Subject: RE: [Training Update] - Phone Training
From: CS Training <[email-masked]>
To: Urvika Chaudhary <[email-masked]>, Kritika Mirchandani <[email-masked]>
Date: Fri, 6 Sep 2019 13:41:18 +0000

Hi all,

Just made a small phrasing update on Slide 8 - please use this PPT going forward.

Kind regards,

Jana

From: CS Training
Sent: Friday 6 September 2019 12:40
To: Urvika Chaudhary <[email-masked]>; Kritika Mirchandani <[email-masked]>
Subject: [Training Update] - Phone Training
Importance: High

Hi all,

We have made two significant changes to the call handling training as can be seen below - it is important to highlight both in new hire training as errors here will be flagged as part of QA audits.

  1.  Numerous unsuccessful outbound calls:

  *   It may occur that an outbound call is required when assisting with a customer's query and you have attempted to contact the customer after 4 attempts at different dates and times but the customer does not answer.
  *   After 4 unsuccessful outbound call attempts you are now allowed to wrap up the case, however you must send an email to the customer answering their query before wrapping up the case.

2.                   Obligatory follow up email after phone call inbound/outbound:

  *   When you have ended a phone call with a customer, you must now always send a follow up email to the customer that you were happy to help and to summarise what was discussed during that call.
  *   Please note, depending on the context of the call you must use one of the following blurbs:

  *   Satisfied customer: "After call mail to confirm conversation / 0.00 - After Call - I Was happy to help"
  *   Dissatisfied customer: "After call mail to confirm conversation After Call - Dissatisfied Customer"

Please let us know if you have any questions regarding the changes above - as these are two important updates it is essential these are understood.

Kind regards,

Jana