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qa:overview [2025/09/16 18:33]
216.73.216.115 old revision restored (2025/07/05 05:13) 		qa:overview [2025/11/05 07:00] (current)
216.73.216.151 old revision restored (2025/09/16 18:32)
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   * **Confirm Identity** - Name and billing address must be confirmed.   * **Confirm Identity** - Name and billing address must be confirmed.
-  * **Ask for Call back number** - The agent must ask for the best call back number in case the call get disconnected. 
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-**Talk Track:** //Before we proceed, can I ask for your best call back number in case this call get disconnected?// 
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   * **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:   * **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:
  
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   * **Refund** - If a refund was discussed, it must follow [[tips:refunds|our policy]].   * **Refund** - If a refund was discussed, 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.1758047639.txt.gz ยท Last modified: 2025/09/16 18:33 by 216.73.216.115

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