Versions Compared

Version Old Version 78 New Version 79
Changes made by

Rafael Gonzalez

Rafael Gonzalez

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

Background: Occasionally, an irate customer may request to speak with leadership or require special handling for their complaint or concern. This SOP outlines the procedures for these situations to ensure effective and professional management.

...

  • Protocol Adherence: Follow the specific steps outlined in this SOP to ensure proper escalation and resolution. You are truly the best source to help each unique customer interaction.

Process:

...

Note

If you are a Back Office Support Agent handling an email from a customer providing supporting documentation for an escalated case (Click Here)

Info

If you are a Resolution Specialist Agent and need to access to a CXone Recording Older than 90 days for your investigation or Case, Please (Click Here)

...

Process:

Step

Event/Action

IF

Then

1

  • Is the customer upset/refusing assistance and requesting a lead or supervisor and/or does the customer’s concern qualify for additional review by a resolution specialist?

Info

Click Here to determine if it qualifies for additional review or not

Warning

We never OFFER to escalate unless they ask for a situation to be escalated.

YES:

NO:

  • Follow the appropriate SOP/Process and Stop

2

  • Is there any open case related with this complaint?

YES

If the case has been updated

  • Provide any existing updates to the customer

If the case has not been updated

  • Tag the Case Owner in the case Feed asking to please contact the customer back with new updates

  • Let the customer know that there is an open case and that the case owner will be contacting them back as soon as possible within the next 24-48 Business hours

Info

  • If Customer agrees to wait; Stop Here

  • If Customer refuses to wait (Click Here)

NO:

  • Ask the customer if they would allow us the opportunity to review the concern further and contact them with an update within 24-48 business hours

Info

How to proceed If customer agrees to wait for a Follow up:

Note

If you are a Back Office Support Agent handling an email from a customer providing supporting documentation for an escalated case (Click Here)

Step

Action

1

  • Agent must gather a detailed overview from the customer by asking the following questions

CLICK HERE TO UNDERSTAND THE DETAILED OVERVIEW

2

  • After asking the questions agent must ensure that the customer understands the need of documentation related to their complaint to assist with resolution

Info

  • You should explain to the customer that while you are happy to assist, in order to better support the issue we need to obtain documentation related to the complaint

    • This can be communicated clearly during the call to avoid confusion

  • To facilitate the request documentation; Front-Line Agent will send an Email to the customer during the call

Info

  • You may use the Quick Response named as “Requesting Supporting Documentation”

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#FFFFFF

This Email will explain the specific documentation needed and request that the customer respond with the required filed

  • Once the Email Reply is received by the customer this will go directly to our Back Office queue

Panel
panelIconIdatlassian-check_mark
panelIcon:check_mark:
bgColor#FFFFFF

Once in queue; Agent will review the Email thread to understand the context and gather the necessary information to proceed

Note

NOTE: If customer refuses to provide supportive documentation agent will still create the Case and assign to resolution lead (Go to Step 3)

  • The case should clearly note that the documentation was requested but was not provided by the customer

3

  • Then; you must Create a case in Salesforce

(How to create a case in salesforce)

Primary Reason:

  • Complaints

Case Description:

  • Include the Detailed Overview of the call/interaction.

  • Supporting Documentation from the Homeowner (If provided)

  • Include the installer/sales rep POV.

  • CXone recording or interaction ID.

  • Key Points of the interaction:

    • What type of escalated concern it is.

    • What red flags did you see when reviewing their concern?

    • What other items raised concern?

    • Does the voice in the welcome call match to your interaction with the homeowner?

    • Review the Certificate of Completion.

4

  • Create a case assignment and assign to the Resolution Team and then Stop

(How to create a Case Assignment)

  • Advice the customer : “We take your concerns seriously and we will be investigating your concerns. We also highly recommend you calling your installer and notifying them of your concerns. As we are partnered with your installer, but they do not work for Everbright.”

If requested by the customer: Provide the Installer’s Information

Panel
panelIconIdatlassian-warning
panelIcon:warning:
bgColor#FFEBE6

NOTE: If a Case Assignment to a Resolution Specialist is rejected or returned, the case owner should close the case, making sure to also change the Closed Reason to "Case Voided" before clicking "Save”

image-20250106-141331.png

...

How to proceed if customer refuses to wait for a Follow-Up:

Action

IF

Then

  • Attempt to connect the customer with a Resolution Lead

Tip

Check if they are available under the transfer skill

Available:

Agent will Warm Transfer to the “Resolution Lead” Skill and wait for 30 seconds to respond.

Info

Explain to the customer that you will transfer the call and if in case no one is available they will be prompted to leave a voicemail

If they do NOT Answer:

  • Complete the transfer

  • Stop Here

If they Answer:

  • Provide all the details related with your interaction and once the Resolution Lead Agent is ready; complete the transfer

  • Stop Here

Unavailable:

Info

Explain to the customer that you will transfer the call and if in case no one is available they will be prompted to leave a voicemail

  • Complete the transfer

  • Stop Here

...

Back Office Support Procedure:

image-20240917-201215.pngImage Removed

Complete the following information accordingly:

  • Subject: Document Review

  • Assign to: Add the agent that owns the case

  • Name: The Customer’s Name

  • Relates To: The Case

image-20240917-201744.pngImage Removed

Step

Action

1

If you are a back office support agent receiving an Email coming from a customer providing Supporting Documentation related with an existing case

  • Locate the Related Case in Sales Force

  • Upload the corresponding documentation into the case

  • Add a comment stating that supporting documentation has been attached

image-20240917-200742.pngImage Removed

2

  • Once the Documentation has been uploaded; click on “Log a Task”

3

4

  • Once Completed; click on “Save”

image-20240917-202220.pngImage Removed

  • Check the Email Thread since there should be a previous email from the Agent who requested the supporting documentation to the Homeowner.

image-20240917-200742.pngImage Added

2

  • Then; based on the Email Handling Process:

    • Since this was previously handled by another agent:

      • Go to the “Directory” Tab in DFO and search for the required agent

  • IF the system shows the Original Agent as Available (🟢) or Busy (🟡):

    • Transfer the Email to the Original Agent

  • IF the system shows the Original Agent as Unavailable (🔴) or Logged Out (🔘):

    • Handle the Email yourself by going to the following Step (Click Here)

...

FOR RESOLUTION SPECIALISTS ONLY:

If a Resolution Agent is working on a Special Case or Escalation where an interaction recording older than 90 days is required (For Example: For compliance purposes), Follow these steps:

Step

Action

1

  • Access the following Link:

(Click Here)

2

  • Complete the following information:

    • Raise this request on behalf of:

      • Keep your name (This will be automatically populated)

    • Share with:

      • Leave it as “None”

    • Title:

      • Requesting Access to recordings older than 90 days

    • Description:

      • Provide a detailed explanation of the issue

    • Priority:

      • Select the appropriate category based on the urgency of the request

    • Issue Type:

      • Select Task

    • Product:

      • Select “Agent Issue”

image-20250203-215740.pngImage Added

NOTE: Once the ticket is submitted, it may take 24 to 48 hours to receive a response from NICE