Introduction: 

-Freshcaller is one of the live channels where customers/suppliers may be able to reach Robobai CSO for support to onboard on the SLM platform or request assistance on completing forms and documents etc.

-CSOs follow guidelines on how to answer supplier/customer queries through inbound calls.

Scope: All of Ingham's suppliers are able to reach out through call. The CSO TFN is published on email notifications sent to registered supplier contact information.

Maintenance: Quarterly

Owners:

Users - Robobai Customer Support Team


Instruction:


Ticket subject: Inbound - Supplier Name -  Issue

  • Answer the call within 5 seconds after the beep for INBOUND calls.

  • Opening spiel “Welcome to Inghams/Robobai customer support team. My name is (state your name), may I know your name and your company name please?”

  • Confirm or ask his/her call back number in case the call gets disconnected.

  • Ask the caller how you can help him/her.

  • Proceed with the assistance needed. (This will vary depending on the issue or enquiry of the supplier) If you need time to confirm the resolution please refer to the below screenshot for placing the supplier on hold.

  • Offer further assistance. 

  • Provide CSAT Survey and ask/confirm email address. 

  • If the caller states that they will call back should there be further assistance/enquiry needed, provide our call back number in your closing spiel.

  • Closing spiel “If you have any other questions or inquiries, you can call us at +61 2 8880 9025 from 9 AM to 6 PM AEDT, Mondays through Fridays or you may also send us an email at suppliers@inghams.com.au. Thank you for calling. Have a great day.”

  • Create a ticket. Refer to Standard Enquiries for tagging.

    • Contact:

Issue:

Resolution/Investigation:

Follow-up:


Use the guideline below for hold procedure: