Rondesse Call Handling and Documentation Procedures

Introduction

At Rondesse, providing exceptional customer service is at the core of our commitment. We understand the importance of addressing customer inquiries promptly and efficiently, tailoring our approach based on the nature and urgency of each interaction. This article outlines our comprehensive call handling procedures, focusing on both the Main Hotline and the SOS channels. Additionally, we detail specific documentation steps to ensure that crucial information is captured and utilized for continuous improvement.

GENERAL INQUIRIES

Main Hotline (888 5333002)

Condition: Concierges will see "Rondesse Main Number" in Ring Central before answering.

Procedure:

•  Urgency: Normal
•  Greeting: Answer the call with "Thank you for calling Rondesse, I'm (agent name), how can I help?"
•  Handling: Proceed with probing and normal call handling procedures.
•  Documentation:
  •  Lead in CRM: Add as a lead in CRM if the caller is not converted to a paid account during the call or
  •  Call Logs: Record call details in the CRM system.
  •  Lead Stage: Set the lead stage as "Hot" in CRM.
    
    
    

SOS BUTTONS

1. Paid SOS Button (888 987 7455)

Condition: Concierges will see "Rondesse PSOS" in Ring Central before answering.

Procedure:

• Urgency: Highest
• Greeting: DO NOT DELIVER an opening spiel, place yourself on MUTE - the goal is to listen in to the client and the other party's conversation so you can intervene when necessary. 
• Handling:
  1. Listen attentively to the call. Identify and intercept any potential scam or situations where the customer might be at risk.
  2. Intervene when you feel that the customer is to take an action that would be a threat to him or his data.
  3. Contact the customer after the call to discuss the details.
  4. Recommend and assist the customer to execute the necessary action/s to resolve or mitigate the issue at hand.
• Documentation:
  • Call Logs: Document call details in the CRM system.
  • Notes in CRM: Indicate the call logs in the Notes field of the corresponding Customer Account in CRM.

2. Unpaid Accounts / SOS Button on Rondesse Landing Page (888 862 1150)

Condition: Concierges will see "Rondesse USOS" in Ring Central before answering.

Procedure:

• Urgency: Urgent
• Greeting: Open the call with "You've reached Rondesse SOS, how can I help?"
• Handling: Offer the most direct and straightforward advice that doesn't require consuming internal resources. Provide the customer with immediate assistance. After advice is given, proceed with case intake and recommend a plan of action for resolution.
• Documentation:
  • Lead in CRM: Add as a lead in CRM if the caller is not converted to a paid account during the call.
  • Call Logs: Record call details in the CRM system.
  • Lead Stage: Set the lead stage as "Hot" in CRM.
  • What you can advise the customers:
    • Ask the client to disconnect from the network.
    • Change their password immediately.
    • Scan for malware using their anti-virus.
    • Notify financial institutions.
      
      
      

Conclusion

By adhering to these call handling and documentation procedures, Rondesse ensures a systematic and organized approach to customer interactions. This documentation not only captures essential information but also facilitates efficient follow-up and engagement, contributing to a seamless customer experience. The inclusion of specific examples of general advice for unpaid accounts ensures that customers receive immediate guidance for addressing security concerns.