Gen Mobile Chat - Quality Guidelines

Policy Principles and Guidelines:

1. Chat Opening and Closing:

The chat agent must create a level of trust and understanding. It is expected that the Caller uses a welcoming greeting and a genuine willingness to assist.

1.1 Provides correct greeting promptly: We must always provide a proper introduction upon accepting the chat up to 2 minutes by providing the company's name and introducing ourselves with the name shown on Tawk.to; failing these requirements, a markdown under 1.1 will be given. In addition, the new chat 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 chat opening is followed, we can ask for the call reason if it wasn't given at the initial message. Keep in mind that the app, sales, or promos shouldn't be offered during this section. 

1. Initial Greeting: "Thank you for contacting Gen Mobile, my name is [Agent Name displayed on Tawk.to].” Acknowledge the customer’s request/issue and provide an assurance of help statement. If the customer does not know the phone number, ask for the account number, email, SIM card number or device ID number(IMEI) for the device on the account.

2. PIN Verification
● If the customer provided the phone/account number in the initial message on Tawk.to or on the right-side details panel: "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 chat.
● 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 chat.

3. Verify Name: If the name does not match the one provided by the customer in the initial message or on the details panel on Tawk.to. 

● Ask: Do you have 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 chat 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. Email address
4. SIM card number
5. Device ID(IMEI)

 
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, email, SIM card number, or device ID (IMEI) available."

If the chat details do include a statement requiring an empathy or apology statement, this should be in the initial message sent to the customer during our opening statement.

1.2 Assurance of Help Provided:

A positive statement showing a willingness to assist and intending to give peace of mind to the customer is that their inquiry will be handled to the best of our abilities.

The statement must go along with the opening statement or right after and must include a rephrasing of the customer’s concern. This will help us confirm our understanding of the contact reason.

Please note, that probing questions should go after the assurance of help statement.

ex: “I’ll be glad to assist you with your (rephrase the contact reason(s)).”

2. Account Authorization:

The agent will need to properly verify the customer before proceeding with assisting with customer inquiries. This step allows the agent to ensure that we have authorization from the customer or authorized user (Dealer) to disclose CPNI.

2.1 Obtained Account Pin #:

Agents need to follow the account verification process before disclosing any account information, this may vary depending on the scenario, for reference please seek to knowledge base Account Verification (AutoFail)

ex: “May I have the 4-digit security PIN on the account?”

Please note:

• When sending the PIN through SMS to validate the account, we should wait 1 minute for the customer to receive the PIN. Otherwise, we may move on to the next verification method (07/20/2023).

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

2.2 Identify Caller:

The name of the person contacting us, must be requested (if not available in the chat description) and used at least twice during the chat interaction.

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

2.3 Updated/verified email address:

Agents must request callers/email address to ensure that the information on file is correct, if a new email address is given, agents need to update the information on customer’s account. But this not applicable when not speaking with the account holder or when the account already has a verified email address.

ex: “Would you like to update your email address ___ on your account?”

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.

ex: “How many signal bars are showing on the screen?”,

“Since when you are having this inconvenience?”,

“May I have the Zip code you are currently at.”

3.2 Complete / accurate action(s) taken:

We must be sure to follow all the necessary and correct steps to ensure the completion of the issue and/or request. This includes but it is not limited to all Knowledge Base articles and it’s respective procedures within, also applicable to actions done on Telgoo5, and tagging the chat for the corresponding site and queue on Tawk.to. 

• Please note, when a caller is requesting for their PIN, we must always ask a probing question as to why they need their PIN (must likely is due to a PORT OUT), since this is requested by KB article.

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• In addition, when following the KB article "Sales | Customer Service" it is not necessary to include an specific device with price, but it is needed to include the customer care phone number so customers can call in to purchase a phone. 

3.3 Provides/searches alternative solutions for the customer: 

Whenever we are unable to have a resolution, agents must seek for alternative solutions or recommendations that may help the customer to resolve their inquiries.

This includes but is not limited to, searching for a customer’s account for a new enrollment or ongoing device shipment, making all probing questions that could guide us on additional steps required to solve or answer the customer’s concern. (07/06/2023)

4. Value Added:

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

4.1 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). 
• Damaged 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.
  
  

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"

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: agents must always seek to provide complete and correct information that resolves customer’s reason for call including relevant information involving the account.

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

ex: If a customer state they paid the bill online, we must educate them they need to contact customer service to apply their order number manually.

5.2 Noted account completely/accurately: We must always, when applicable, add a note on customer’s account (Shopify and VCare) providing a summary of the actions taken during the interaction and this must also be accurate and understandable. Notes must include Caller’s name, reason for contact, actions taken, and resolution given.

ex:

• Name: (Caller(s) name – or any person we spoke with)

• Authentication/Account verified: Yes or No

• Reason: (What did the customer reached us about? / What created the reason the caller reached us about?)

• Resolution: (Must include how we reached the given resolution / Were there any additional steps taken to resolve the customer’s concerns. I.e., If there was a SIM / IMEI swap, adds or update information such as email addresses, account PIN etc., any escalations or any actions taken and why were these steps taken)

o It will be mandatory to include any key details such as:

 Offers/Promotions

 Account Changes:

 Promises

• Follow-up/Next Steps:

o Example scenarios:

 If there is an action that the caller needs to take, such as a power cycle of the device, then this has to be documented within this area of the account notation.

Important reminders:

• 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 example:

If there was a plan change, Vcare will described 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.

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 Active listening skills:

We must remain focused during the chat and avoid making the customer repeat information when it’s not necessary.

This applies, but is not limited to, requesting information already available from the system message or account details in the right Tawk.to pane.

6.2 Used 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.

If the chat details do include a statement requiring an empathy or apology statement, this should be in the initial message sent to the customer, during the opening statement. An empathy/apology statement should be said immediately after the customer expresses his feelings/opinion/feedback (this can happen multiple times throughout the interaction).

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

6.3 Agent maintained professional conduct:

Agents must maintain a polite demeanor by addressing their chats with respect and handling the interaction appropriately. Agents must also employ a friendly tone while dealing with consumer interactions, avoiding robotic responses such as sending the same response twice, and politely acknowledging customer comments.

E.g.: If a customer request for information while asking a question, the agent must acknowledge the request appropriately before providing the information.

Please note: That we must refer to the person on the chat by the name provided during the chat interaction, and not by the name on the account. Any incorrect spelling from our end to the name will be a markdown in this section.

Avoid sending around more than 5 messages in a row (inactivity warnings don't count), as it could be considered spam. 

6.4 Proper Grammar:

All the information notated under the customer’s account must have proper grammar and avoid the abbreviation of words.
A markdown will apply when there are two or more grammatical errors in the Telgoo account notation.

All messages exchanged with the customer in the chat must be accurate, avoiding punctuation, spelling, and any grammatical errors.

*Please note, two or more punctuation, spelling and/or grammatical errors in the chat will receive a markdown in this section.*

6.5 Proper hold procedure:

Agents must follow the hold guidelines and always request permission prior using hold, do not exceed the hold time over 2 minutes and always thank the customer upon returning from hold, if agents need more than 2 minutes they must come back and request additional time but do not exceed the 2 minutes timeframe. 

Agents will only receive a coaching opportunity when they exceed the hold time of 2 mins the first time, then if the 2-min hold time is exceeded again in the same interaction, it will be considered a markdown. Agents may go back to request additional time and briefly explain why they need the customer to keep holding for an additional 2 minutes.

ex: “Please allow me a moment.”, “Thank you for waiting.”

6.6 Agent displayed confidence:

Agents must demonstrate confidence by speaking without hesitation.

6.7 Offered additional assistance:

the agents must offer additional assistance prior closing the chat, this needs to be performed until the callers/contacts answer is a “No”.

ex: “Is there anything else I can help/assist you with?”

6.8 Maintained control of the chat:

We must always take ownership of the chat and guide the customer thoroughly.

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 Used branded closing:

when delivering the chat closing, agents must make sure to brand the closing by using: “Thank you for contacting Gen Mobile”.

7.2 Recapped chat:

Agents should always provide a brief summary of the actions that took place during the call and/or resolution(s) provided.
ex: “Besides helping you with __________.”

Summary should be specific to what was accomplished during the chat, should provide a resolution and should be in the same recap sentence. Similar to providing assurance of help to the customer at the beginning of the conversation.

Avoid sending vague messages such as:
"Yes, I fixed it." 
"Everything is all set now."
"Besides helping you with this process..."

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 account information with an unauthorized party without proper consent or verification. This includes disclosing any personal or account-related information to someone not authorized on the account.
  
  

• 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.
  

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• Maria O. MAO 11/25/2024 3:00 AM
• 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

• 3/20/2026, Updated by Gustavo Hernandez. Q6.4, Proper Grammar: Defined and clarified two grammatical errors for a markdown. Q7.2, Recapped chat: Clarified and enhanced how to comply with a proper recap.
• 3/23/2026, Updated by Gustavo Hernandez. Q6.5. Proper hold procedure: Added a one-time coaching opportunity when the agent fails to comply with the 2-minute hold time for the first time, and a markdown will be applied on the second incident.
  
• 4/9/2026: Updated by Gustavo Hernandez. Q2.3. Included that agents don't need to attempt to update an email address when not speaking with the account holder or when the email on the account is "verified." Q3.1. Added that in general inquiries, agents have to ask for the MDN to verify if there's an account. Q3.2. Included that chat agent don't need to offer an specific device for a sales attempt, but they have to include the customer care phone number. 
• 4/27/2026. Updated by Gustavo Hernandez. Q6.3 added criteria for spam from the agent. Q3.2 included that chat interactions must be tagged on Tawk.to.
• 6/5/2026. Updated by Gustavo Heernandez. Q4.1 added scenarios where the app should still be offered and where it shouldn't, to match with Calls - Quality guidelines.
• 7/3/2026. Updated by Gustavo Hernandez. Q1.1 added the PIN-First Verification Flow.
• 7/9/2026. Updated by Gustavo Hernandez. Added new call opening under 1.1.