Purpose:

To outline the expectations and protocols for handling outbound communication lines to ensure prompt hardware setup

Calendly Link: https://calendly.com/payments-hardware-setup/quilt

Procedure:

  1. Scheduling and Attending Calls:

    1. Scheduling Calls:
      • Use Calendly in all cases when scheduling a hardware setup.
      • When communicating with a customer who has not been scheduled. Schedule the call on there behalf and establish a date and time that works within the customers availability.

    b. Attending Calls:

  2. Missed Calls and Follow-up Process:

    1. Customer Misses Call:
      • if a customer does not answer the scheduled call, leave a voicemail detailing the missed call.
      • Send a follow-up email/SMS within 15 minutes of the missed call, reiterating the voicemail message and providing Calendly link for rescheduling
      • Create a follow up task to follow up with missed appointment 24 hours later.
    2. Hardware Rep Misses Call:
      • If you encounter connectivity issues or are unable to make the schedule call, inform the team to see if someone is available to make the call to complete the setup.
      • In the event that there is not anyone to make the call alert your supervisor for next steps.

  3. Documentation of Activities:

    1. Logging Interactions:
      • After each interaction with a customer (call, SMS, email), log the activity in SF within 30 minutes.
      • Include details such as date, time, type of interaction, key discussion points, and any follow-up actions required.
      • Create a task once the calendly event has been scheduled
    2. Task Acronyms:
      • C1 Hardware Setup- Communication 1
      • C2 Hardware Setup - Communication 2
      • C3 Hardware Setup - Communication 3
      • MCFU- Missed Call Follow Up
      • Hardware Setup Scheduled

    <aside> đź’ˇ Note: As you create tasks for each communication make sure to include actions and results of call. Schedule next communication touch point directly after reaching out to customer. Make sure all assigned cases have a task associated with it.

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  4. Task Creation:

    1. On the Onboarding case click “New Task” located in the top right.

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    b. Fill In subject with appropriate acronym based on current touch point. Make sure to elect a date of the interaction along with the contact of whom you are trying to get in touch with.

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    c. Upon reaching out to current task, make sure to “Edit” the task and leave notes in the “comment” section with the end result of the outreach

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    d. Complete the task and scheduled next task based on pervious outcome. Repeat steps A-D until customer has completed hardware setup

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  5. Case Overview

    1. Upon setting up hardware make sure to go review and check off that you have done the following:
      • Paired the Hardware
      • Processor Switched
      • Run Test Transaction

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    b. Once you have completed step above, you will want to go to “Details” and under the “status” section elect to “Close” the case and save.

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  6. Unreachable Cases

    1. When you run into an account that you have not been successful with getting in contact with after 30 days of communication. Move Case to “Closed” status. Closed reason should be elected as “Unresponsive”

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