Subject: FW: Heads Up! - Critical Update - Sending An Email After The Call – Inbound/Outbound
From: Brian Sexton <[email-masked]>
To: Team Lead <[email-masked]>
Cc: CS Training <[email-masked]>
Date: Fri, 6 Sep 2019 11:57:21 +0000

FYI – very important update

From: CS Training
Sent: Friday 6 September 2019 12:56
To: CSLeads <[email-masked]>; Shauna Hedderman <[email-masked]>; Richard Fu <[email-masked]>; Meghan Flanagan <[email-masked]>; Stephen Blake <[email-masked]>
Cc: Cian Madigan <[email-masked]>
Subject: Heads Up! - Critical Update - Sending An Email After The Call – Inbound/Outbound
Importance: High

Hi all,

Just to give you a heads-up – we will release COMMS shortly regarding two important changes as part of the outbound/inbound call handling:

  1.  Workflow for 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.                   Workflow for 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/or 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"
  *   New blurb - Dissatisfied customer: "After call mail to confirm conversation After Call – Dissatisfied Customer"

Let us know if there are any questions – the Wiki and New Hire Training have already been updated to match this content. COMMS will be sent in the next 15 minutes.

Kind regards,

Jana