Following part replacement at the customer's location, our in-house technicians are collecting existing parts. In cases where part installation is done by an in-house technician, we need to call customers, check if the part is picked up, and assign it to the return team accordingly.
· We've noticed a trend in the marketplace complaints where agents overlook capturing order IDs and neglect to review the order date and history before processing returns or replacements. It's crucial that we capture the order ID and await supervisor confirmation following thorough validation of eligibility for return or replacement.
· need to prioritize and escalate cases where customers call more than once for the same issue.
- New queue added Progressive dials is created - During avail time system will automatically dial the OBH numbers.
- Tickets need to created on every connected call.
- Proper disposition needs to be selected and that's mandatory. For fresh lead calls need to properly dispose it under fresh leads and accordingly ticket needs to be created.
- For ongoing cases again like in inbound calls we create tickets similarly in progressive dials also we need to create proper ongoing tickets.
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