Customer/Service Professional Callback Option-Fonolo

Customers and Service Professionals will be offered the callback option via the IVR when there are no associates available to assist. The Customer or Service Professional can choose the callback option rather than wait on hold. The system holds their place in line and automatically dials them via the provided callback number once it's their turn. The call is then routed to an associate so that the 2 parties can connect. 

Suggested Preparation

When logging into Avaya each day, make sure to open the Dial Pad. This will ensure we are ready to press 1 when we hear the automated whisper message.

Process

1. When you receive the opportunity to call back a customer, you will receive an automated whisper message indicating there is a caller ready to be contacted. The message will be:
   "Hello, there is a client on the line for you, press 1 to be connected now."
   
2. When you hear this message, press 1 to accept the callback.
   
   

   You must press 1 by the third time you hear the automated whisper message.
   You will then be notified that the callback is about to be placed:
   "We are calling the client now."
3. The system automatically calls the customer back at the requested phone number and attempts to connect the call.
   
1. If the callback reaches the customer's voicemail, press 9 to reschedule the call.
   
2. If the callback cannot be completed (for example the customer's phone number is invalid or out of service) hang up to disconnect the call.
   
3. Select the proper categories in the call log. (CS-General Inquiry: Ring No Answer)
   

Script

Script
Sears Callback	“Hello <Customer Name>, this is <Agent Name> calling you back from you Sears Home Warranty Support Center. Please be advised this call IS recorded, and MAY be monitored to improve quality. How may I assist you today?”
Non-Sears Callback	“Hello <Customer Name>, this is <Agent Name> calling you back from you Home Warranty Customer Service Department. Please be advised this call IS recorded, and MAY be monitored to improve quality. How may I assist you today?”
Enrollment	“Hello <Customer Name>, this is <Agent Name> calling you back from you Cinch Home Warranty services. Please be advised this call IS recorded, and MAY be monitored to improve quality. How may I assist you today?”
Authorizations	“Hello <SP Name>, this is <Agent Name> calling you back from Authorizations at Cinch Home Warranty services. Please be advised this call IS recorded, and MAY be monitored to improve quality. How may I assist you today?”

• Related Articles

• Call Transfer Procedures

  There are 2 different ways to transfer a call, Warm Transfer and Cold Transfer: Warm Transfer: Agent stays on the line during the transfer in order to introduce the customer to the agent receiving the call and advise the agent of the situation. Cold ...

• Handling Customer Abuse and Profanity

  When a customer is using profanity, you must remember they are reacting to the situation that they are dealing with, it is not a personal attack on you. As professionals, we are responsible to make an attempt to resolve the issue but do not expect or ...

• Customer Damage Claims

  During the course of the warranty service request process, customers may report damage they believe was caused by the Service Professional during a service event. Below is the procedure for handling these situations. Process When a customer reports ...

• Area Manager Escalation Process

  Agents will be required to follow department-specific guidelines when escalating a Service Professionals workmanship, conduct, or other service missed commitments to the Area Manager. Area Manager Escalation Process by Department Customer Service ...

• Cinch Tyndale - Quarterly Reimbursement Benefit

  Customers residing in Tennessee who enroll through our client Tyndale will have a Cinch Complete Home P3 warranty and receive a Quarterly Reimbursement Benefit for purchases made at Germantown Hardware in the amount of $25. Customers enroll in the ...