Incident Handling

There are times when the Call Centers are impacted by issues that are beyond their control. Issues such as; System down, not working properly, rogue promotions that generate uncontrollable volume etc. are examples. During these times we need help and we need help immediately; this is when a Priority 1 incident needs to be created.

When the Call Center experiences Technical Issues with; Admin Tool (unable to perform refunds/exchanges) or Multiple Users, including the Call Centers staff are unable to access Fandango.com, follow these steps:

Escalate to Site Support, Priority 1

 Create one incident and broadcast to the following distros:

o CustomerService@Fandango.com | CorporateEscalations@Fandango.com | FandangoAllAgents@24-7intouch.com | SuthFandango@SutherlandGlobal.com

o ALL incidents are to be associated to this one incident.

 FandangoNOW P0 and P1 Issues should follow this process, email:

o FNowSupport@fandango.com

o Cc: CustomerService@Fandango.com | SuthFandango@SutherlandGlobal.com

o ALL incidents are to be associated to this one incident.

System issues should follow this process:

 InContact

 Oracle CRM

o e-Mail distros: CustomerService@Fandango.com | CorporateEscalations@Fandango.com | Fandango@24-7intouch.com | FandangoAllAgents@24-7intouch.com | SuthFandango@SutherlandGlobal.com

Make sure that you are documenting the incident throughout the interaction

 Call Opening- Greeting

1. Facts Gathering: The Customer has the opportunity to explain their experience.

 Call Body – Q&A | Probe for understanding | Categorization

2. Troubleshooting: Based on the information the Customer provided, Agent asks the necessary questions and provides guidance and directions to help diagnose the Customers issue.

 Call Handling – Relationship Building

3. Diagnosing: Through the facts gathering and troubleshooting process, using active listening skills…by this step a diagnosis of the issue should be well-defined.

4. Remediation & Recovery: At this step, we understand that we need to either; re-mediate (provide and interim solution), escalate to L2 Support for resolution or able to resolve the issue.

5. Educating: Is there an opportunity to educate the Customer?

a. During this part of the interaction, experience is key!

i. Could the customer have done this transaction via a self-enablement tool?

ii. Create efficiency---make the customer’s life better!

1. Was there a better way for the customer to perform this transaction?

If so, this is where you connect, share…and provide value.

6. Survey Invitation: C-SAT field must be completed per guidelines.

7. BEFORE YOU ESCALATE OR CLOSE DO THIS >>> Spell and grammar check, ensure all troubleshooting steps are enclosed, specific device/OS version, APP/version, browser/version, specific error, description of issue, screenshot (if you have one); Fandango specific: Movie, Showtime, Theater, Auditorium (if multiple show times), Last time schedule was pulled.

8. Close: Whether escalating, re-mediating or resolving the Customers issue, if there is a better way to address their issue…and we have a knowledge article

SEND IT WITH THE CLOSING COMMENTS TO THE CUSTOMER.

Call Flow

GREETING:

• Obtain Customer Email address.

• Is this the email used for this specific transaction? If not, request the one used.

CRM:

• Review incident history.

• Is this a callback? - Provide status, Support or Perform escalation steps.

• Or... Is this a new request? Log all details (Please make sure you are clear and concise)

ADMIN TOOL:

• Review transaction history

• CONFIRM: Theater, Movie date, showtime, movie, # of tickets and price.

• CONFIRM: Payment details (type of payment, last 4 digits of credit card)

• Promo Codes - details can be found in the admin tool.

Does Customer have a VIP account: No

 Did the Customer receive a confirmation e-Mail? – No

Answer: Purchase more than likely did not go through – review steps for Fandango.com

Does Customer have a VIP account: Yes

 Walk Customer through accessing VIP account. – What is the latest movie purchase showing?

 If movie is not showing – Movie did not go through – review steps for Fandango.com

Note: Alternative scenario- Customer may have used incorrect email – Check theater transactions for time/date and emails closely resembling Customer’s email address.

Things you will need to review:

Fandango.com:

• Is ticketing disabled?

• CONFIRM: Did theater experience connectivity or technical issues?

SVS:

• Gift Card: Obtain gift card number and pi (if needed)

• What is the GC status? Is the retailer authorized? Is this a digital or physical card?

TW:

• Digital gift cards: Is this a resend request?

• CONFIRM: Sender and recipient emails as shown in TW.

• CONFIRM: Recipient email for resend.

CRM - Incident Handling: Best Practices

Chat Session

Description: Chat incidents, where the CU didn't specify a "Subject" will be created with the subject line "Chat Session"

Best Practice: The subject should always be changed to one that is representative of the issue the customer is experiencing. Example: Chat – [Subject line that represents the issue.]

Reference Number

Description: Each issue in the CRM is assigned a unique number to delineate one issue from another.

Best Practice: Although a Customer will receive an automatic response for every issue they raise, a reference number should be provided during every interaction.

Incident History

Description: Shows the past 3 issues/incidents reported by Customer

Best Practice: This tab should be reviewed during problem identification and at every interaction.

Messages

Description: Communication between the Customer, Agent and L2 Support happens via this tab

Best Practice: Area should be fully descriptive of troubleshooting steps, issue(s) Customer is experiencing and systems used: Browsers, Operating Systems, APP versions and models

Order Number

Description: The order number for the Customer’s transaction

Best Practice: Order number should be provided with every interaction relating to a ticket purchase transaction or Theater

Save

Description: This saves the incident in the current state but keeps the incident open

Best Practice: This should be used to ensure the incident is not lost, but there’s more information to add

Save and Close

Description: This saves the incident in the current state but closes the incident

Best Practice: This should be used when all details have been entered and incident is complete.

Send on Save

Description: Enables communication within the incident to be sent to the Customer

Best Practice: This should only be checked when the incident is complete.

Subject

Description: A short description of the incident. Every incident should have a description. It should be professional, free of typos and descriptive of the issue. (example: Order Inquiry, Refund Inquiry)

Best Practice: Should always be professional and descriptive of the issue the Customer is experiencing…and be verbiage that is acceptable for the Customer to see.

Theater Information

Description: Details about the Theater Customer purchased from

Best Practice: This information should always be provided for incidents associated to a ticket purchase transaction

Incident Status

The different states a documented Customer contact can take to alert or trigger a needed action.

 Unresolved: New, untouched incidents arrive in this state.

 Updated: New information has been added.

 Assigned: When the ticket has been delegated to an Agent to work.

 Solved: No more actions needed. Incident can be closed.

 Time Sensitive: Same day refund/exchange requests, selected when show time is quickly approaching.

 Admin Down: Unable to use the Admin Tool due to technical issues/outages. Used to flag incidents when Admin Tool is available after a technical issue/outage.

 Answer Feedback: LEGITIMATE feedback about INCORRECT information in an FAQ.

 Compensation Request: Used to let the Corporation Escalations Team (CET) know about a Customer (CU) requesting compensation.

 DNR: Do not respond

o Multiple contacts about the same issue

o Spam/Fake e-Mail

 Escalated: Requesting additional eyes/help from a tier 2 level support group.

o 24/7 Supervisor: Refunds/Exchanges <$200; Escalated CUs and no idea how to troubleshoot issue o Chargeback: Customer threatens to dispute purchase with card provided/financial institution.

o Charmane: Make good promo codes.

o Corporate Escalation Team (CET): Escalated Customers, Refunds > $200, After showtime refunds/exchanges

o Duane: PayPal issues, Promo Codes, Manual Refunds; Any Fandango Corporate related request and/or request for information related to Fandango.

o Fanshop: Issues relating to Fanshop.

o Fraud: Customer’s reporting fraudulent activity, fraudulent activity suspected and Accertify Risk Limit exceeded messages in the Admin Tool

o Gift Card Cash Out: Issuing a paper check for remaining funds on a Gift Card < $10, Fandango VIP members requesting account closure with an applied credit to their account

o GWP Offers: Customer qualified but never received gift with purchase, Customer accidentally deleted the gift with purchase.

o One Blood: Promo code issues o Site Support – Reproducible error messages and issues with Theater connections.

o Sutherland Supervisor Escalation:

o TH Data Update: Requests to add a theater to the CRM.

o TW Escalations: Fandango.com and Gift Card related issues

 Pending Investigation: For Corporate Use. A known issue that has been escalated to Corporate and the answer has not been obtained.

 Refund: A Refund/Exchange > $200 | not being requested on the same day.

 Waiting: More information needed from a Customer.

o No response after 48 hours, incident will automatically resolve.

TH/TM INCIDENT LOGGING

1. As you would with a Customer (CU) contact; select the magnifying glass to begin.

2. Enter the Theater (TH) in the ‘theater’ field, then select the TH name from the populated list.

3. When selecting from the populated list, the contact will load just as it would a Customer contact, but it will populate as an organization,

a. Change contact type to theater.

b. Only categories pertaining to a Theater will populate.

SCREENSHOTS BELOW:

Transaction Wireless – Escalation Template

Using the Transaction Wireless tool there are many functions a Call Center Agent can perform, however, there are a few things that must be escalated for resolution.

Sutherland Global Services (SGS – Rochester Call Center) is the 2nd Tier Support for Transaction Wireless supporting Call Center Teams. When Customers contact the Call Center reporting issues that are verified as TW issues detailed below, they should be escalated to the TW Escalations queue.

Issues that should be escalated to the TW Escalation queue relate to refunds, corrections, updates and Fraud. The Fraud component is explained in the next section.

Incident Handling Steps:

1. Category:

2. Subject: Fandango Tier 2 Escalation ID# [Confirmation Number]

3. Status: Escalated

4. Queue: TW Escalations

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: TW Escalation

i. Provide required information for the escalation template.

6. Save & Close

CATEGORY LISTING

Transaction Wireless

Digital Gift Cards

• Resend Code

• Refund Code

Physical Gift Card

• Update Shipping

• Refund Order

• Verify Shipping Status

• Incorrect Card Received

How to Purchase

Verify Purchase

• Purchase Successful

• Purchase Failed/Voided

Check Balance

Lost Code

• Spam Filter - Deleted Email

• Incorrect Email

• Misplaced Card

CRM Queues & Web Ticket Management Process

SERVICE LEVEL RESPONSIBILITY

• <24 hours | 90% resolved @1st POC

Definition:

• Web Tickets: e-Mail contacts that the customers initiate

• CRM Queues: Incidents initiated by the Agents based on the contact mode and/or program their working

– i.e. phone, chat, Rewards, FandangoNOW

• Rewards is housed within Salesforce

• Incidents are called cases (Agents work these)

• eMails are worked by Charmane Bethune on the CET Team

CALL CENTER QUEUE RESPONSIBILITY – (11)

 24/7 Supervisor Escalation

 Chat  FandangoNOW

 FandangoNOW CS

 FandangoNOW Supervisor

 Phone Call

 Site Support (Set Status)

 Suth Supervisor Escalation

 TW Escalations

 Web Tickets (Formerly, Customer Service)

• Rewards: Cases (housed in SalesForce)

SERVICE LEVEL RESPONSIBILITY

• <24 hours | 90% resolved @1st POC

Definition:

• Web Tickets: e-Mail contacts that the customers initiate

• CRM Queues: Incidents initiated by the Agents based on the contact mode and/or program they are working

– i.e. phone, chat, Rewards, FandangoNOW

• Rewards is housed within Salesforce

• Incidents are called cases (Agents work these)

• eMails are worked by Charmane Bethune on the CET Team

CALL CENTER QUEUE RESPONSIBILITY:

• 24/7 Supervisor Escalation

• Chat

• FandangoNOW

• FandangoNOW CS

• FandangoNOW Supervisor

• Phone Call

• Site Support (Set Status)

• Suth Supervisor Escalation

• TW Escalations

• Web Tickets (Formerly, Customer Service)

• Rewards: Cases (housed in SalesForce)

CRM Queues and Web Tickets

There are 2 processes that engage when managing the CRM Queues and Web Tickets process;

1. Unassigned – These are new incidents arriving to the queue for the first time.

a. Unresolved status.

2. Assigned – These are the statuses that a ticket will be in when escalated, waiting on information or being worked.

There are two types of Assigned statuses.

1. In progress – Incidents identified with these statuses require action on the part of an L2 Support Person or the Customer.

2. Action required – Incidents identified with the statuses dictate either an action or non-action. The status will direct the action.

a. In-progress (see Incident Status Codes for more info):

i. Updated

ii. Escalated

iii. Pending Investigation

iv. Waiting

b. Action required

i. Admin Down

ii. Answer Feedback

iii. Compensation Request

iv. Do not respond (DNR)

v. Refund

Once the tickets move to Assigned status, the Call Center is responsible for reinforcing compliance:

1. Dates are < 24 hours

2. Statuses are accurate

3. Each Agent is working 12 – 13 tickets per hour

4. Incidents are closed in a timely manner