Dropped Call

Authored by: Support.com Tech Pro Team

1. Dropped Call

Dropped Call Handling

1. Attempt to reestablish contact with the guest.

2. 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.

3. 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

4. Disposition

Disposition the Session

1. Click "Session Info" at the top of the session window and update all of the applicable fields to the best of your ability.

2. Click Done in the left pane

3. Click Close at the top of this session window.

A. Resolved: All calls where a service or path to a resolution was provided.

B. Not Resolved: Dropped calls / Ghost Calls / Guest needs to call back