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qa:overview [2025/06/09 17:11]
66.249.65.40 old revision restored (2024/09/12 19:35) 		qa:overview [2025/07/04 06:23] (current)
216.73.217.3 old revision restored (2025/06/25 10:00)
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 **Talk Track:** //Thank you for calling Customer Service, this is XYZ. May I please start with your phone number?//  **Talk Track:** //Thank you for calling Customer Service, this is XYZ. May I please start with your phone number?// 
  
-  * **Confirm Identity** - Name and billing address must be confirmed. +  * **Confirm Identity** - At least 2 personal details must be confirmed. 
-  * **Ask for Call back number** - The agent must ask for the best call back number in case the call get disconnected.+  * **Closing** - The agent must end the call by asking if they can help any further. For example:
  
-**Talk Track:** //Before we proceed, can I ask for your best call back number in case this call get disconnected?// +**Talk Track:** //Is there anything else I can assist you with? Have a nice day, goodbye.//
- +
-  * **Recap & Close** - The agent must end the call by re-stating how they resolved the issue and asking if they can help any further. For example: +
- +
-**Talk Track:** //I have cancelled your subscription and you will not incur any further charges. Is there anything else I can assist you with? Have a nice day, goodbye.//+
  
 ===== Processes ===== ===== Processes =====
  
-  * **Refund** - If a refund was discussed, it must follow [[tips:refunds|our policy]].+  * **Refund** - If a refund was given, it must follow [[tips:refunds|our policy]].
   * **RMA** - If an [[howto:rma|RMA]] was generated, the agent must recommend getting a tracking number and provide the address and RMA number.  If the product is unopened and being sent for a refund, the $9 restocking fee must be explained.   * **RMA** - If an [[howto:rma|RMA]] was generated, the agent must recommend getting a tracking number and provide the address and RMA number.  If the product is unopened and being sent for a refund, the $9 restocking fee must be explained.
-  * **Call Back** - Our [[general:managing_call_backs|callback process]] must be followed. The agent must provide an ETA for hearing back and stick to it. A callback record should be created any time an agent needs to do a later action - ie, retrying a transaction.+  * **Call Back** - Our [[general:managing_call_backs|callback process]] must be followed. The agent must provide an ETA for hearing back and stick to it.
   * **Accuracy** - The agent must follow the processes outlined in our [[:start|wiki]].   * **Accuracy** - The agent must follow the processes outlined in our [[:start|wiki]].
-  * **Offers** - The agent should [[general:making_offers|make approriate offers]] to the customer to settle the matter. If relaying RMA info, offer #1 must be presented before giving RMA details, followed by offer #2.+  * **Offers** - The agent should [[general:making_offers|make approriate offers]] to the customer to settle the matter.
   * **Notes** - The agent must follow the correct [[howto:add_notes|process for entering a Note]] into our CRM.   * **Notes** - The agent must follow the correct [[howto:add_notes|process for entering a Note]] into our CRM.
  
qa/overview.1749489098.txt.gz · Last modified: 2025/06/09 17:11 by 66.249.65.40

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