Overview
Call disposition is the classification of an incoming call or message to our CC Department, providing a brief summary of the interaction. Tickets are classified by utilizing TAGs, and agents leave notes as they manage tickets through the resolution process.
This will help us:
- Quickly find and review ticket history
- Query specific words and tags for more accurate reporting
- Help colleagues understand previous actions and next steps that need to be taken when following up with a customer.
Guidelines
- All tickets must be classified with a corresponding TAG based on the reason for the call or message.
- Notes must be entered, summarizing the reason for contact and resolution of the issue (document in ticket note section - bottom left) EX:
- Reason for calling
- Form IDs, Order IDs, PayPal Invoice IDs
- Pending Steps/Action
- Final Resolution
- Ticket History notes must be entered each time action is taken on a ticket or issue (document in ticket log section - main section on right). EX:
- Troubleshooting steps
- Requests (photos, copy of receipt, other details)
- Reach outs or escalations to help resolve issue (reached out to HD, escalation to Shipping for info, etc)
- Contact attempts
- When postponing, add notes on reason for postponement, any action needed
Call disposition is required in the following instances:
- Incoming call or message
- Changing the status of a ticket
- Updating information related to a ticket
- Conducting any new action related to an existing ticket
- Postponement of tickets
Process
Notes should include the following elements:
- Reason for contact
- Actions taken or pending action needed to address or resolve the issue, including any information, guidance, or recommendations provided.
- Why a ticket is being postponed and any pending information or the future action needed.
- Corresponding order numbers or submission IDs such as PO, SO, RSO, Invoices, quoted amounts, ect.
- Offered solution.