Call structure/ Ticket etiquette's for Customer Support Executives

Callers calling in English :

Call opening statement  -

Welcome to Lead. I'm Vivek, how can I help you?

• Empathize for any inconvenience caused to the customer/user

Hold Procedure - 

May I place your call on hold for a minute, while I find this information for you?

May I place your call on hold for a minute, while I check this for you?

Retrieve Hold:-

Thank you for your patience. It is taking longer than expected. I will need to place your call on hold for another minute (IF more time is required to investigate/Escalate the issue).

Thank you for your patience (Inform the outcome).

• (If any issue arises, resolve that as well).

Thank you for calling Lead, you have a great day ahead.

IVR call transfer - 

Is there anything else I can help you with? (If no issue arises then proceed further)

Before transferring the call to the IVR always use the call closing statements. "Thank you for calling Lead, have a great day ahead."

With your permission, may I transfer your call to the IVR where you can share your valuable feedback about my service, If you are satisfied press 1 & if not press 2. 

Callers calling in Hindi :

How to create a ticket (When received calls) -

The tickets have to be created on Hubspot - https://app.hubspot.com/login

• Step 1 - Click on create ticket 
• Step 2 - Fill the relevant information, which is required.

• For blank calls, we will not create a Ticket (Call got connected but there were no communication as either party was not able to hear)
• If there is a call drop that happens during the call then the agent needs to call back immediately to complete the conversation.
• Call drop definition: When you are talking to someone on your mobile phone and in the middle of the conversation, the call disconnects on its own.

First response to be given in 4 hours: When a ticket is assigned to the customer service executive, the executive has to respond to the ticket within 4 hours.

The first response shouldn't be a acknowledgement email but rather we should try to resolve the concern in the very first attempt and send the email accordingly and escalate/resolve/follow up the case.

Before moving  any ticket to other department always out call and set expectations with the user that the ticket is moved to other department or other individual will work on it and also mention the same on the email. 

• Ticket from school - We can only force close tickets after 3 call attempts to user and AA/CSM (Call & Email) in 48 hours.
• Ticket from Internal employees - We can only force close tickets after 3 (Call & Email) attempts in 48 hours.

Call handling etiquettes 

• Ask them to write your name & screen shot incase you are requesting any screenshot or video of an issue.
• Answer the phone/call  in less than 5 seconds.
• Always answer the call, in the language which the customer selects on the IVR (If you cannot speak that  language then open the call in English)
• Always introduce yourself and the company/brand
• Acknowledge the customer's issue / Empathize for any inconvenience caused
• Hold procedure - Always inform the customer that he will be put on hold/Refresh the hold after a minute (Avoid placing the customer on long hold 
• Don't interrupt customer's/Let the customers complete then you can keep your point
• Respect your customer's - Never get into an argument with the customer
• Avoid giving incorrect info/If not sure keep a follow-up
• Don't close the ticket/Call without close looping 
• If the customer says can i speak to you again you can say:- You will receive the ticket number on your mobile number, call back and share the same. Anybody who answers your call will help you & will come to know about the previous discussion as that will be mentioned in the ticket. (No one will say that the call will be transferred to me)

Ticket Creation & Movement SOP -

• They should always update the UCID number in the ticket 
• In Need more info tickets get auto closed after 48 hours.
• Assigning to another department - Status --> Escalation (Other Department). After that fill in all the relevant information. (Only for ASM related queries you will fill Product & Workflow). After filling the all the fields, click on Previously Completed Properties and in the Department Assigned to select the relevant team.
• Whenever you escalate the ticket to another department educate the caller that you will update them on the status in 2 to 4 hours (Check the ticket status & inform the user)

1. Customer - 
2. Agent ID - 
3. Sip ID -
4. Pin - 

How to enable task notification to set reminders for follow up

Document to follow for Task Reminders

Examples mentioned below:- 

Teacher is unable to login into Teacher app (This is a generic scenario. Use statements depending on the scenario raised)

• I can imagine this can be really frustrating for you! But dont worry, I will make things right.
• This can be really frustrating. I will take care of this right away
• My apologies for the inconvenience caused. Let's get this fixed
• Sorry about this! This is not the experience we want to give to our customer. Let's work together to get this fixed.
• I am sorry you had to go through this. I will ensure that this problem is  addressed
• This is definitely a concern and we are sorry about this. Let's work together to find a solution
• My apologies. What you have gone through is equally unacceptable to us as it is to you
• I understand the problem. It seem to be have been really frustrating. Rest assured, I am here to take cared of this for you   
  
  

  Power Statements:- 

• I am sorry you are going through this!
• Oh! That sound really challenging 
• I can imagine how difficult that can be
• I will make it better for you 
• It makes me really sad to hear this happened (Sympathy scenarios. Please pause and say it the way you mean it)
• Thank you so much for notifying the issue
• We will get the issue resolved positively
• You are totally right 
• Thank you! we appreciate your honest feedback 
• We are grateful for sharing your feedback with us. This will definitely help us improve (IVR Response)
•  May I arrange for an update call, at a time most convenient for you (I(n case of call back)
• Thank you for your patience Sir/Madam
• Thank you for sharing. I have identified the problem
• This issue will be fixed completely in two business days. (When you are sharing SLA/TAT with the customer)
• We value your feedback and I assure you that that we will share it with respective team 
• Your satisfaction is our primary goal. Hope we have discussed everything that we wanted
• Thank you for considering your relationship with Lead! (In case if someone wants to partner)
• Thank you for your feedback. This definitely means a lot to us
• Thank you for your time and patience. 
• Thank you for calling Lead. I hope I have made things right for you! (Wait for you caller response) You were talking with Vivek! Have a wonderful day ahead.

IMPORTANT:- PLEASE USE THESE STATEMENT WITH FEELINGS AND SAY IT THE WAY YOU MEAN IT. REMEMBER CUSTOMER'S CAN ONLY LISTEN TO YOUR VOICE!!!