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.
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: Mid
- Greeting: Open the call with "You've reached Rondesse SOS, I'm here to observe the validity of this transaction?"
- 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.
How to Handle Possible Scenarios during the call:
Law Enforcement
1. Ask what the concern is about.
2. Validate the identity of the caller. Ask for badge number for example and their name/s.
3. Once concern has been documented, ask for their phone number and email. Mention that we'll have one of our lawyers reach out to them.
Crypto Call
1. Ask what the concern is about.
2. Validate the identity of the caller and annotate all pertinent information including but not limited to: Name, involved cryptocurrency, crypto wallet type, amount and figures
3. Once everything has been documented, ask for their phone number and email. Mention that we'll have one of our Business Analysts reach out to them.
IRS
1. Ask what the concern is about.
2. Note all pertinent information and document it in CRM.
3. Mention that we'll have our CPAs reach out to them.
NOTE: Remember that in every scenario, the client's safety comes first. Concierges should act as the client's representation in such conversations. Keep a level head and always maintain professionalism.
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.