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Disconnect Phone Call Process

1) TracFone has implemented a new universal policy requiring agents to call customers back within 20 seconds if a call becomes disconnected during a conversation. 2) If the customer cannot be reached, agents must leave a message with their contact information and details about the original call. 3) Agents who fail to call customers back after a disconnection will receive an automatic fail on their next quality assurance evaluation starting on March 19, 2012.

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IjalonneMagalsoTiago
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90 views

Disconnect Phone Call Process

1) TracFone has implemented a new universal policy requiring agents to call customers back within 20 seconds if a call becomes disconnected during a conversation. 2) If the customer cannot be reached, agents must leave a message with their contact information and details about the original call. 3) Agents who fail to call customers back after a disconnection will receive an automatic fail on their next quality assurance evaluation starting on March 19, 2012.

Uploaded by

IjalonneMagalsoTiago
Copyright
© Attribution Non-Commercial (BY-NC)
Available Formats
Download as DOC, PDF, TXT or read online on Scribd
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To: All Service Partners and Customer Service Representatives From: Mark Mahan, SVP Customer Care Date:

February 17, 2012 Re: New Process for Instances where you become disconnected from the customer.

This memo is being sent to formally communicate a change in procedures when it comes to a call that becomes disconnected while you are speaking to the customer. In the past when a call became disconnected in the middle of a conversation the agent would simply place notes in the interaction and place the information on the incident report. Recently, a few centers were moved to a process where either supervisors or local ERD were calling the customer back when the call was disconnected. TracFone has decided to create a universal policy regarding disconnected phone calls. At any time that you are speaking with a customer and the call becomes disconnected in the middle of the conversation or call you will immediately call the customer back. Here is an example of how the process will work: 1. Call from the customer comes in to a CSR 2. The CSR while opening the call will copy and paste the telephone number from CTI or AVAYA into the TracFone Notepad. 3. While assisting the customer to troubleshoot the phone the call becomes disconnected. 4. The CSR has 20 seconds to go into Aux 9 and begin calling the customer back. 5. If the agent reaches the switchboard for a large company and has the customers name he/she will ask for the customer. If no one by that name then the CSR will document the interaction including the number they called. 6. Or 7. If the CSR is unable to reach the customer at the phone number listed in AVAYA or CTI and an answering machine comes on the CSR will leave a message such as:Hello, this is Straight Talk wireless calling we were disconnected and I was calling back to finish assisting you. Please give us a call back at your earliest convenience. The CSR will then document the interaction including: phone number attempted, that they left a message and all relevant notes pertaining to the call. This process will also be put in place for when a customer calls in and we cannot hear them due to a poor connection or background noise. This policy goes into effect

immediately for anyone in the call centers who takes a call from a customer. This policy does not apply to calls where you disconnected the call due to rudeness or profanity as long as you are following the process outlined by TracFone. We will give each call center one month to become adjusted to this new process. On March19, 2012 anyone who becomes disconnected from a customer and does not call the customer back to finish assisting them will receive an auto fail on their QA evaluation. We will discontinue the use of the incident log as there will no longer be a reason for the log to protect the agent from a QA perspective. If you have any questions please contact your CCCM Manager.

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