Document Information
Document title | Supervisor Callback |
LOB | Trains |
Current Version | 2.0 |
Document Owner | Train Support Team |
Purpose:
Define the Standard Operating Procedure to handle and manage the process of supervisor’s call back.
Introduction:
During the conversation there might come a scenario where the customer ask for a callback from L1 advisor. The SOP aims to provide relevant solutions/service procedures for executives to follow to ensure optimum service quality.
Tools:
Oneview view Dashboard
Points to remember:
The supervisor will not transfer the call to his/her junior or a colleague for a manager’s call.
It is mandatory for all supervisors and managers to update the notes on both Oneview and Freshdesk from their IDs only.
The supervisor shall own the case until it gets resolved. The supervisor will ensure proper case handling and end to end closure of the case for the customer.
Supervisor/Manager Callback :
Step No. | Internal Process Steps | Agent Action | Ownership |
1.0 | Customer contacted L1 associate and he/she asks to transfer the call to the supervisor. | Customer | |
The associate will try to convince the customer once. If the customer still asks for a supervisor call back, the associate will check for the available supervisor and he/she will transfer the call to the supervisor. | Associate | ||
1.1 | If no supervisor is available for call conferencing/transfer. | The associate will inform the customer that the available supervisor is busy on another call, so he/she is arranging a call back for him/her.
The associate will share the TAT of 1 hr for a call back. Note: The agent will apply the “Callback Required” tag on Freshdesk and he/she will select the group as “Supervisors - RM”. | Associate |
Then, the supervisor will pick the case from the Supervisor train support queue whichever applicable, within the TAT and call the customer. Then, mark the call back tag as Done from the FD ticket. | Supervisor | ||
1.2 | In case the customer asks for a Manager Call. | Customer | |
The supervisor will check for the available manager and he/she will transfer the call to him/her. | Supervisor | ||
1.3 | If no manager is available. | The supervisor will inform the customer that he is arranging a call back for him/her from his senior. The supervisor will keep the "callback required" tag intact on the ticket and it is the duty of the manager to remove the tag once the callback is done. TAT: 1 hour | Supervisor |
The manager will pick the case within the shared TAT and he/she will connect with the customer. Note : The tag only has to be removed once the callback is successfully completed and the customer has been catered to. In case this has not happened the tag should not be removed and the team needs to proactively check and close cases with the callback tag. | Manager |
- This SOP needs to be followed by all the Supervisors/Managers who looks at the callback queue for the customers and add the call summary in the private notes for others reference.