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 [email protected]. 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: [email protected] Sixty60 Support email address: [email protected] | |
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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