LL - TSM - Call next Process

There are a few reasons we need to call someone:

• When they've left us a voicemail 
• When they super need login/access help and haven't logged in since our first offer of assistance with a new simplified password
• When they haven't responded to our exchange offer or 1st exchange offer follow up.

When they answer: 

identify yourself, where you are calling from, and the reason for your call. ask them if it is a good time to talk. 

• you should inform them that the call may be recorded for quality or training purposes -- if that is ok? If they say yes - move on. If they oppose, then you would suggest we handle their resolution by email because you are unable to turn recording off. 
• if it is - Move to resolve their request..
• If it is not - set a time to call back or suggest you send a resolution by email. 

What we say largely depends on why we've called them and if they actually answer:

If it was a voicemail, you're calling them back to let them know how you took care of the request or to offer assistance with that request

When they need login or access help and haven't made any progress, you're calling to offer additional assistance. 

• If you do not know how to walk someone through the login process, please get with your Customer Happiness Expert or Team Lead

When they haven't responded to our exchange offers, you are calling to offer assistance with choosing a new program to go through in lieu of a refund

What if they don't answer? 

Then you leave them a voicemail about why you are calling. See VM examples linked below. 

What happens after you make that call?

If it had the call next tag, remove it and add the final tag

Send them an email follow-up. Which one depends on why you were calling. 

• If it was login/access help, use one of these SR's:
  • Programs - Academy - No Login Checks 2a - Outbound (Spoke) - You talked to them, and they said they aren't ready to login yet. Make sure they do not have an active sub when closing. 
  • Programs - Academy - No Login Checks 2b - Outbound (No VM) - You called them about not logging in yet, but you didn't reach them and you were not able to leave them a message. Leave pending for 1 last follow up.
  • Programs - Academy - No Login Checks 2c - Outbound (Yes VM) - You called them about not logging in yet, and you left them a voicemail. Leave pending for 1 last follow up.
• If it was an exchange offer:
  • Refund Request - Final Follow Up
• If it was anything else like a VM request you can easily take care of such as a sub cancel, last sub billing refund, send the standard SR's that apply, but also start your email with saying that you are sorry that your call back to them came at an inconvenient time to speak. 

What happens if you call someone and they hang up on you? 

Send them a follow-up email to apologize for the technical issues you experienced on the phone with them today. 

If they were needing login help, use Programs - Academy - No Login Checks 3a - Final (No Login) and close the ticket.

If they were requesting a refund, do the refund and close the ticket.