Subject: Phone coverage ground rules
From: "Heta Nyrhinen (HNYR)" <[email-masked]>
To: Pritish Nandi <[email-masked]>
Cc: "Sara Aknooni (SRAK)" <[email-masked]>, Saurabh Dadu <[email-masked]>, deeksha <[email-masked]>, "Josephine Veena Dorairaj (JVDO)" <[email-masked]>
Date: Fri, 4 Dec 2020 12:04:08 +0000

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 )
  *   Supervisor informs EPOS Project Managers about the issue and keeps them updated.

Absences

  *   As per usual procedure, supervisor contacts EPOS Project Managers about any unscheduled absences immediately.

Please make written call handling procedures for the team on which all new agents should be trained. Thank you for your co-operation!

Best regards,

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

Sennheiser Communications A/S * Industriparken 27 * DK-2750 Ballerup * Denmark

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