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.
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