Call Start Outbound

Authored by: Support.com Tech Pro Team

1. Preparation

Review the guest and contact information for this call in the Target Callback Queue. You should have the link to the specific entry in your email, if not please find it by going to the Target Callback Queue page and searching for the entry on the "All My Pending Items" tab.

Don't forget to mark steps complete as you go through GPs.

2. Greeting

Greeting: Hi this is <your name> from Target Tech, is Mr/Mrs <guest last name> there?

Wait for the guest to great you or for the phone to be passed to them, then proceed with regreating if applicable, then informing them that you are calling them as requested to assist them with setting up their new device.

Important Note: Immediately after the greeting, be sure to inform the guest that this call will be recorded for quality assurance. If the person who answers the phone, passes the phone to another person in the house, they must be informed as well.

If there is no answer.

 Outbound - No Answer Guided Path

If someone else answers the phone and the guest is not home or available to talk.

 Outbound - Guest Not Home Guided Path

If the guest answers the phone or is home but is not able to work with us right now.

 Outbound - Guest Can't Work With Us Now Guided Path

If the guest indicates that their issue was already resolved, continue to the Issue Already Resolved Guided Path here:

 Issue Already Resolved Guided Path

If the call drops before you get a chance to get started, continue to the Dropped Call Guided Path here:

 Dropped Call Guided Path

Don't forget to mark steps complete as you go through GPs.

3. Acknowledge & Own

Acknowledge & Own: Provide a statement that shows that you can relate to why the guest would like support and assure them that you are here to help.

Don't forget to mark steps complete as you go through GPs.

4. Ensure Understanding

Ensure Understanding: Paraphrase the request back to the guest to ensure understanding.

Example: Ok Mr. Smith just so I am 100% sure we're on the same page, you would like assistance with setting up your new Google Home today?

Don't forget to mark steps complete as you go through GPs.

5. Collect Guest Info

Collect Guest Info

1. Click "Customer: []" at the top of this session window

2. Enter the guest's Email, Name and call back number into the Edit Customer form.

3. Click Save

Don't forget to mark steps complete as you go through GPs.

6. Collect Relevant Data

Collect the relevant data: Take note of the specific brand name and model number of the device the guest needs assistance with and of course the nature of the call in issue. We will need this specific info for our next steps.

1. Click "Session Info" at the top of this session window
2. Fill out the following fields:
   
3. Call Reason
4. Promo code (if any)
5. Purchase Source
6. When was the product purchased
7. Receipt Number
8. How did the Guest hear about us
9. Model
10. Click Save

Pro tip: You can take notes directly in the Support.com Cloud by clicking on the Notes icon at the top of this session window and you can read your notes at any time by clicking the Activity icon.

Don't forget to mark steps complete as you go through GPs.

7. Select your GP

Now let's get started!

1. Mark the Call Start Guided Path complete by clicking Done.

2. Click the Start a New Activity icon at the top of this session window

3. Drill down through the Categories in the left pane to select the appropriate Guided Path in the right pane and click Start Path