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Agents need to answer every question that is stated by the customer. While answering, it is important to include any detail that is relevant to that specific customer or case.
Bad ex:
C: Can I withdraw my deposits without betting on any games?
A: You can create a withdraw request, our finance team will be checking it, as a usual procedure and will let you know if there’s anything wrong
Good Ex:
C: Can I withdraw my deposits without betting on any games?
A: According to our T&C you have to bet at least half of your total deposits, before withdrawing. Also note that, if you bet on sportsbook, your minimum odds for a coupon should be at least 1,5 in order to complete this requirement.
When there is conflicting information on different resources, agents can follow this order to confirm which one is true.
In order or correctness; (First one being the absolut correct information)
1 - Shortcuts/macros
2 - Slack announcements on general CS channels.
3 - Brand website
4 - Knowledge capture (Zendesk guide)
5 - Training platform (Wiki platform)
https://wiki.cxfort.com/link/415#bkmrk-if-an-agent-asks-an-
If an agent asks an issue on the floor channel and gets a response that is wrong, outdated or irrelevant. Scoring will not be affected by it. Since the shift leaders are also responsible for tickets to be managed, in orderly fashion, that misinformation needs to be addressed.
If an agent gives out wrong information by mistake, and then realises while the conversation still continues, then they need to address it in the conversation. If there’s no message, which states a message is wrong, that will be considered as wrong information.
When evaluating tickets that are related to technical issues, announcements on the CS slack channels will be considered as correct information. That includes both the beginning and the end of the issue. Timeframes will be compared to the time the conversation happened.
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