Document title

SOP for Callback

LOB

Trains

Current Version

1.0

Document Owner

Train Support Team

Step No.

Internal Process Steps

Agent Action

Ownership

1.0

Agent needs to callback a customer

After reviewing the customer’s query, the priority of the Train Support associate will be, to call the customer and resolve the query over the call itself.
Note: The Train support associate will add the call summary in the private notes for others reference. 

Train Support associate

If the customer is not reachable, then a communication will be sent via WhatsApp, asking the customer to provide a preferred time for contact. Along with that, an email will be sent to the customer's email id. 

Note: This email should also be added to the private notes. 

Train Support associate

1.1

Customer’s remained unreachable

If there is still no response from the customer, a callback will be made three times in three batches, following the trend of WhatsApp communication and email.

Train Support associate

The Train Support associate will attempt to contact the customer in batches of 20-minutes intervals, making a total of three calls. For example, the first call should be made within 20 minutes of the assigned time, followed by another call attempt after 20 minutes, and a final call after an additional 20 minutes.
Note: Within this time frame, whatsapp communication and email will be sent to the customer in all the 3 intervals.
The details should also be added to the private notes.

Train Support associate

If the customer still remains unreachable, an email will be sent to the customer regarding ticket closure and to re-contact if the issue still persists. This email should also be added to the private notes.