Customer/Service Professional Callback Option-Fonolo

Customer/Service Professional Callback Option-Fonolo

Customers and Service Professionals will be offered the callback option via the IVR when there are no associates available to assist. The Customer or Service Professional can choose the callback option rather than wait on hold. The system holds their place in line and automatically dials them via the provided callback number once it's their turn. The call is then routed to an associate so that the 2 parties can connect. 

Process

  1. When you receive the opportunity to call back a customer, you will receive an automated whisper message indicating there is a caller ready to be contacted. The message will be:
    "Hello, there is a client on the line for you, press 1 to be connected now."
  2. When you hear this message, press 1 on your cxone keypad to accept the callback.
    Warning
    You must press 1 by the third time you hear the automated whisper message.
    You will then be notified that the callback is about to be placed:
    "We are calling the client now."
  3. The system automatically calls the customer back at the requested phone number and attempts to connect the call.
    1. If the callback reaches the customer's voicemail, press 9 to reschedule the call.
    2. If the callback cannot be completed (for example the customer's phone number is invalid or out of service) hang up to disconnect the call.
    3. Select the proper categories in the call log. (CS-General Inquiry: Ring No Answer)

Script

Script

Sears Callback

“Hello <Customer Name>, this is <Agent Name> calling you back from you Sears Home Warranty Support Center. Please be advised this call IS recorded, and MAY be monitored to improve quality. How may I assist you today?”

Non-Sears Callback

“Hello <Customer Name>, this is <Agent Name> calling you back from you Home Warranty Customer Service Department. Please be advised this call IS recorded, and MAY be monitored to improve quality. How may I assist you today?”

Enrollment

“Hello <Customer Name>, this is <Agent Name> calling you back from you Cinch Home Warranty services. Please be advised this call IS recorded, and MAY be monitored to improve quality. How may I assist you today?”

Authorizations

“Hello <SP Name>, this is <Agent Name> calling you back from Authorizations at Cinch Home Warranty services. Please be advised this call IS recorded, and MAY be monitored to improve quality. How may I assist you today?”



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