Notifications
When the client schedules an appointment via five9 or the portal there will be three “dings” and the client’s information will pop up on five9.
Alternate number
Alt# is the Service center number (Be sure to check shop SOP for accuracy)
Primary Number
Primary # is the client's number
Dispositions
No confirmation needed
Client already assisted
Decline
Confirmed Appt
Appt Already confirmed
Shop closed
Changed appt and spoke w/ client.
Changed appt and left vm with client
Shop no answer
Did not confirm with the shop
Recycle
If you call a shop and they do not answer and require a confirmation for the appointment scheduled. recycle the call to be pushed through the queue again so at least 2 more attempts can be made. (Five9 will prompt a question: "Do you wish to dial another number? Select NO)
If a shop advises the scheduled appointment will conflict with the shop’s schedule and the client needs to be rescheduled - after ending the call with the shop RECYCLE and when prompted to dial another number, select YES to reach back out to the client.
If the client doesn’t answer leave a voice mail and also send an email or text regarding the matter.
What to consider when assisting with scheduling appointments
Pay attention to the dates of service, Lockout, and the appointment being scheduled by the client.
If the client is scheduling AFTER their lockout date, call to let them know and offer a UTR to be permitted in their ordered state.
If the client is scheduling for service too early before their service date, reschedule the appointment for reset and call the client to advise.
Clients scheduling Installation
For clients scheduling installs that have not been quoted by Sales, the appointment can be confirmed. Contact the client to advise the need to be quoted for fees and all necessary documentation that is needed for installation had been obtained. (You will have to investigate and look at the client's note as a reference.)
Notation
Notation is the same as service, but you must also add this additional information.
How did the client schedule the appointment? (portal, five9)
The location of the scheduled appointment
Name of the technician or shop employee you confirmed the appointment with.
If you had to change the appointment and if you spoke to the client or left a voicemail, email, or text.
If no confirmation is needed.
Additional SDND Tips
Installation Authorizations
If the client is scheduled for Install via Portal, pay attention to the states such VA, CA, PA for TREDS, MAU, or PennDOT authorizations. If there aren't notations, send an email over to Sales.
Client Phone numbers
Alternate or Primary number not populating in the call box. Copy numbers and switch status to "Call to Shop" or "Call to Client"
Conflicts with appointments
If there is a conflict with the appointment and the shop has an available time within 15-30 minutes of the appointment. Update the appointment and reach out to the client to advise.
EX. Client is scheduled for 9 am, the technician advises services begin at 9:30 am. You will update the client's appointment to 9:30am and reach out to the client to advise.
TCS
If there is a TCS shop and you do not have access, notate the information and disposition as "Declined".
If you have TCS access proceed to assist as normal.
Service center phone numbers
Pay attention to the shop number listed on the SOP and the ALT 3 listed on Five9- sometimes you may have to correct it.
If you have any questions, make sure to review the Same Day Next Day Module.
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