Support by Telephone Call Back 

Use

As a customer, if you want to speak to an agent, you can request for a call back. For example, you can request a call back in cases where no agent is available for chat.

As an agent, you can support online customers by answering their call back requests. During a call, you can also E-mail messages to customers.

Prerequisites

·        A customer has requested for a call back from within the Web shop.

·        Agents have made themselves available.

·        Agents have the telephony feature enabled in the CRM System. For more information, see Interaction Center documentation

·        Agents have a headphone with speakers connected to their computers.

Activities

...

       1.      In the Customer section, choose the customer you want to speak with.

By default, the following information is displayed:

·         Phone number of the customer is displayed in the CallBack tab.

·         Information about the customer, you are currently calling, is displayed in the BP Information tab.

Under the BP Information section, the total number of unaccepted requests are displayed. To view and pick the requests, click Pick Request.

       2.      Click Call.

The line is connected.

       3.      Speak to the customer.

       4.      If you want to E-mail a note to the user while speaking, you can enter the note in the Notes field and click E-mail.

       5.      If you want to save the E-mail you sent to a customer, click Save.

       6.      Once you finish speaking to a customer, click Hangup.

The phone gets disconnected.

       7.      If you want to speak to a different customer, repeat steps 1 to 6.

       8.      Once you complete speaking with all the customers, click Exit.

A message appears asking you about the status of the interaction with the customer, and the communication is saved.

       9.      If you want to save and annotate the communication, enter your notes in the Comments field and click Save.