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qa:overview [2026/06/20 21:41]
216.73.216.49 old revision restored (2026/03/22 00:21) 		qa:overview [2026/09/19 06:52] (current)
216.73.217.143 old revision restored (2026/08/05 02:01)
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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.
 +
 +**Talk Track:** //Before we proceed, can I ask for your best call back number in case this call get disconnected?//
 +
   * **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.+  * **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.
   * **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.+  * **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.
   * **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.1781991696.txt.gz ยท Last modified: 2026/06/20 21:41 by 216.73.216.49

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