re-

enter it for practice.

Click Save.


● Remind customer of discount

Example: Okay, I have added that to your account. Thank you very

much for that. So, you will get a 5% discount off your monthly fees

going forward.

Add “Added AARP

membership to

account and

explained discount”

to Resolution in

Notepad template

5.7 Did the CAA

accurately complete


the call?

Customer Excellent!

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Agent ● Ask if customer needs further assistance

Example: Is there anything else I can help you with today?

Click Notes Tab

Copy/Paste note from

notepad

Click dropdown

Select

“Balance/Usage

Inquiry”

4.3 Notes: Were

notes clear, accurate,

and business

appropriate?

Customer Yes, I almost forgot. My friend told me about a password or

something you can set up as an extra layer of security for my

account. Is that right?

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Agent • Explain the way the security passcode works

• Provide important callout about what happens if caller

can’t remember security passcode.

Example: That’s right. We can add a security passcode, as an extra

layer of security. In addition to collecting the standard pieces of

information for verification from you or a secondary authorized user,

we will also ask for this password on every call.

I do want to mention that if you or another authorized user forgets

the code, we will be limited on the information we can provide you

regarding your account. If you need to change the passcode, you will

need to chat, email, or fax in a copy of your photo ID for review. The

turnaround time for reviewing the ID is three business days.

So given this information, would you like to move forward with

setting up a security passcode?

Pull up Security

Passcode Policy KB

article.

Customer Yes, please. In the Reason portion

of the Notepad

Template, type,

“Requested to set up

security passcode.”

Agent • Ask what they would like the code to be

Example: Janet, what would you like the passcode to be?

Customer How about 9232?

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Agent • Respond to customer

• Advise agent to write it down and keep it somewhere safe

Example: That works! I have set your security passcode. It would be a

good idea to write your passcode down and store it somewhere safe

in case you forget what it is.

Click the Security

Passcode icon

Enter 9232.

Click Save.

Add “Set security

passcode” to

Resolution portion of

the Notepad template.

5.7 Did the CAA

accurately complete


the call?

Customer Will do!

Agent Is there anything else I can help you with today?

Customer Nope. But thank you!

Agent ● Close call

● Rebrand

Example: My pleasure. Thank you for calling Consumer Cellular and

have a great day!

Select “Resolved.”

Important: DO NOT

post note.

3.5 Closing: Did the

CAA have appropriate

closing, including

rebranding?

Customer Bye now.

Important: Please do not post an actual note to the account. Instead, inform agents that you would click Add Comment to complete the action.

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LIVEOPS AGENT

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Role Play 2: Partner Practice

Summary: A customer calls in to add their AARP membership. An independent Liveops agent answers and is happy to assist them. During the call, the

agent handles any missing information in the screen pop, adds the AARP membership, and sets a security passcode.

Directions for Participants: Assign one individual to be the “agent” and one person to the “customer.” Follow the directions in the role play table below. If

a third individual is part of the group practice, have that individual observe and evaluate the agent according to the scorecard criteria. Use the Criteria Met?

column to do so. The individual playing the role of “agent” should share their screen so that the “customer” and any other participants can see what steps

are taken in the training environment.

Resources for this role play scenario:

● LEAD Training environment

● Notepad

o Use this template

▪ Caller

▪ Phone:

▪ Reason

▪ Resolution

● Lessonly KB article: Security Passcode Policy

Account preparation:

● Locate an account and do the following before the scenario:

o Remove AARP Membership

o Remove Security Passcode

● Follow the directions in the Setting up Account for Role Play section of this document to prepare the account.

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LIVEOPS AGENT

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Ring, ring….

Agent ● Greet caller with proper introduction

Example: Thank you for calling Consumer Cellular. This is <Name>,

how can I help you?

3.4 Greeting: Did the

CAA have a positive

greeting?

Customer Hi, I was calling to see if I could get my AARP Membership added

to the account. I think that’ll allow me to get a discount on the

plan, right?

Agent ● Answer AARP discount question

● Provide an exceptional assurance statement

● Being Verification process – ask for first and last name

Example: Yes, that is correct. We offer a 5% discount to AARP

members. I would be more than happy to help add your

membership today. To access your account, may I get your first and

last name?

Click the Existing

Customer Tab.

2.2 Confidence: Did

the CAA answer the

customer’s questions

and concerns with

confidence?

5.3 Assurance: Did

the CAA start the call

with the assurance of

help?

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Customer Yes, it is <name of account holder>. Type first and last

name in Notepad

template

Type first and last

name in “Customer

Name” field and click

Search.

Agent ● Thank caller by name

● Ask for service phone number for verification using

“please”

Example: Thank you, <name>. For verification purposes, can you

please provide me with phone number?

In the Who is calling?

Screen, agent should

select the Account

Holder Name

(Primary User)

3.1 Manners: Did the

CAA appropriately

use "Please" and

"Thank you"?

Customer It is <service phone number on account>. Click the circle with


service phone #

Type the phone

number in Notepad

template

Agent ● Ask for the last 4 of the account holder’s social security

number.

Example: Excellent. And what are the last four of your social security

number?

Type “Cust wanting

to add AARP

discount” for Reason

in Notepad template

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Customer <last four of account holder SS> Click the circle with


ssn last 4


● Address any screen pops if they show up. If not, move to

the next “Agent” row.

Example: Thank you for providing that. I have your account verified.

Now before I add that AARP discount to your account, let’s quickly

take care of an outstanding issue. It looks like your account…

5.5. Verification: Was

the caller properly

verified?

Note: Depending on the account that you and your partner selected, a screen pop may appear after verification. If it does, follow the script and perform

the actions listed in the screen pop. The “agent” and/or “customer” may need to create their own dialogue for this portion of the role play. For the

individual playing the “agent” make sure to document any actions in the screen pop on the Notepad template.

If the account requires a credit card, use this information:

• 4111-1111-1111-1111

• Expiration: 10/22

• CCI: 123

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Agent ● Ask for AARP membership number

Example: Now let’s add your membership. Could you provide me

with your AARP number?

Click the Pencil icon

next to Customer Type

in Account

Information

Select AARP

Customer Type

dropdown.

Customer It is 0382348787.

Note: For this training environment account, the AARP should

automatically show up when agent select “AARP” from the

Customer Type dropdown. Have customer read number that

appears in Member ID.

Enter 0382348787 in

MEMBER ID field.

Note: Even though

number appears, re-

enter it for practice.

Click Save.


● Remind customer of discount

Example: Okay, I have added that to your account. Thank you very

much for that. So, you will get a 5% discount off your monthly fees

going forward.

Add “Added AARP

membership to

account and

explained discount”

to Resolution in

Notepad template

5.7 Did the CAA

accurately complete


the call?

Customer Excellent!

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Agent ● Ask if customer needs further assistance

Example: Is there anything else I can help you with today?

Click Notes Tab

Copy/Paste note from

notepad

Click dropdown

Select “Other” (if only

AARP/Security

Passcode was

added.)

Select Balance/Usage

Inquiry if credit card

was added to account)

Customer Yes, I almost forgot. My friend told me about a password or

something you can set up as an extra layer of security for my

account. Is that right?

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Agent • Explain the way the security passcode works

• Provide important callout about what happens if caller

can’t remember security passcode.

Example: That’s right. We can add a security passcode, as an extra

layer of security. In addition to collecting the standard pieces of

information for verification from you or a secondary authorized

user, we will also ask for this password on every call.

I do want to mention that if you or another authorized user forgets

the code, we will be limited on the information we can provide you

regarding your account. If you need to change the passcode, you will

need to chat, email, or fax in a copy of your photo ID for review. The

turnaround time for reviewing the ID is three business days.

So given this information, would you like to move forward with

setting up a security passcode?

Pull up Security

Passcode Policy KB

article.

Customer Yes, please. In the Reason portion

of the Notepad

Template, type,

“Requested to set up

security passcode.”

Agent • Ask what they would like the code to be

Example: <Name>, what would you like the passcode to be?

Customer How about 9232?

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Agent • Respond to customer

• Advise agent to write it down and keep it somewhere

safe

Example: That works! I have set your security passcode. It would be

a good idea to write your passcode down and store it somewhere

safe in case you forget what it is.

Click the Security

Passcode icon

Enter 9232.

Click Save.

Add “Set security

passcode” to

Resolution portion of

the Notepad template.

5.7 Did the CAA

accurately complete


the call?

Customer Will do!

Agent Is there anything else I can help you with today? 4.3 Notes: Were

notes clear, accurate,

and business

appropriate?

Customer Nope. But thank you!

Agent ● Close call

● Rebrand

Example: My pleasure. Thank you for calling Consumer Cellular and

have a great day!

Select “Resolved.”

Important: DO NOT

post note.

3.5 Closing: Did the

CAA have

appropriate closing,

including rebranding?

Customer Bye now.

Important: Please do not post an actual note to the account. Instead, inform agents that you would click Add Comment to complete the action.

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LIVEOPS AGENT

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Setting up Account for Role Play

To prepare for the role play, you and your partner will need to find an account that is active and has an AARP membership.

After locating an eligible account, you will need to remove some things to ensure the tasks can be completed during the role play. This may

include:

• Removing the AARP membership on account

• Removing a credit card

• Removing a security passcode

Removing these things will allow you or your partner to add them back during the role play.

Locate an eligible account

Instruction Example

1. Search for a customer using

the Existing Customer search

option.

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2. Find a customer’s account that

has an AARP membership and

is Active.

3. Click the customer’s name to

access the account.

4. If the verification screen

appears, click skip the

verification.

a. Note: the only time you

will do this is when you

are setting up an

account for a role play

in the Training

environment. You

should never do this

while you are on an

actual call.

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5. If a screen pop appears,

notifying you of a missing

email or credit card, click SKIP

ALL ACTIONS.

Remove AARP Membership

1. In Account Information, click

the Customer Type pencil

icon.

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2. Click the Customer Type

dropdown.

3. Select Consumer Cellular.

4. Click Save.

You have now set up the account so

that you or your partner can practice

adding the AARP membership during

the role play.

Remove Credit Card

1. Click the Financial tab.

2. Review the Credit Card

Information section to see if a

card is on file.

3. If a card is on file, click Edit.

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4. Click Remove.

5. Click Remove.

6. A green notification will appear

indicating that the card has

been removed.

Remove Security Passcode

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1. In Account Information, click

the Security Passcode pencil

icon.

2. Delete the Security Code and

click Save.

Refresh Account before Role Play

1. Once you remove the AARP membership and/or credit card and/or security passcode, on a sticky note, type the customer’s first and last

name or account number.

2. Navigate back to the Existing Customers search option.

3. Search for and access another account. It does not matter which one (switching to another account refreshes the one you modified).

4. Then, navigate back to the Existing Customers search option.

5. When you are ready to begin the role play, have the individual playing the “customer” locate the account you modified.

6. For privacy reasons, delete the customer information from your sticky note once the role play is complete.

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Documents

Project 1 Activity Overview