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.
|
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