Priority Of Contacts

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All of the following procedures are tentative and subject to change as volume changes or communication channel (i.e. chat, call, vm) changes

Working Order for Contacts

• The Footprints queue. We will work tickets in priority order, but based on date. Emails arrive all weekend long, but phone calls are loaded on Monday – so the date shown on them will say Monday. Also remember that emails can be answered at any hour, though phone calls do have to be returned when people are awake. That said, on Monday we did work emails received on Friday night, Saturday, and Sunday before phone calls loaded on Monday ---- and with just a very few hours more than what was on our schedule we are easily within our 24 hour time frame on both calls and emails by noon on Tuesday. So, we will continue what was begun yesterday and work tickets in priority order, but based on date – even on Monday. We will be watching the queue to ensure this system is working, but for now it seems to be great!
• Immediate assistance, 8:30 to 4:30 MT: Live Chat (updated 4.20.2010)
• Schedule a call from an advisor, 9:30 to 4:30 MT: Live Call
  • Can schedule a call for every 15 minutes from 9:30 to 4:00 MT up to 7 days later
  • The MOST they would HAVE to wait would be 15 min.
  • If they want to schedule a call at noon and it is 11:55 they will wait only 5 min, but if it is 12:01, they’ll have to wait until 12:15 for the next scheduled time.
  • This will encourage use of Live Chat for immediate help, which is a better use of our resources since we can cover multiple chats at one time
  • Though calls can be scheduled only between 9:30 and 4:00 pm, customers can access the system 24 hours a day to request a time
  • Currently the system will allow up to 10 calls to be scheduled per hour, then that time frame will no longer be available (this can be revised as needed)
  • Customers will see the times available in THEIR time zone (based on the ISP info captured by the system)
  • Calls will ring in Live Person for 60 seconds, then retry every 2 minutes for a total of 5 attempts - this gives the advisor team 13 minutes to 'take' the call (1 minute ring, 2 minute wait, repeat 5 times); it gives you time between retries to ask for help in covering volume in Live Person (this can be revised as needed)
  • If we do not 'take' a call and it is canceled, the system will send an email to Footprints
  • Remember the phone does not ring in the customer's home until an advisor has 'taken' the call - Do NOT panic, let it ring! You have time to:
    • finish your chat
    • transfer your chat
    • ask for help covering the call
  • If a customer schedules a call during a time when no advisor is available in the phone queue:
    • the call will not ring in Live Person until someone is available;
    • the system will 'hold' a call up to 60 minutes before canceling the call while it waits on an advisor to become available
    • this means we MUST have Live Call ON if at all possible
  • You will be able to see all scheduled calls in the Live Person queue
    • Under State is will say 'scheduled'
    • if you click on that line, then look on the info tab (left side, mid screen) you will see the time for which the call is scheduled
    • You may need to click on the Phone button (right side, mid screen) before you will be able to see the info tab
    • You can plan accordingly (i.e. ask for coverage in live chat so you can take the scheduled call)
• Get a call tomorrow: Voice Mail message
  • Calls received after 12:30 MT typically returned the following business day
  • We can still make voice mail messages urgent in Footprints if the situation warrants it
• Email
  • Check this shopping cart - Med Hi - to be completed prior to at bat phone calls
  • Regular email answered within one business day

Who Will Cover Live Person, Phones, Footprints

• Currently the CA is covering all Live Person contacts
• If/when voice mail volume drops as customers switch more to the use of Live Chat and Live Call, the 'phone' person may move to Live Person to cover Live Call
• Rhonda and Judy are available to assist in Live Person as needed
• Goal is to answer all chats in under 60 seconds - under 30 is better
• Goal is to answer all scheduled calls within the 10 minute time frame, 5 retries

Advertising Advisor Help

• Contact us page - will be reorganized to list all options for advisors in a more intuitive way
• Voice Mail - will encourage use of Live Chat and Live Call over voice mail

Live Person Tips

• While it is possible to use a regular headset connected to a standard sound card, LivePerson recommends that you use a USB headset. A USB headset includes an integrated sound card, provides improved sound quality and enables you to use the sound card for other uses, such as ringing notifications
• If the customer is hearing feedback, you should adjust the microphone volume on the left side of the Live Person screen