Phone Transfer Steps Flashcards
- Inform the Member
that they will be transferred to the Membership, Membership-Apparel, Order Experience, or Hardware & Software Team.
If a Member’s request requires the Billing Team,
complete the appropriate Billing handoff in the Zendesk ticket and inform the Member our Team will be in touch.
- Attempt to
warm transfer the call by clicking the two arrows on the bottom-right of the Talkdesk app, and selecting “Warm Transfer.”
Please be sure to aim to keep the transfer times to a minimum by
providing the receiving agent the ticket number and successfully transferring to avoid long hold times. Most transfers can be completed in about 15 seconds.
- Search through the ring groups and locate the desired LOB. Click
“LOB - [Designated LOB],” and select “Transfer Call” to begin the transfer process.
- If the warm transfer is not successful:
please inform the Member that an agent is not available at the moment, but they will be transferred to the appropriate queue and will be taken care of as soon as possible and provide the Member with their Zendesk ticket number for reference.
If the warm transfer is not successful, proceed to
a Cold Transfer within the desired queue.
This will direct the Member into the correct LOB’s phone queue.
With the rollout of LOBs, cold transfers will now be performed as part of our
Members First approach. Performing a cold transfer after a warm transfer’s failure will ensure each Member receives assistance as quickly and efficiently as possible by eliminating their need to call back or wait for a follow-up.
- Apply the appropriate
internal handoff macro to the Zendesk ticket, noting why the Member is contacting Support.
- Assign the Zendesk ticket as
“Open” to the new line of business.
If a Member has multiple open or pending tickets for a related issue,
agents should merge the tickets following the process outlined here. If the Member has multiple tickets that are not related, the agent should not merge tickets.
