PURPOSE:
Educate agent to screen phone calls that are received for Forma Call Center
SERVICE LEVEL AGREEMENT
- Phone Call information should be escalated as soon as the caller information has been taken down.
DISTRIBUTION:
- Call Care
As part of the Forma's Call Center Team, you are responsible for screening calls within Forma's organization, phone etiquette is essential.
Not only is your goal to save time for those you're representing, but also to simultaneously provide superior service as a representative for Forma.
Be firm yet empathetic when you're screening phone calls and reassure the caller that the message will be delivered.
When a caller asks to speak to a party, ask for the purpose of the call right away. When you find out what the call is regarding, it creates an opportunity to determine who would best serve the caller.
If a caller does not say what the call is about or does not want to give you his or her name, advise the person requested is unavailable, and the request needs to be in writing. If a caller does not give you his or her name, explain politely that you are not permitted to pass along the message without the information requested.
You may be screening a call for any of the following types of inquiries:
- Simon/ Cliff
- Operations Team inquiries
- Accounts Payable/Open Invoices
- IT Related Calls
- Transportation-Related Calls
- UPS Calling regarding PR Missing package information
- Sales or Marketing Calls
- Morphe HR Phone Calls
To screen these types of calls, please use the following steps:
- Advise the caller they’ve contacted the Customer Service line but you’re happy to pass along a message.
- Ask the caller what the call is regarding and if they were expecting their call.
- Request the name, phone number, company, if applicable and the message they wish to pass along.
- Create a ticket using Freshdesk and include the requested information.
- Escalate the ticket.