Notes

Suggested spiel for SOAK Resolution:

“Since diagnostics and appropriate resolution over the phone have already been done, our system will be continuously working on your issue remotely offline, so instead of you staying on the line for 2 hours- we will be the one to notify you via text message instead if the issue has been resolve or not. If the issue is resolved, just reply “Y” for yes and “N” for No. Once we receive the reply, someone coming from our team will do a follow up call with you to further troubleshoot the issue. Great news is that 9/10 of this type of resolution are resolved in the given timeframe.”

For ticket created beyond or almost rest time:
- 1 to 2 hours SOAK ( 8AM-5PM)
- 4 hours SOAK (8AM-8PM Central )

“By the way or supposed Mr. Customer, we should be able to notify you within the timeframe given, what happens is, since our system is the one working on remotely accessing your issue – there actually a working window for this specific ticket only between 8AM to 5PM Central time, which actually means that if you haven’t receive any text message from us after the timeframe, please note that you can receive it first thing in the morning at 8 o’clock. Rest assured that we will definitely work on your concern and will update you as soon as possible so need for you to call us back.“

For customer inquiring/ calling back for same issue:
-Check if customer have receive the text message || Yes or No
-Check if customer replied to the text message || if yes, || have someone called them?
-check their phone number use for the text and can it receive a call.

Scenario: callback for same issue, receive a text message that “we are having trouble contacting your please call us at 1-800-934-6489”

“Upon reviewing on the account, there is still a pending ticket created related to this issue about _____. The reason behind you receiving the text message saying you need to contact us back is because phone registered was actually not with the same number you’ve given to me from earlier, so what we need to do here is update the contact number and let them know that you’ve already contacted us for the ticket to be queued back and our advance team will then do a follow up call with you after this conversation. Rest assured by then your issue will be resolved by 99%.”