POLICIES AND PROCEDURES

Policies
and
Procedures

​We have to read the T&C´s when adding new payment method, update on the account, etc.

​TERMS AND CONDITIONS

When to do an upsell of the premium service?

​PREMIUM SUBSCRIPTION

We must mention the benefits of it regardless of the case.

For example: "Let me tell you the benefits that you can have with premium, witch are: pet alert reports, pet recovery, 24/7 medical hotline and travel assistance for found pets".

If the customer does not want it, just continue with the call.

When to do an upsell of the collar tag?

​We SHOULDN´T do an upsell of the collar tag when we have a lost pet.

​We must mention the benefits of having a collar tag, enrollment, update or found calls.

For example: "If your pet gets lost, the microchip number, contact information and the name of the pet will be on the back of the collar tag". "It is our number one recovery tool".

FOR OUTBOUND CALLS

When doing an outbound call we have to say: "The call may be monitored and or recorded".


The customer needs to know this.

When to pause the recording?

​We have to pause the recording every time we ask for the CC or DC.

We should pause it in Singlecomm.

​Go to Singlecomm so every agent can see where to pause it.

WARM TRANSFER

Escalation Line

1. Let us know in the chat that you have an escalation call.

2. Provide mic number or phone number of the account.

3. Sup will tell you to transfer.

4. Place the customer on hold while you transfer and talk with the supervisor about the situation.

5. When she/he tells you, you can unhold the customer and connect them with the supervisor.

WARM TRANSFER

Escalation Line