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 information and complete certain activities to fulfill customer requests.
This article provides guidelines on the process for transferring a call to Retention based on specific call scenarios. Adherence to the proper process will avoid transferring customer unnecessarily and improve their experience as their needs are handled quickly and effectively.
All transfers must include the recording disclosure VERBATIM:
"This call may be recorded for quality assurance and training purposes."
Calls That Should NOT be Transferred to Retention
Scenario
|
Process to Resolve
|
Customer is inquiring about the items included in their
coverage or requests a fulfillment kit.
|
Utilize the help system to answer the customer’s questions.
The customer’s Dec Page can also be accessed through TIMX SCM which will list
the items.
To request a fulfillment kit be mailed, access the customer’s
account in TIMX SCM.
|
Add/Update customer email, phone, or zip code.
|
Access the customer’s account in TIMX SCM and make the updates
directly.
|
Contract status in ServiceBench is Dunning pending cancel.
|
Review the customer’s account in TIMX SCM to verify the status
of the contract. If Active, proceed with assisting customer.
Only call Retention if the contract is Red Flag in TIMX SCM to
resolve the payment issue.
|
Customer is dissatisfied with the Service Job experience and
requesting a refund or compensation.
|
Seek assistance from your direct Supervisor.
Retention does NOT process refunds or waive payments based on
Service Job experience.
|
Customer is requesting to speak with a Supervisor regarding a
Service Job.
|
Adhere to the Escalation Protocols.
Supervisor requests should NOT be transferred to Retention.
|
Calls That Should be Transferred to Retention
Call Scenario
(Billing, Payments, Account Updates, Sales,
Cancellations, Enrollment/Upgrades)
|
- Customer wants to cancel contract.
- Customer wants to update their property
address (not including the zip code).
- Customer wants to reinstate their contract.
- Customer wants to make a payment towards
premium or any other billing inquiries.
- Customer inquiring about enrolling into new
coverage.
- Customer wants to add options and additions
within proper time frames.
- Adding another authorized user to the
contract.
|
Related Articles
Call Log Activity: Customer Service
A Call Log Activity is entered in Zoho at the end of every customer interaction when there is a customer account in our system. There are 2 locations to enter a Call Log Activity based on the reason for the call: Service Job Related Calls: Create the ...
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 ...
Zoho CTI and Caller Verification
In Zoho Desk when you receive an inbound call you should receive a CTI pop-up displaying important customer information. Review the information on the CTI pop-up to assist with caller verification. If the caller's information populates you can click ...
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 ...
System Outage Customer Handling
Once an outage is identified, a member of the Cinch Team will advise Customer Service to follow the procedures outlined below in order to provide guidance on how to properly assist customers and what information to provide along with next steps. ...