All chat requests must include the Client ID and a detailed reason for the request. Before reaching out to the chat, agents must review the account and SOP in full detail. Chats will be used Monday-Friday. On Saturday and Sunday agents should reach out to the Weekend Chat for assistance.
Chat Etiquette
Agents and Leadership Should Always:
Take client’s requests with seriousness and empathy.
Be willing to assist/try for the client.
Be respectful to your team members.
Be clear in messages and responses when you need clarification.
Be honest in terms of assistance abilities.
Be willing to help one another.
Be patient with Lead responses.
Thank each other.
Must ask a question not to provide a statement.
Must explain and clarify what the issue is and what assistance the agent is looking for.
Agents and Leadership Should Never
Be disrespectful to one another in chat groups
“If you had read the account notes, you would have known...”
Calling people out
“I already said that...”
Send messages in all capital letters.
“I AM STILL WAITING ON A SUPERVISOR”
“I JUST ANSWERED YOUR QUESTION”
Disappear without communication.
“Hey, a Lead said they were assisting me but never replied.”
“I was assisting an agent and they never responded back to me.”
Overthink responses or implement verbal tone on responses.
“Read the SOP!”
“K”
“Okay, that's all you had to say” (I bet some of you said that nicely, and some rudely in your head)
Not sending a clarifying question
Agent must send a clear understanding of their question in chat.
Not using resources before requesting assistance
It is required prior to reaching out in chat to use all appropriate resources.
If further assistance is needed, you may ask in chat. However, must explain what you have looked through, so they know you need further explanation or assistance on a situation.
Resources to use but not limited to; (SOP, account notes, notations, knowledge site, account details, etc.)
Leads will assist agents with navigating resources.
“What sections of the SOP are you looking at..”
This is to assist you with advancing your performance, to ensure you know where to locate material moving forward. (This is not done to be offensive but to educate each Team Member)
Credits-MAF-Invoices-AutoPay
Credits should only be requested after the agent has reviewed if the client's account has been invoiced. Depending on the situation, the Support Lead may approve and apply the credit.
Missed Appointment Credits: should only be requested after the agent has reviewed if the clients account has been invoiced.
Early Recall/Reset Credits - Reset Fees are typically not credited, the only time a credit will be approved is if it was determined to be related to the device. Agents must review account and client log in detail to determine, before reaching out in the chat, after it has been reviewed and confirmed, agents should then reach out for assistance with the credit.
Courtesy Credits - If a client is in need of a courtesy credit and the agent wants to confirm if it will be okay to apply to the account given the situation, agents can reach out to see if possible.
After reviewing invoice, client log, paid to date, and next service date in detail if agents still have question regarding an invoice/autopay charge on a clients account, agents will reach out to the chat.
Leadership Assist
Leadership Assistant is designed to encourage and educate with calls when a client is requesting a supervisor. Please note this is not a dumping ground for calls you do not want to take.
Leads will not deny a request, they will attempt to assist you the best way possible.
Chat and Calls are monitored, each escalation is reviewed to ensure the policy is being followed.
Make sure to gain clarification on the client's needs before escalating to the chat. Detailed explanations are required. If clarification is not provided this can delay the process. Agents MUST provide all pertinent information to avoid further delay.
Leads will assist you with deescalating the call, this is the first step prior to them taking the call.
POC and MA
If a POC or Mechanic request needs to be escalated.
Client POC - Agent must review the account if a UTR ticket was created. Agents must verify the time of the scheduled appointment, drive time, and time zone to determine if the request should be escalated or not. In most cases, CSG will give them a call within a few minutes depending on their appointment time and drive time.
What to do if a client is requesting an immediate/urgent override code or it is after CSG hours?
Review SOP to determine if override code is permitted.
If trained provide POC – Proceed and provide code.
If not trained, escalate in the Leadership Assistance chat to see if someone if available to provide a code.
Mechanic Requests - Agent must review the client log notes to determine if a Mechanic Affidavit was received, If a current Mechanic Affidavit and Work Order is uploaded and notated by CSG, agent can reach out to the chat to get the request escalated.
Removals (VA, etc.)
Check Virginia (VASAP) TREDS removal order eligibility.
Any questions or inquiries regarding any removal process.
State-to-State Transfer
This chat is to be used for State-to-State Transfer requests.
Requests - Entries into this chat should include the Client ID, “From” State, “To” State, and “To” Service Center.
Client’s may NOT have a state transfer if they have an account balance. If they have an account credit, they need to be made aware the credit will not transfer.
Troubleshooting - General Questions
The chat is used to ask questions regarding troubleshooting, device related issues or any general questions that do not apply to any other chat.
Prior to an agent putting in a question in this chat, agents must ask clients probing questions to understand what issue is going on.
Review the account in detail to also get an understanding of anything going on.
Make sure to use STATE TO STATE TRANSFER template
CID:
FROM:
TO:
NEW SHOP:
ACCOUNT BALANCE: $0.00
Weekend Chat
This chat is to be utilized on the weekends for all escalations and questions.
Proper Chat Templates
MECHANIC BYPASS
CID:
REASON:
FROM FAX/EMAIL: (Only needed if the form is not yet on file and we must verify if we received it OR, if we only have one part of the forms)
POC CODE
CID:
UTR:
APPOINTMENT TIME:
DRIVE TIME:
REASON:
STATE-TO-STATE TRANSFER
CID:
FROM:
TO:
NEW SHOP:
ACCOUNT BALANCE: $0.00
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