The goal of our team is to resolve a customer call in a "one touch" manner. This means while the customers call may initially come in and the CSG that answers the call will make every attempt to assist them with their questions, it may be necessary to transfer the CSG that is lead for that product, service, feature or billing.
Every effort should be made for CSGs to be able to accept a "hot transfer" from the team member on the phone. However, this will not always be possible due to one on ones, training, lunch breaks, etc.
Below you will find the SOPs for the 2 scenarios:
When a call comes in that you are unable to troubleshoot or resolve on your own, you should request a "Hot Transfer". Place the customer on hold and request a transfer in the Phones chat.
In the Phone chat you should send a message to the team member in question.
Example : Hey @<team> I've got <customer name> on the phone. They are trying to <insert what they need> and are having trouble <what is going on>
Example: Hey @<team> I've got <customer name> on the phone. They are requesting to cancel their <insert product>
Note: You should not use DMs as that does not allow the other team members to see who is calling in and give a picture of "repeat callers.
If a hot transfer can not be accepted, the CGS in question should post a note to the Phones chat asking to re-assign. Note this may not always be possible due to one on ones, breaks, and quick starts.
If a response is not received or a reassignment is requested, let the customer know that we will be reaching back out to them, note the ticket created by the call as an internal note, and assigned to the CSG that needs to return the call.
After that is complete, add the details to the call back ticket and create a ClickUp task for the CSG in question.
Format: <Customer Name> <Issue> <Ticket><Date>
Example: John Smith Skimore - RK Widget Questions - https://localgenius.zendesk.com/agent/tickets/12345
How To Turn A Slack Message Into A ClickUp Task
Billing Note: If this is a billing call or cancelation request, set the autobill to "No". Billing must return all calls and resolve all subscriptions the same day to ensure no erroneous charges take place or that a subscription is accidentally left with inactive billing.
Each CSG is responsible for clearing their calls daily. No requested call backs should remain unresolved at the end of the day. Even if there isn't a solid resolution for an ongoing customer issue, we must return the call to let them know that we are aware of and working on the issues.
Team members should be checking their Clickup assigned tasks after breaks, training sessions, anything that would cause a time in which you were not actively monitoring the Phone chat for Hot Transfer Requests.
Once you have resolved your call back request, simply set the call back request to "Complete" and resolve he ticket as normal.