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 outbound 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.
-CSOs may return call or place a call according to supplier/customer needs.
Maintenance: Quarterly
Owners:
Users - Robobai Customer Support Team
Instruction:
- Make sure to gather all the information needed to assist the user with his/her issue or enquiry.
- Exhaust all the files and tools.
Ticket subject: Outbound - Supplier Name - Issue
Types of outbound calls.
> Abandoned outbound
> Voicemail outbound
> Outbound follow-up
Opening spiel for abandoned call: “Good morning/afternoon/day, my name is ________. Calling on behalf of Inghams/Robobai Customer support team. We missed a call coming from this telephone number (time) ago. We’re just returning the call should there be assistance needed with the SLM.
Voicemail opening spiel: “ Good morning/afternoon/day, my name is ________. Calling on behalf of Inghams/Robobai Customer support team. May I speak to (name of the voicemail caller).
Outbound follow-up opening spiel: Good morning/afternoon/day, my name is ________. Calling on behalf of Inghams/Robobai Customer support team. State the reason for your call.
Call flow will depend on the issue or enquiry. Exhaust all files to provide assistance or to resolve enquiry.
Offer further assistance.
Advise CSAT survey and asks/confirm email address.
Closing spiel: “Thank you for answering my call, should you need further assistance, do not hesitate to contact us. Have a great day.
Create a ticket. Refer to Standard Enquiries for tagging
Contact:
Issue:
Resolution/Investigation:
Follow-up:
Merge if needed. Refer to SOP: How to create FD ticket