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Reso: Incorrect enquiry type and Sub type. Should be
Intro: Agent seems not ready for interaction and failed to deliver her opening spiel on time.
Notes: Agent should have documented all the details of what was advised and transpired on the call.
- Introduction: The agent failed to deliver her opening spiel.
- Dead air was observed when the agent checked to retrieve the tracking @10:46 - 11:05. The agent should avoid long pauses to prevent dead air.
- Agent failed to route the enquiry to the correct queue. Should be Global VIC/TAS since the parcel is with Global Consignment.
- Agent failed to route the activity to the correct queue. Should be routed to ROWVILLE depot, not Dandenong Depot.
- Agent is interrupting the customer. Should observe proper turn-taking and should also maintain pleasant and accommodating tone throughout the call.
- Lack of empathy statement. The agent should have empathized with the customer, especially when the customer expressed her frustrations on the delivery.
- Incorrect enquiry subtype. Should be Locate Freight: Late Delivery. The agent needs to confirm first with the depot the reason why the parcel was not delivered instead of raising a redelivery request. During the call, the last scan shows that the parcel is still scanned as Vehicle Loaded 2/3/2022.
- Agent should advise the customer and set proper expectations since the request for redelivery on that day is not guaranteed. The agent should have advised that we will confirm first the status of the parcel and will inform the customer as to when it will be delivered within 24 hrs or as soon as we received an update from the depot.
- It could have been better if the agent placed the call on hold while processing the enquiry or checking the details to minimize the dead air.
- We recommend for the agent to capture the necessary information while checking the delivery to ensure that it will be retained accordingly, This is also to remind the agent that they need to create the enquiry and enter all relevant information
- Agent should not ask for the preferred method of contact since the customer already provided a mobile number. It should be default to SMS.
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