Footprints instructions for Phone Calls[5.20.06]

Created: Nov 17, 2005, 16:11
Last Modified: December 26, 2006, 22:53

FOOTPRINTS PROCEDURES

Definition of terms

Contact advisor: the advisor who picks up calls and assigns them for that day; she is also responsible for responding to all email received that day.

Key words:words that will allow us to search for tickets relating to this topic; i.e. placement advice, teaching multiple ages, product instruction, etc. [see the list of subcategory issue titles for examples]

Preliminary Instructions

  1. The contact advisor will assign tickets based on the time each advisor intends to work.
    1. If you log into FP and have no tickets assigned to you, send a quick email and/or IM to the contact advisor letting her know you checked in and had no work and when you will check back (maybe 15 or 30 minutes later).
    2. Keep doing this until either you are assigned tickets or your scheduled work time has passed.
    3. If you don’t receive a response (email or IM) from the contact advisor in 30 minutes and still have no tickets, please call or contact someone else (Rhonda, Kelly, Karla) to be sure we are aware you were planning to work at that time.
  2. Please remember to log all times as Mountain Time and put MT so we KNOW it was Mountain Time. This becomes an issue if the customer calls in again and we need to decide if the contact has actually been completed.

Picking up Tickets

  1. Log into Footprints:http://support.inquisicorp.com
  2. Be sure your home page is set to show all tickets assigned to you with a status of open, assigned, pending, SCA email pending, or attempted
    1. To Create your homepage:Click on Search
    2. For a NEW saved search
      1. Click on advanced
      2. Select your name in the ‘Assigned to’ field
      3. Select open, attempted, pending, SCA email Pending, and assigned in the status field
      4. At the bottom of the page under Perform Search, title the search ‘your name Homepage’.
      5. Click go
    3. TO EDIT an already existing saved search
      1. Click on Saved search
      2. Click on the radio button next to edit
      3. Select the correct saved search from the drop down menu
      4. Update the selections in the search to reflect the required parameters stated in 3.2 above
    4. Go to My Preferences
      1. Under the blue bar labeled Homepage List Preferences, select the search you just created or updated from the dropdown menu in Default List.
      2. You must enter your current password to make this change effective.
  3. Pertinent Information to be gleaned from the homepage:
    1. All tickets received via voice mail will say VM at the beginning of the title.
    2. All tickets that have one special time frame (i.e. special time to call OR the first attempt within the 24 hour time frame has yet to be made) will have the priority of High
    3. All tickets with more than one special time requirement (i.e. within the 24 hours AND a special time to call) will have the priority of Urgent
  4. Click on the ticket number to see the details of the ticket
    1. Copy and paste the information from the notes section into Word or Notepad. [SKIP this portion if working INSIDE Footprints]
    2. Any information in brackets [ ] will be notes from the contact advisor giving tips on how to respond to the question, etc. We will initial that information as well. i.e. [this product is not available RW]
  5. Log out

Completing Contact Attempt

  1. Attempt to Contact the customer.
  2. Be sure to verify the customer information when you are talking to the customer (i.e. spelling of first and last name and email address if provided).Quite often the voice mail we are unable to get the correct spelling of the name, which could make it difficult to locate the customer's account or we end up creating duplicate accounts because of a misspelling.
  3. Remember to identify the customer type – existing or potential.Do not use Not Sure.

UPDATING TICKET INFORMATION [Skip to #3 if working INSIDE FOOTPRINTS]

  1. Log back into Footprints.
    1. Please do this throughout the day -- don't wait until the end of the day to update your tickets.
    2. You can log in after every 2 or 3 tickets.
    3. Be sure to check in with the contact advisor when you are down to a few tickets. Be sure to tell her how much time you have left to work.
  2. Click on the pencil and paper next to the ticket number (the edit icon) to edit the ticket.
  3. To update the ticket.
    1. Click on create customer to be sure whoever created the ticket added this person to the address book. A pop-up should tell you that it has de-selected create customer because the customer is already created.
    2. If the customer has not been created inform the contact advisor so they can fix the ticket.
    3. If there is new contact information for the customer (i.e. a new email address, corrected spelling on the name), select update customer and add the new information.
    4. Update the title to reflect the topic of the call at a glance
      1. Leave VM at the beginning of the title.
      2. Use key words in either the notes or the title; you do not have to use them in both.
      3. If it is a LM no contact (i.e. we were able to leave a message but in all 3 attempts did not speak to the customer), change the title to VM LM no contact
      4. If you were able to LM with the requested information, put that in the title [i.e. VM LM customer requested item # for Rosetta Spanish 2]
      5. If it is a true no contact (i.e. we were not able to leave a message – always NA or busy or call could not go through on all 3 attempts), change the title to VM Advisor NO contact
    5. Update the priority
      1. URGENT: additional time constraints (international, 3-4 hr time span) call
      2. HIGH: New call, no attempts made yet
      3. MEDIUM: at bat (i.e. initial attempt was made on a previous day), no attempts TODAY
      4. LOW: new call, already attempted ONCE today
      5. LOWEST: at bat call for THIS day, already attempted once today; OR any call with two attempts on THIS day.
    6. Update the status
      1. If you spoke with the customer and the call is complete, change the status to Advisor Closed.
      2. If you spoke with the customer and the contact requires additional research or follow up by YOU, change the status to pending. Be sure to add notes saying what you intend to do/are doing in case someone else has to complete the ticket in your absence.
      3. If you spoke with the customer and the contact requires additional research by anyone else, leave the status open, change the priority to Urgent and reassign to Rhonda. Try to get an email address if possible so we can respond via email. Remember we have the full 24 hours to obtain the information. If Rhonda is out for the day Karla or Judy will know and will take care of any tickets that need an immediate response.
      4. If it is a VM LM no contact on the 3rd attempt, change the status to Advisor closed.
      5. If it is a VM advisor NO contact on the 3rd attempt, change the status to Advisor no contact.
      6. If you did not complete the call on attempt 1 or 2 (i.e. busy, NA, or LM) change the status to Attempted.
    7. Add the information about the call to the appropriate attempt number in the notes section. Format should be:
      1. Attempt # (1, 2, or 3 whichever is appropriate): Call Complete, Cust. Info. Verified, Time MT, Date, Your name or initials
      2. Subsequent lines: Question(s) customer has and the resolutions you offer; any follow up questions that need to be answered.
      3. Provide any information that would be helpful if the customer calls again or we need to recreate the topic of your call for some reason. Be sure to include anything that would be helpful in identifying trends.
    8. Select the customer type – potential, existing; DO NOT use Not Sure.