Gen Mobile Calls - Quality Guidelines

Policy Principles and Guidelines:

1. Call Initiation

We must build trust and understanding by providing a warm greeting, acknowledging the reason for the call, and demonstrating a genuine willingness to assist.

1.1 Provides correct greeting promptly: We must provide a proper introduction within the first 5 seconds, including the company's name and agent's name; failing these requirements, a markdown under 1.1 will be given. In addition, the new call opening and verification procedure has to be followed; it doesn't have to be verbatim, but the order must be complied with, failing in this section will be a markdown under 3.2. After the call opening is followed, we can ask for the call reason. Keep in mind that the app, sales, or promos shouldn't be offered during this section. 

1. Initial Greeting: "Thank you for calling Gen Mobile, my name is [Agent Name]. May I please have your phone

number?"

(If the number appears on Queuemetrics, you can ask the customer if they are calling about the number they are calling from.)

If the customer does not know the phone number, ask for the account number, SIM card
number, device ID number (IMEI) for the device on the account or email.

2. PIN Verification

● If the customer provides the phone/account number: "Thank you. For your security, may I please have your 4-digit account PIN to verify your account?"
● If the customer knows the PIN: Verify the account and proceed with the call.
● If the customer does not know the PIN: "I can help you recover the PIN." Follow the steps to send the PIN by text, email, or mail.
● If verification is successful: Proceed with the call.

*If a customer is unable to verify and only needs to make a payment, they can make the payment. Do not proactively ask the customer if they need to make a payment or the reason for the call if they are unable to authenticate.

 

3. Verify Name: "Can you please tell me your name?”

 

● If the name provided does not match the name on the account, say: "I'm sorry, that name does not match our records. Could you please verify the name on the account?"

● If the customer does not know the name on the account, state: "I understand. Please be aware that without the account holder’s name, we may not be able to provide some account information or make some changes."

 

You can continue with the call even if the name does not match or they do not know the name on the account.

3. If Account/Phone Number is Unknown: "I understand. If you don't have your phone number, I can attempt to locate your account using a different method."

Do you know your account number? If not, go on to the next method.

 

Follow this order:
1. Phone number
2. Account number
3. SIM card number
4. Device ID (IMEI)
5. Email address

 

4. If No Account Information is Available: "I apologize for the inconvenience, but I am unable to locate your account without one of these pieces of information. Please verify your account information and try calling back once you have your phone number, account number, SIM card number, device ID (IMEI), or email."

For Dealer Support:

E.g.: “Thank you for calling Gen Mobile – Dealer Support, my name is __. May you please provide me the phone number you need assistance with?”

1.2 Used a specific assurance of help statement to the contact reason: We must provide a clear and tailored assurance of assistance directly related to the customer's issue or request, demonstrating understanding and commitment to resolution.

E.g.: If the contact reason is a recurring data issue, a strong assurance statement would be:

“I’ll personally make sure your data service is restored today and will make some tests to ensure it’s working for you.”

This shows we are:

• Aware of the exact issue.

• Committing to act.

• Offering confidence to the
  customer.
  
  

Some Do’s and Don’ts:

• Don’t: “I’ll check that for you…”
  

• Do: "I understand how
  important your internet connection is, especially if you're working from
  home. I'm going to run a full test now and escalate this to our technical
  team if needed, so we can get you back online as soon as possible."

2. Account Verification

This step ensures we accurately identify who we are speaking with and determine the appropriate level of actions that can be taken on the account.

2.1 Account Verification: (This may result in an Auto Fail) We must follow the account verification process before disclosing any account information, this may vary depending on the scenario. For reference, please seek the knowledge base article:
Account Verification

Please note:

• When sending the PIN via SMS to validate the account, we should wait a maximum of 2 minutes for the customer to receive it—always ensuring to avoid any awkward silence. If the PIN is not received within that time, we may proceed with the next verification method (07/20/2023). From a QA standpoint, failure to follow this may also result in a markdown under parameter Q3.2: Complete/accurate action(s) taken.

• Only offer to update/change the PIN in the account when speaking to the account holder.

2.2 Identify Caller: The caller/customer’s name must be requested and used during the call at least twice.

E.g.: “May I have your name?”; “Thank you, ____.”

3. Technical Procedures

It will require the use of certain actions, effective navigation, it is of utmost importance that the Agent strives to answer questions, solve problems, assist with troubleshooting, and manage time.

3.1 Used Probing Questions: We must deep dive by asking additional questions to gain a clear understanding of the issue when necessary. Ask the customer for their MDN to make sure they have an account with us, even if they are calling about general info, complaints about street agents and/or dealers, store location, etc.

E.g.: “How many signal bars are showing on the screen?”, “Since when are you having this inconvenience?”, “May I have the Zip code you are currently at?”

3.2 Complete / accurate action(s) taken: We must ensure to follow all the necessary and correct steps to guarantee the completion of the issue and/or request. This includes all Knowledge Base articles and their respective procedures within.

This includes and is not limited to the following:

• Lifeline Transfer Out Tracker 
  

Please note that questions required by a KB article will be evaluated under this section as they are part of the procedure. E.g.: When a caller is requesting for their PIN, we must always ask why they need their PIN (must likely is due to a PORT OUT). 

4. Value Added

Provide in a clear way features and benefits that we offer that will increase the value of our services.

4.1 Building Rapport: We must develop mutual trust and a good connection with the customer, having a warm and inviting conversation will help us to communicate better with callers by sounding more conversational during the call to avoid dead air periods (for over 15 seconds at a time).

E.g.: “When waiting for system changes, the agent could advise next steps”

4.2 Recommends self-service options: We must recommend our “MyGenMobile App” as a self-service option if the account is active and will remain active. The name of the app must be mentioned along with 2 features. 

The App should still be offered in the following scenarios:

• If the account is in PP grace period.

• If the account is in NLAD/Non-usage grace period and the customer wishes to reconnect or convert to PP.

• If the account isn't verified.

• If the customer is calling regarding the app. (You can remind them about the features). 
• Damage devices, as they can still download the app in a different device. 
  
  E.g.: “If you also want to have better management of your phone service, you can use “My Gen Mobile App,” where you can check your balance, purchase upgraded plans, and more.”
  

The App should not be offered in the following scenarios:

• If the account is disabled/inactive/suspended.

• If the account is being port out/canceled.

• If the phone is lost/stolen.

• To dealers or street agents.
• If the customer is escalated/mad/focused on resolution.

• If the customer provides negative feedback about it.

• Accounts under NLAD status/Winback reconnection process (Optional).

Please note: The self-service options should be given before reaching the point of offering further assistance in the closing piece. This can be segued during the recap or while waiting on something as an opportunity for building rapport.

For the available features visit the KB article "Gen Mobile | MyGenMobile App"

4.3 Did we offered sales and promotions, complete and accurately?

Customer care agents should make a sales attempt and/or offer for promotions on every call. They must offer all eligible discounts and autopay (if the customer purchases a LL plan upgrade) to prevent service interruptions. Customer care agent should also focus on customer needs, clearly explain the value, and confirm the customer’s understanding before closing.

Sales/promotions should NOT be offered in situations where:

• The customer is escalated or upset and requires issue resolution only.

• The customer does not currently have Gen Mobile service.
• When speaking to a street agent/dealer.
• Cancellation (You can still offer a device as a retention)/Port out.
• Unable to authenticate.
• Inactive accounts.

• For LL upgrade promotion, it's not required to offer it when the account already has the highest available upgrade plan active. And do not offer a plan upgrade to tribal accounts.

• Accounts under NLAD status/Winback reconnection process (Penalized if offered).

Sales/promotions ARE STILL REQUIRED to be offered in situations where:

• Customers want to reconnect NLAD.
• If they are calling regarding a phone they recently purchased with us.
• For device sales, when the call is "resolved."
• For LL upgrade promotion, when the customer is in an "upgradable" plan. E.g.: Current plan is 15GB, the customer can upgrade to a higher plan. 
• The customer mentions they don’t have money, but no purchase is necessary at that moment. (Can still offer even if the customer says they don't have money, the offer doesn't have to be that aggressive in this scenario)

Criteria to be evaluated:

1. For sales, when devices are available, the make/model and price must be offered.
2. For current promotion (LL plan upgrade), a specific plan must be offered with price.

5. Accuracy

The Associate must strive to provide the right and complete information on every interaction, along with the proper documentation of the account.

5.1 Provided complete/accurate information: We must always strive to provide complete and correct information that fully addresses the customer’s reason for the call, including all relevant details related to the account by adhering and following all the available and corresponding knowledge base (KB) articles. In addition, we must ensure the information is conveyed clearly, using proper grammar and sentence structure, and articulated in a way that is easy for the customer to understand.

Subject as, but not limited to: EBB Program, Excessive Usage, Special Promos.

Throughout the call, we should proactively communicate key information, including next steps, resolution timelines, or tracking details, to ensure the customer is fully informed and reassured. This combination enhances the customer experience, reinforces trust, and ensures a smooth and efficient resolution.

5.2 Noted account completely/accurately: We must always, when applicable, add a note on customer’s account (Shopify and VCare). Notation should reflect the key details of the interaction, actions taken, and any follow-up required, using proper grammar, spelling, and structure to ensure readability and professionalism.

Important reminders:

• Ensure that you are using the correct template for account notation, as documented in the Knowledge base article, Gen Mobile | Notes
  
  

• A copy-and-paste message from the system will not be considered proper notation.
  
  

• If Vcare already registers automatically what are the details about any given action, then there’s no need to add additional clarification in the account notation that explains the details about the action.
  For instance, If there was a plan change, Vcare will describe what was the original plan and what is the new one. Therefore, our account notation only needs to include that we made a Plan Change. (last updated: 02/21/2024)
  
  

Abbreviation of words should follow current list of accepted abbreviated words. (KB Article -https://gen-mobile.tawk.help/article/customer-care-abbreviation-for-notes)

5.3 Placed Correct Disposition: It is required to tag the call with the right disposition in both Vcare and QueueMetrics.

- Vcare dispositions should match with Queuemetrics.

Please note that sub note type should also match the main disposition flow.

6. Communications Skills

This is the ability to convey or share ideas and feelings effectively. Communication skills involve listening, speaking, observing, and empathizing.

6.1 Proper tone of voice and volume: We must maintain a proper tone and volume throughout the entire call by sounding friendly and enthusiastic, this will also help you build rapport with the callers. (Use positive and helpful Tone)

6.2 Proper pace used: We must mirror customer’s pace and respect their time by avoiding rushing them. (Mirror the customer’s formality and avoid interruptions).

- A markdown will be considered when the agent intentionally interrupts the customer when speaking, or word collisions on more than one occasion throughout the call as the agent should be able to allow the customer to speak freely.

6.3 Active listening skills: We must remain focused during the call and avoid making the caller repeat information when it’s not necessary.

Some Do’s and Don’ts:

• Don’t: Simply ask the caller to repeat everything again.
  
  

• Do: Instead, repeat a piece of information from what you catch/heard and politely ask for the rest of the information.
  
  

• E.g., “I’m so sorry, but I had an audio issue and couldn’t catch the complete number. I have ****, would you mind providing me with the rest of the number? Thank you!”,
  
  " I'm so sorry, I couldn't catch your complete name, I have your first name as *****, could you repeat your last name again, please? I couldn’t write it all down”.

This must be done when the customer just gave you their info, not moments later after we moved on from the topic and/or asked the customer to repeat everything again.

6.4 Use empathy when needed: This is the ability to understand the feelings of another person’s situation in the present moment, and to express any statement of relief as this can help you connect with that person easily.

E.g.: “I do apologize about the inconvenience we have caused you.”

Expected Behaviors:

• Acknowledges the customer’s issue or frustration appropriately.

• Uses compassionate and reassuring language (e.g., “I understand how frustrating this must be,” or “I’m here to help you with this.”).

• Matches tone and pacing to the emotional state of the customer.

• Avoids robotic or dismissive responses; speaks naturally and with care.

6.5 Agent maintained professional conduct: Professional conduct ensures consistency in service delivery, strengthens the company’s reputation, and supports customer satisfaction by creating a respectful and reliable environment.

Expected Behaviors:

• Greets and closes the conversation appropriately and professionally.

• Uses courteous language (e.g., “please,” “thank you,” “certainly”).

• Avoids slang, sarcasm, jargon, or informal speech unless appropriate for the brand voice.

• Stays composed and respectful—even in difficult or escalated situations.

• Demonstrates active listening and avoids interrupting the customer.

Some Do’s and Don’ts:

• Don’t: Avoid using statements such as: “Please listen!”, “As I mentioned before…”
• Don't call the customer "caller."

6.6 Proper hold procedure (when applicable): We must always follow hold guidelines to ensure a positive customer experience, this include but is not limited to:

• Request permission before placing the customer on hold.

• Do not exceed 3 minutes of hold time. If additional time is needed, return to the call, request more time, and only proceed if the customer agrees—while still aiming to avoid surpassing the original 3-minute limit.

• Always thank the customer when returning from hold.

• Ensure clarity by explicitly using the word “hold” so the customer understands what is happening.

E.g.: “May I place you on a 3-minute hold?”, “Thank you for holding...”

6.7 Proper transfer procedure: Occurs when a call must be routed to another department or representative who is better equipped to handle the customer’s specific need. Transfers should be used only when necessary and must be handled professionally to ensure a smooth and positive customer experience.

We must always follow the following guidelines to ensure a smooth transition:

• Always inform the caller where the call is being transferred and why and wait for their acknowledgment before proceeding.

• Offer further assistance before transferring the call, in case there is something you can help with using your own abilities or permissions.

• Complete all required call-closing steps before initiating the transfer.

• Provide a brief recap of the interaction with the receiving department to ensure continuity and avoid the customer repeating themselves.

• Brand the call and thank the customer for contacting us.

For more details on available transfer destinations, refer to the KB article: https://gen-mobile.tawk.help/article/gen-mobile-directory-transfer-department-extension-agent-dealer-port-customer for the available transfer locations.

Note: In case there’s a direct line, we must provide the number to the caller.

6.8 Maintaining call control: We must demonstrate confidence by speaking clearly, using a calm and assertive tone, and avoiding hesitation. This approach helps build trust and ensures professional interaction. Additionally, we should maintain control of the conversation by effectively guiding the customer through the call flow, managing interruptions tactfully, and keeping the discussion focused on resolution.

Do’s:

• Speak with clarity, confidence, and a steady tone.

• Use polite transitions to guide the conversation (e.g., “Let’s go over the next step…”).

• Acknowledge customer concerns while gently redirecting back to the issue at hand.

• Use verbal cues to signal the structure of the call (e.g., “First, I’ll check your account, then…”).

• Maintain professionalism even if the customer becomes emotional or off-topic.
  
  

Don’ts:

• Don’t speak in a hesitant, unsure, or overly passive tone.

• Don’t let the customer take the call off-track without redirecting.

• Don’t interrupt the customer aggressively—manage interruptions respectfully.

• Don’t engage in arguments or match the customer's frustration.

• Don’t lose track of the call flow or skip key steps to rush the interaction.

7. Closing

This indicates the interaction between a customer and the Agent has reached its end, this closing must include a summary of what occurred, branding the company, and thanking the customer.

7.1 Agent Provided Recap: The agent must always provide a summary of the main reason for contact, especially when the interaction involves a longer or more complex process. This ensures clarity and reinforces the resolution provided to the customer.

In cases where the customer’s inquiry is brief or straightforward—whether addressed during the call or at the end—a second recap at closing may not be necessary, provided the issue was clearly and completely resolved.

E.g.: “Beside helping you with ____.”

7.2 Offered Additional Assistance: We must offer additional assistance prior to closing the call and continue to do so until the caller responds with a clear “No.” This helps ensure all their needs are addressed. E.g.: “Is there anything else I can help/assist you with?”

Notes:

• This step can be avoided if the caller explicitly indicates that there is nothing else, they need before you offer the question.

• Recap and additional support can be combined in one single statement such as:
  
  E.g.: “Besides helping with your payment, is there anything else I can do for you?

7.3 Used branded closing: When delivering the call closing, it is required to brand the call.

 
E.g.: “Thank you for calling Gen Mobile, have a great day!”

AUTO FAILS

8. Auto Fails: These actions violate company standards or policies and are considered severe offenses. These may result in an automated 0% regardless of overall call performance. The following are categorized as Auto Fails:

• AF1 - Account Verification Procedure: Failure to properly complete the account verification process before discussing account-specific or sensitive information. This includes skipping steps, using incorrect verification methods, or proceeding without verification.
  
  

• AF2 - Falsifying Information: Providing false, misleading, or inaccurate information to a customer or within internal systems. This includes documenting actions that were not actually performed or intentionally misrepresenting details.
  
  

• AF3 - Third Party Disclosure: Sharing sensitive account information with an unauthorized party (not the account holder) even if the account was authenticated, such as name, PIN (auto-fail when given to street agents), service & mailing address, DOB, SSN, account number, SIM, alt. phone number, call record detail, IMEI, make/model of the device on file, or email address. (Exception MDN). 
  
  

• AF4 - Unprofessional Behavior: Exhibiting behavior that is disrespectful, inappropriate, or violates professional standards. This includes rude tone, sarcasm, arguing with the customer, or using offensive language and profanity.
  
  
• AF5 - Work Avoidance: Deliberately avoiding work responsibilities, such as disconnecting calls, placing customers on unnecessary or extended holds, transferring without reason, or failing to complete required steps to resolve an issue, a single use of hold for 5 or more minutes will fall into an auto fail. Also, staying in the line for over 1 minute once the interaction has ended.
  
  
• AF6 – PCI: Repeating the 16 digits of the credit card info back to the customer, also applies if the CVV and expiration date were repeated along with the full number.
  
  

• AF7 - Recording disclosure: In every outbound call the recording disclosure must be given at the beginning. "This call is being recorded for quality assurance purposes." If the customer refuses to be recorded, we must inform them that we are unable to continue with the call without their consent.
  
  

• AF8 - Auto Pay Disclaimer: Every time auto pay is activated, the disclaimer must be given, and wait for the customer to agree in order for it to be enabled.
  
  
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• 12/16/2025 MAO Modified AF5 and add the "a single use of hold for 5 or more minutes will fall into an auto fail."
• 12/16/2025 MAO Add the AF6 - PCI, AF7 - Recording disclosure, AF8 - Autopay Disclaimer
• 12/16/2025 MAO Add the link of the Lifeline Transfer Out tracker
• 4/1/2026. Updated by Gabriela Barrientos, Ruth Mendoza, Gustavo Hernandez. Q3.1, added asking for MDN.
  
• 4/2/2026. Updated by Gustavo Hernandez. Specified that probing questions required by a KB article will fall under section Q3.2 and not Q3.1.
• 4/24/2026. Updated by Gustavo Hernandez. Added scenarios where sales/promotions are required and where are not required for Q4.3 and evaluation criteria.
• 5/5/2026. Updated by Gustavo Hernandez. Q4.2, added scenarios where the app should still be offered and where it shouldn't.
• 5/6/2026. Updated by Gustavo Hernandez. Auto-fail Third Party Disclosure updated and specified PII. Also, added auto-fail for staying in the call after it was ended for 1 minute or more. 
• 6/29/2026. Updated by Gustavo Hernandez. Updated hyperlink for the KB article "Notes" under Q5.2. Added that app offer is optional for NLAD/winback under Q4.2. Device sales attempts/promotions are not allowed for NLAD/winback under Q4.3.
• 7/3/2026. Updated by Gustavo Hernandez. Updated greeting by asking for the phone number or account, PIN, and name.
• 7/9/2026. Updated by Gustavo Hernandez. Added new call opening under 1.1.