WAYS OF WORKING: TRANSFERRING OF QUERIES | ||||
Channel | Source of query | Tool Used | Query Types | Action by Agent |
Social Media From Shoprite & Checkers Xtra Savings, Care Line & Sixty60 to Money Market Account | Social Media | Conversocial | All Money Market Account queries received in the following queues: Customer Careline XtraSavings Sixty60 | The agent must re-assign the query to the Money Market Account queue. |
Social Media From Money Market Account to Shoprite & Checkers Xtra Savings, Care Line & Sixty60 | Social Media | Conversocial | All queries in Money Market Account queue relating to: 'Customer Care' 'XtraSavings' 'Sixty60' or any other in store related queries | The Money Market Agent can re-assign the query to the relevant queue: XtraSavings Sixty60 Shoprite Engagement (Socail Media) Team GC Engagement Team (Customer Careline) - RSA GC Engagement Team - Non RSA The Money Market Agent can also re-assign the query to an individual that has an account on Conversocial |
Webform From Customer Careline, Xtra Savings & Sixty60 to Money Market Account | Webform | Mobile App | Money Market Account query received in the following webforms: 'Customer Careline' 'XtraSavings' | The Customer Careline Agent must forward the email generated by the webform, detailing the details which the customer completed on the webform, to the Money Market Account Support Team at help@moneymarketaccount.co.za. The Money Market Account Support Team will then create a ticket on their system (Freshdesk). |
Webform From Money Market Account to Customer Careline, Xtra Savings & Sixty60 | Webform | Queries for the following support services received in the Money Market Account mailbox: 'Customer Careline' XtraSavings' 'Sixty60' | The Money Market Account Agent will provide the customer with the correct contact details and also re-direct the email to the relevant support team. For Checkers and Shoprite Customer Careline, the following webforms must be completed: Checkers Customer Careline: https://www.checkers.co.za/help-center/contact-us Shoprite Customer Careline email address: https://www.shoprite.co.za/customer-care.html For XtraSavings & Sixty60, the email must be forwarded to the following email addresses: XtraSavings email address: xtrasavings@checkers.co.za Sixty60 Support email address: help@sixty60.co.za | |
Voice From Careline to Money Market Account | Voice | Cisco | Customer calls Customer Careline for query relating to the Money Market Account | The Customer Careline Agent must transfer the call to the Money Market Account Support Team at 0860010709 This will be a 'cold transfer' to the Money Market Account Support Team |
Voice From Xtra Savings to Money Market Account | Voice | Genesys Purecloud | Customer calling Xtra Savings regarding any query relating to their Money Market Account | The XtraSavings Support Agent must transfer the call to the Money Market Account Support Team at 0860010709 This will be a 'cold transfer' to the Money Market Account Support Team |
Voice From Sixty60 to Money Market Account | Voice | Genesys Purecloud | Customer calling Sixty60 regarding any query relating to their Money Market Account | The Sixty60 Support Agent must transfer the call to the Money Market Account Support Team at 0860010709 This will be a 'cold transfer' to the Money Market Account Support Team |
Voice From Money Market Kiosk to Money Market Support Centre | Voice | FreshChat Widget | An in-store staff member calling the Money Market Account Support Team (Computicket) regarding a query related to the Money Market Account | The Money Market Account Agent will perform 1st Level Support. If escalation required, escalate to 2nd Level Support |
Voice From Money Market Account to Careline, Xtra Savings & Sixty60 | Voice | Odec | Customer calls the Money Market Account Support Team for a query related to: Customer Careline XtraSavings Sixty60 | The Money Market Account Agent will provide the cuustomer with the correct contact details and transfer the call to the relevant Support Centre: Shoprite & Checkers Careline:0800 01 07 09 Xtrasvings:0800 33 33 85 Sixty60: 0800 00 60 60 This willl be a 'cold transfer' to the relevant Support Team |
Hand Over Process Print
Modified on: Thu, 30 Jul, 2020 at 7:27 PM
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