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    If A Customer Requests For A Callback Outside Our Work Hours We Want To Say This

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    Daniica Macaranas
    The document provides instructions for agents on handling callbacks outside of business hours and no center found errors. It states that if a customer requests a callback outside of hours, agents should provide the business hours and ask for the best time to contact them. It then provides steps to directly callback the customer and send relevant information to headquarters to address no center found errors or retry callbacks.

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    If A Customer Requests For A Callback Outside Our Work Hours We Want To Say This

    Uploaded by

    Daniica Macaranas
    25 views1 page
    The document provides instructions for agents on handling callbacks outside of business hours and no center found errors. It states that if a customer requests a callback outside of hours, agents should provide the business hours and ask for the best time to contact them. It then provides steps to directly callback the customer and send relevant information to headquarters to address no center found errors or retry callbacks.

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    If a customer requests for a callback outside our work hours we want to say this

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    The document provides instructions for agents on handling callbacks outside of business hours and no center found errors. It states that if a customer requests a callback outside of hours, agents should provide the business hours and ask for the best time to contact them. It then provides steps to directly callback the customer and send relevant information to headquarters to address no center found errors or retry callbacks.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    25 views1 page

    If A Customer Requests For A Callback Outside Our Work Hours We Want To Say This

    Uploaded by

    Daniica Macaranas
    The document provides instructions for agents on handling callbacks outside of business hours and no center found errors. It states that if a customer requests a callback outside of hours, agents should provide the business hours and ask for the best time to contact them. It then provides steps to directly callback the customer and send relevant information to headquarters to address no center found errors or retry callbacks.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Flag for inappropriate content
    Download as docx, pdf, or txt
    of 1

    If a customer requests for a callback outside our This is usually because there is no agent

    work hours we want to say this : available to take the call. This can be for many
    reasons, but the only thing you can do to help
    "Unfortunately, that is outside our hours of
    us help you, is close the error, close the transfer
    operation. Our hours of operation are,
    window and try one more time. If you still get
    MONDAY - FRIDAY 9am to 6pm Eastern Time.
    the error, tell the customer "Due to high call
    When would be the best time to contact you?"
    volume, I will have to call you back. When
    would be the best time to contact you?"
    Hopefully you can get a solid callback time from
    COURTESY CALLBACK the customer.

    Then send DIRECTLY TO VTEL HQ the letters NCF


    IN ORDER TO CALL THE CUSTOMER BACK then the customer state and let us know if it is
    IMMEDIATELY AFTER THEY DISCONNECT GOLD, SILVER or MED,, like this:
    RANDOMLY IN THE TRANSFER SECTION, LEAD ID -NCF - TX - GOLD
    FOLLOW THESE STEPS

    1. WHEN THE "LEAD HUNG UP" NOTIFICATION


    COMES UP, HIT THE WRAP UP BUTTON. ^ This would tell us it is a NO CENTER FOUND
    ERROR from a customer in TEXAS and it is a
    2. IN THE TAB ON THE LEFT, FIND THE GOLD XFER
    "AVAILABILITY SETTING" AND SWITCH IT TO
    "PAUSE-CB". Then, we will do our best to confirm how or if
    you could retry this one in the near future.
    3. CLICK THE "HANG UP" DISPOSITION.

    4. THE CUSTOMERS INFO IS NOW ON THE


    SCREEN AND READY TO BE CALLED BACK. JUST HARD RESET INSTRUCTIONS:
    CLICK THE GREEN PHONE ICON.
    - Plug modem out from its power source and
    allow it to sit for 2-3 minutes

    IF THE LICENSED AGENT IS NOT PICKING UP - After 2-3 minutes, plug modem back in and
    allow it to reboot for 2-3 minutes
    KEEP THE CX TALKING USING OPTIONS 1/2 FOR
    SMALL TALK. IF YOU ARE WAITING MORE THAN - Power computer back on
    1 MINUTE, END THE AGENT CALL AND TRY TO
    - Go to google chrome> settings> and clear
    GET A DIFFERENT AGENT ON THE LINE. AFTER 2
    cache cookies and web browsing history from
    ATTEMPTS, BUT NO ANSWER> OFFER A CALL
    all time
    BACK
    - Open a new browser> click the 3 dots on the
    top right of google chrome and enter chrome
    from an incognito window (3rd option down)

    - Login to convoso from an incognito window

    NCF-ERROR

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