Objective :- Update and Streamlining Escalation or Supervisor Callback
Problem Statement : -
Current process of Supervisor callback is dependent on Slack
No past records to inline a defined process for cases which are Escalation
Outgoing call tagging is not mandate leads to an issue of no proper documentation
Enhancement of the entire CX team-members for Escalation handling is missing
Previous Process :-
Incoming Calls/Tickets (Tickets refers to as Non-voice cases) in which customer asks for escalation or callback from Supervisor
Specialist punch in the escalation callback request on Slack channel named cx-manager_callback-and-escalation and updating manually on Daily FCR sheet with a promise of call within 24-48 hours
Team-members (mainly Specialist or Strategists) pick the case and initiate the outgoing call to the PAX or Customer. Resolves the cases basis the concern/complaint
Updated Process :- (as on February 10, 2023
Incoming Calls/Tickets (Tickets refers to as Non-voice cases) in which customer asks for escalation or callback from Supervisor
Specialist will update the Google form with necessary details and promising a callback from Supervisor within 60 minutes (Note: working hours definition should be provided to the customer as per the calling window guidelines)
Specialist will tag the ticket under “Escalation Callback” as Query Type and select the apt Type 2
Google Sheets Response will be updated post submission and Strategist will pick the case and call the customer within the promised TAT to the customer by Specialists (first contact personnel)
Attempt 1: Supervisor will connect with PAX or Customer within 60 minutes
Attempt 2: If RNR (Ringing No Response), leave a voicemail and attempt calling the customer within next 60 minutes
If again RNR, send an email to the customer seeking the suitable time for call and if available, proposing the resolution over an email
If Supervisor shift is getting over in between the attempts, (s)he will be notifying the available Lead and Reporting Manager regarding the same
The customer wants to further escalate it post Supervisor call, then Team Leads will call the customer within the next 60 minutes. In case of RNR, Send Email with all possible resolution seeking confirmation
Customer is still adamant post Team Lead call, Managers will call the customer within 30 minutes
Log the case with appropriate query type and notes (documentation) as per the scenario/query. Also, merge the ticket with the initial one
Expected Impact/Outcome :-
Escalation/Supervisor Callback process for CX department will be streamlined
Records of such cases will help in drafting training modules which will further enhance the skills of each team-members (Specialist) to handle complex issues from the initial stages
Strengthening the overall process for betterment for issues leading to escalation
Changes Executed :-
Switching to Google Forms and Sheets from Slack. To avoid double work, expectation is to open the response sheet once you are logged in your shift
Added Query Type named “Escalation Callback” in FreshDesk
Mandatory Query Type, Type 2… tagging of the outgoing call tickets too for future reference and audits by the Supervisors
Process Flow Chart :-
