Caller wants a linguistic call back to be arranged
It has been observed for linguistic calls there are no tickets being created. Only phone numbers are getting shared to call the customer
Opportunity:-
1. We cannot trace if the callback has been done
2. No ticket was created supporting the call received by the general agent
What is required??
When you receive a call asking to talk to a linguistic agent please follow below-mentioned steps:-
1. Please create a ticket stating (Call back required in Malayalam/Telugu/Tamil etc.)
2. Gather as much information as you can and mention it in the ticket
3. Message this ticket in Inhouse Whatsapp group and tag the TL, once the TL aligns a person just assign the ticket to them and get a fresh ticket from them so that we balance the tickets rather than burdening the linguistic team members.
1. We cannot trace if the callback has been done
2. No ticket was created supporting the call received by the general agent
What is required??
When you receive a call asking to talk to a linguistic agent please follow below-mentioned steps:-
1. Please create a ticket stating (Call back required in Malayalam/Telugu/Tamil etc.)
2. Gather as much information as you can and mention it in the ticket
3. Message this ticket in Inhouse Whatsapp group and tag the TL, once the TL aligns a person just assign the ticket to them and get a fresh ticket from them so that we balance the tickets rather than burdening the linguistic team members.
Note
The owner will be assigned only after the respective TL aligns it and get some new ticket from the same advisor back to balance the load.
The agent who will make this linguistic call will make the required changes and update his/her notes in the ticket assigned and work on it accordingly.
The owner will be assigned only after the respective TL aligns it and get some new ticket from the same advisor back to balance the load.
The agent who will make this linguistic call will make the required changes and update his/her notes in the ticket assigned and work on it accordingly.