...
Step | Action | |||||
1 | Sign into MAX and set your status to available.
| |||||
2 | Click accept to answer the call.
| |||||
3 |
...
Collecting the Customer’s Information for the Customer Card
| Info |
|---|
The customer card should always reflect the person on the phone. If an installer is calling about one of their customers, the customer card should contain the installer’s contact information. |
Step | Action | ||||||
1 | Click on the panel to bring up the customer card.
| ||||||
2 | If: | Then: | |||||
The customer card is empty or is incomplete. | Gather the customer information and populate it in the customer card.
Proceed to step 3 | ||||||
If the customer card populates and is complete
| Proceed to step 3 | ||||||
3 | |||||||
...
Step | Action | |||||
1 | Once complete, the system will prompt the agent to enter a disposition. Do not disposition the call at this point, click anywhere outside of the disposition box to close it:
| |||||
2 | Complete any remaining updates to the customer card
| |||||
3 | Click on the feedback survey tab and enter the customer’s email address
| |||||
4 | Disposition the call
Enter Disposition Notes
Click Save & Close. |
...
Entering Disposition Notes after the Interaction is Closed
If an agent needs Agents have the ability to go back and modify or enter case notes pertaining to a case after the interaction is closed , they can search if needed.
Step | Action |
1 | Search for the customer manually within the MAX console by typing the customer’s name into the search bar |
...
.
| ||||||
2 | Click on the Id of the case that needs to be updated.
|
...
Click on the Id of the case that needs to be updated:
| |
3 | Enter notes into the Notes section and click Save |
...
.
| |||||
4 | Once complete, the agent will remove the case from their inbox |
...
.
|
