Subject: Fwd: Phone coverage ground rules
From: Pritish Nandi <[email-masked]>
To: Akihiko Yamamoto <[email-masked]>, Antonio Iunco <[email-masked]>, Arjun Hurry <[email-masked]>, "GRACE ODETTE. BOUSSI" <[email-masked]>, Ismail Lsm <[email-masked]>, Jiaojia Chen <[email-masked]>, "Joaquim Alfredo Sousa. Olivera" <[email-masked]>, Marika Fujita <[email-masked]>, "Mpiana Ntambwe. Josue" <[email-masked]>, "Norbert Michael . Reisenauer" <[email-masked]>, Pradeep Verma <[email-masked]>, "Pravesh Singh" <[email-masked]>, Siddhartha Kler
Date: Fri, 4 Dec 2020 05:27:17 -0700 (MST)

FYI and A, 

Regards, 
Pritish 

From: "Heta Nyrhinen, HNYR" <[email-masked]> 
To: "Pritish Nandi" <[email-masked]> 
Cc: "Sara Aknooni, SRAK" <[email-masked]>, "saurabh" <[email-masked]>, "deeksha" <[email-masked]>, "Josephine Veena Dorairaj, JVDO" <[email-masked]> 
Sent: Friday, December 4, 2020 5:34:08 PM 
Subject: Phone coverage ground rules 

Hi Pritish, 

Here are some basic rules for the agents to follow when covering the phone lines. 

Starting the shift 

    * When the agent’s shift starts, they need to be logged on to Talkdesk. 
    * Agents will always send a greeting message in their Teams group. 

Agents’ breaks 

    * Agents should have regular times for their breaks which must be agreed in advance with their supervisor. 
    * Agents inform the team in the Teams group when they are on breaks. 
    * Each language and each line need to be covered continuously throughout the relevant opening times. 
    * If there is an unusual interruption so that an agent can’t be online, they need to contact their supervisor. 

Handling calls 

    * Agents check the callers identity. The phone number shown on the display always needs to be confirmed by the customer. 
    * Agents record customer’s contact details correctly in the ticket in accordance with the GDPR policies. 
    * It is critical to have the correct person with correct contact details in each ticket. 

Transferring calls 

    * Calls can be transferred between agents if a customer is calling about another agent’s ticket. Use the Warm transfer option to consult the agent to find out if they are able to take the call. 
    * Calls can be transferred between Enterprise and Gaming groups if a customer is calling about a product, for which the agent hasn’t received training. 
    * Calls can be transferred from L1 to L2 when an existing ticket is assigned to a L2 agent. 
    * Calls can also be transferred to external numbers (resellers, country partners, Sennheiser etc.). We can work on a list of contacts based on which queries are received the most. 

Escalations 

    * Agents are required to be familiar with the procedures how to escalate tickets to L2. If in doubt, they will contact their supervisor in a timely fashion. 

Reporting issues with the phone lines 

    * Agents report issues immediately to their supervisor (not to EPOS). How you will arrange this is APAC and US shifts needs clarification. 
    * Supervisor contacts Talkdesk admin at Livesalesman or Talkdesk (how to contact them is still to be aligned, but here is a link to their support [ https://support.talkdesk.com/hc/en-us/articles/209845023-Reaching-out-to-Support-at-Talkdesk | 
https://support.talkdesk.com/hc/en-us/articles/209845023-Reaching-out-to-Support-at-Talkdesk ] ) 
    * Supervisor informs EPOS Project Managers about the issue and keeps them updated. 

	

Best regards, 

	

Heta Nyrhinen 
Project Manager 
Global Support and Service 
+45 4470 0148 
+45 2213 1261 

	

	

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