Assistance Required Cases & Redirecting Calls

The purpose of an announced connection is to keep the customer from having to repeat information already provided.

• True

• False

What are Assistance Required Cases?

• These are cases that we support for white glove and VIP clients only.

• These are cases we handle during weekends and holidays that require overtime pay.

• These are urgent cases which involve urgent shipments or packages requiring additional intervention and care.

• These are urgent cases that are specific to Alaska, Hawaii, and other US territories outside the mainland US.

What information should you share with a customer when you are connecting them to another department?

• Phone number of the new department

• Operating hours of the new department

• Location of nearest Access Point

An Announced Connection is considered a warm transfer.

• True

• False

Select the steps involved in an Announced Connection.

• Gather relevant details

• Set customer expectations

• Inform your supervisor

• Connect the call

• Relay details