Wiki source code of 23 - Call ending
Show last authors
| author | version | line-number | content |
|---|---|---|---|
| 1 | After the conversation with the LP Member is completed and its requests are processed, the CC Agent needs to end the call. | ||
| 2 | |||
| 3 | |(% style="border-color:#ffffff; width:323px" %){{lightbox image="End a call.png"/}}|(% style="border-color:#ffffff; width:1170px" %)To end the call, the CC Agent clicks on the** End a call** button in the data sheet of the Member registered in the LP. | ||
| 4 | |(% style="border-color:#ffffff; width:323px" %){{lightbox image="End a call 2.png"/}}|(% style="border-color:#ffffff; width:1170px" %)If a call to the Call Center came from a phone number not registered in the LP, the CC Agent also has the option to end the call by clicking on the appropriate button. | ||
| 5 | |(% style="border-color:#ffffff; width:323px" %){{lightbox image="Call end.png"/}}|(% style="border-color:#ffffff; width:1170px" %)((( | ||
| 6 | In the **Call end** window, the CC Agent selects one of the **reasons** from the drop-down list: | ||
| 7 | |||
| 8 | * Address, phone number of POS | ||
| 9 | * The offer has not worked (no bonus points accrued, discount has not calculated etc.) | ||
| 10 | * Vacancies | ||
| 11 | * Complaints about the product quality | ||
| 12 | * Complaints about false weight | ||
| 13 | * Complaints against the call center agent | ||
| 14 | * Complaints against POS sellers | ||
| 15 | * Complaints about the POS (dirty, prices do not match actual, wrong working time, etc.) | ||
| 16 | * Fraud (For example, gave false currency note, etc.) | ||
| 17 | * Proposal to improve the service in the POS | ||
| 18 | * Composition, product manufacture | ||
| 19 | * Cooperation | ||
| 20 | * Customer registration | ||
| 21 | * Work on the loyalty program (blocking/unblocking cards, merging accounts, sending a password, etc.) | ||
| 22 | * Call from LP participant using another number | ||
| 23 | * Consultations on Loyalty Program | ||
| 24 | * Test call | ||
| 25 | * Refusal to register | ||
| 26 | * Account balance | ||
| 27 | * Change of personal data | ||
| 28 | * Call diverting to a Partner | ||
| 29 | * Delayed appeal to a partner | ||
| 30 | * The call fell through | ||
| 31 | * Other | ||
| 32 | |||
| 33 | After selecting one of the reasons, the **Close the request** flag is automatically set or not set (the flag value can be changed manually): | ||
| 34 | |||
| 35 | * the flag is set - the request is closed after the call is completed and the CC agent clicks **Save**. | ||
| 36 | * the flag is not set - the request must be moved to one of the queues for further work with the technical support service. | ||
| 37 | |||
| 38 | (% class="box infomessage" %) | ||
| 39 | ((( | ||
| 40 | If the request is not closed at the end of the call, the CC Agent must move it to OTRS in one of the queues in accordance with the request subject for further work with it. | ||
| 41 | ))) | ||
| 42 | |||
| 43 | In the **Description **field of the Call end window, the CC Agent enters additional information about the call. | ||
| 44 | |||
| 45 | After filling in all the necessary fields in the Call end window, the CC Agent clicks **Save**. | ||
| 46 | ))) |