AT&T 555-230-520 manual Warranty Service with EAS

Warranty Service (with EAS)

In both vectors the first step routes calls to queue if the number of contracted calls is not exceeded. Otherwise callers receive busy signal.

Warranty Service (with EAS)

Example 7 deals with a major appliance company that offers one year warranties and extended warranties on its major appliances (dishwashers, refrigerators, washers, and dryers). The warranties are printed in English and Spanish to accommodate customers who speak and understand these languages. Naturally, callers need to speak with someone who is familiar with the appliances they have bought and who speaks the appropriate language. Ac cordingly, 800 numbers are provided for calling English-speaking agents as well as Spanish- speaking agents. Bilingual agents with Spanish-speaking Skills are hired so that they can back up the groups of English-speaking agents. Agents are trained first on all appliance models of a certain type and then on all appliance models for a room (such as the kitchen, the laundry room, etc).

The following Skills are needed for the warranty service call center:

Table 11-3. Skill Table for the Warranty Service Call Center

Appliance	English	Spanish
Type	Skill #	Skill #
Kitchen Appliances	10	20
Dishwashers	11	21
Refrigerators	12	22
Laundry Appliances	30	40
Washers	31	41
Dryers	32	42
Supervisors		100

Issue 4 September 1995 11-15