https://docs.google.com/document/d/1CCUehwVPBUeba-cAs0slWen5Zu5N8f9hg2i6oc7vuK4/edit


  

Process for Call-Back 



1.1 Purpose

 

Whenever a customer contacts for asking for a CALL ME BACK request, we have to ensure a call back is done to the customer.


Document title

Callback Process

Current Version

1.1

Status

Live

Document Owner

Process Excellence Team

Approved by

 Chethan Kumar





 Responsibility:

 

When a customer asks for a call back on any of the customer support channels- Email, Phone, Chat, or Social Media, we need to arrange a callback within 24 hours with an update on the customer issue.


The call back will be arranged from the Supervisor or Floor support end where they need to call up the customer within 24 hours.

 

Escalation


Email/Inbound


Tagging: Tagging will remain the same as the customer issue, however, a private note needs to be added about the call-back arrangement.

The agent needs to capture the customer's phone number in case of Email for a callback request.



Chats Tagging


Tagging: Tagging will remain the same as the customer issue, however, a private note needs to be added about the call-back arrangement and create the ticket to FD with appropriate tagging.


The agent needs to Inform the Supervisor/Floor support for the call-back request.

The agent needs to capture the customer's Phone number if not shared by the customer for a callback



Agent actions:


The process applies to the L1 team, Chat, Email team, and Social Media.

L2 team will Callback immediately themselves as of date until further notice.


  1. Agents need to acknowledge any callback request from customers reaching us from any of the channels.
  2. If the customer is asking for a senior call back on an Inbound call, the agent will try to resolve the issue on call as much as possible with the update on the issue post which only we will accept for call-back requests.
  3. If the customer is adamant about a callback, the agent will capture the customer's number and customer issue and arrange for a callback.
  4. Chats agent will acknowledge the call-back request and create a ticket for call callback and inform the Support staff.


  • After the Call back is done by the Supervisor/TL/Floor Support.

  • The person conducting a Call back to the customer to ensure he updates the customer with the latest update and resolution.
  • The same will be emailed to the customer after the call/Chat.
  • The Supervisor to ensure that the call-back is done within promised time.
  • If there is follow up required, this should be done and close loop with the customer.