<aside> 💡 Application Number: 888-501-3020 Application Calendly : POSIM Hardware - Schedule Link

</aside>

Purpose:

To outline the expectations and protocols for handling inbound phone lines to ensure prompt application setup

Rules of Engagement:

1. Inbound Rules:
   • Inbound Calls are structured to round robin among the team for those in an available status.
   • In the event that you are a call, the next call in que will then route to the next person in an “available” status.
2. Availability:
   • All team members must be available to answer inbound calls during business hours unless engaged in scheduled calls or managing current payment upgrade cases.
   • Ensure that status is set to receive calls and that personal status (e.g., available, busy) is correctly reflected in Ring Central
   • If you have a meeting/scheduled call, set status to unavailable 15 minutes prior to event to prevent receiving inbound calls
   • Reminder: change status to unavailable when going to lunch or meeting.

1. Answering Calls:

   • Calls will be set up to Round Robin between the team. In the event that Employee 1 does not answer the call will then route to next available.
   • Use a professional greeting: “Thank you for calling Merchant Services”.
     • Make sure to get the following information upon initial engagement.
       • Name
       • Business/location

2. Outbound Calling:

   • When placing an outbound call make sure to elect the appropriate phone number based on the call type
   • From RC app go to Phone>My Caller ID>Quilt Payments Application

   

3. Prioritization:

   • Outreach
   • Scheduled Call
   • Inbound line
   • Voicemail

4. Transferring Calls:

   • Ensure the transfer is necessary and that the recipient is available.
   • Inform the caller of the transfer and the reason for it.
   • Provide a brief summary of the caller’s issue to the recipient before transferring the call.
   • Slack/communicate account details

Voicemail Expectations

Purpose:

To ensure all voicemails are addressed promptly and efficiently.

Procedure: