Retention Bot Processes and Procedures
Retention
Bot Processes and Procedures
How to Effectively Save a Customer
Using the Retention BOT
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Steps |
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Agent Action Step |
Desired Outcome |
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o Click the button to activate. |
This BOT will pull the most used information used from the TIMX SCM. |
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When this callout appears…
2. Enter the customer in the 3 fields o Contract # o Cancellation Date o Reason the customer wants to cancel |
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o Enter 9-digit contract #: in this format: 12345678-9 o Date of cancellation: MM/DD/YYYY o Select cancel reason |
· The BOT pulls up to 365 days’ worth of claims. · Links to appropriate save scripts on iKnowledge. |
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Allow up to 60 seconds for processing. |
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. Review the Results Callout |
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Review the Customer’s history for (up to) the past 365 days.
1. Enrollment Incentives: Remind the customer of the awesome incentives that they’d be missing out on if they decide to cancel.
2. Refund Owed & Cancel Fee Owed: Cancellation Fees may deter the customer from cancelling once you remind them what it costs.
3. Fees Owed from a paid call
4. Claims data: Reminding the customer of all the ways that this warranty has been a true benefit over the past year.
5. Rebuttal Links: The agent will be directed to the category they chose at the beginning of the call.
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Possible Error Messages |
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No Contract # Found |
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q In case the contract number could not be found, an error callout will display. v Automation will not time out while this callout is on the screen. q Agent should click SUBMIT after edits have been made. The Process callout will appear again to pull information. The Results callout will appear. If not, continue with the call manually. At the completion of the call, submit a JIRAH ticket and notify your supervisor.
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Input Not Received |
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Technical reasons with the web service (this is how the BOT retrieves the information to populate the results callout).
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Missing Data |
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If results are not returned within 60 seconds, a timeout screen will appear.
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