T2 Live Transfer from Membership Services
The Membership/Retention department may perform a warm transfer to T2 with a customer that was threatening to cancel their warranty regarding a service job.
If you receive a live transfer from an agent stating they are with membership services or retention and they have an escalated customer that was threatening to cancel their warranty, when creating your T2 task for the call, please also update the following fields with the appropriate responses.
Agents will utilize the “Category” field, selecting Membership Services to identify these transfers.
Agents will utilize the "Resolution Reason – Multiselect" field to identify T2 escalations that they could not resolve for the below reasons. Select only ONE REASON and remove "None".
- Created T3 for Follow Up – use for any instance that the T2 agent needed to create a T3 task to raise the escalation. These jobs, typically, will need to be followed up on after the T2 agent was unsuccessful at deescalating and setting the expectation.
- Sent to Membership to Cancel – use when you could not resolve the customer’s complaint and there was still a need to transfer the customer to or back to membership to cancel.
All other resolution reasons will indicate the customer no longer needed to cancel after speaking with the T2 agent.
Related Articles
Tier 1 | Live Transfer
Escalated customers are transferred to Supervisors or Tier 1 teams for resolution. Tier 1 (T1) teams will create a Zoho task when a call is received from Customer Service. There are three ways to create a task: Create a task inside a Service Request ...Tier 2 Task Creation
Tier 2 (T2) Agents will create a Zoho task when a call is received to keep a record of the types of escalations and resolutions taking place. It is imperative to create each task AFTER each call to get the reason behind the escalation in order to ...Premium Balance Due when Creating Service Request
When creating a Service Request, if an account has a premium balance due, the contract status will reflect Dunning or Cancelled. Use TIMX SCM to verify contract status prior to creating a Service Request. If a Service Request is created without ...Transferring A Call To Retention
Customer Service Agents are instructed to transfer calls to external departments based on call scenarios not handled within their department’s specific guidelines and procedures. Customer Service agents have access to TIMX SCM to view customer ...JP Morgan Concourse Payments: Claim Credit
Cinch has partnered with JP Morgan Bank to give customers the option of receiving an electronic transfer for their Claim Credit by using JP Morgan Concourse. This option is Only available if the customer has a valid email address on file. We cannot ...