All agents are expected to pick up the line when a call presents to them.
The phone system is configured to round robin through each logged in agent when a new call enters the queue. Each time a new caller contacts us, the system will present the call to the next agent for 20 seconds. If that agent does not pick up the line, the system will roll the call to the next available agent, again ringing their line for 20 seconds. If no agent is available, the system will keep the caller on "hold" until it can send the call.
It is considered Call Avoidance when an agent rolls a call. If a call presents, the expectation is the agent will respond by answering the line and helping the caller.
Should a call roll (or legitimately no agent is available), after 60 seconds, the system will prompt the caller to leave a voicemail message, which sends an email with the voicemail message attached to the ticket queue.
Voicemail messages always have the same format, indicating "V-Mail from" in the ticket subject, as well as the queue the call came in on.
The sending email comes from "no-reply@sbktelecom.com".
The voicemail recording is attached as a .wav file and can be accessed at the very bottom of the message.
Agents are expected to review the message and contact the caller back by phone call within one (1) hour. If they are unable to get a hold of the original caller, the expectation is that the callback will be documented (as an internal note on the ticket, or as a public reply if contact information has been acquired) on the ticket.
If a ticket has already been created with the caller, merge the voicemail ticket into the main one.
When calling back, any time we are prompted to leave a voice mail message, agents are expected to leave a voicemail, so there is evidence that we reached back out.
In the event that a voicemail message is empty or did not properly record, those tickets can be marked as Spam.
Agents are cautioned to avoid treating malicious, phishing, or spam messages with the same security awareness as emails received through their work addresses. These tickets should be treated as Spam and removed from the queue.
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