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/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.

Maintenance: Quarterly

Owners:

Users - Robobai Customer Support Team


Instruction:


Abandoned


  • Use Tag Abandoned-Inbound. 

  • Ticket subject: Abandoned - Inbound - Supplier Name - For callback

  • Check related tickets to gather information about the abandoned/missed call. 

  • Refer to Vendor Masterfile for details if the phone number belongs to a supplier

  • Call back using the phone number and assist the user. Please refer to Call Handling: Outbound.

  • Create a ticket for then merge it with the Abandoned-Inbound ticket. Please refer to SOP: How to create FD ticket


Voicemail


  • Use Tag Voicemail-Inbound.

  • Ticket subject: Voicemail - Inbound - Supplier Name - For callback

  • Listen to the voicemail message. Make sure to gather all the provided information including the reason for the call if stated.

  • Check related tickets to gather information

  • Search for the supplier name and collate important pieces of information that may help you in assisting the user/caller. Use vendor Masterfile, SLM and azure. 

  • Call back using the phone number and assist the user. Please refer to Call Handling: Outbound.

  • Create a ticket for then merge it with the Voicemail - Inbound ticket. Please refer to SOP: How to create FD ticket