Escalating Calls to Supervisors - Serco Business WBT PDF

When the Consumer Asks for a Supervisor ONLY transfer to a supervisor per the 1 Serco Business  Supervisor Escalation Process 1. Try to diffuse the caller using customer service skills and clarifying questions. 2. If consumer insists, warm transfer the consu...

When the Consumer Asks for a Supervisor ONLY transfer to a supervisor per the 1 Serco Business  Supervisor Escalation Process 1. Try to diffuse the caller using customer service skills and clarifying questions. 2. If consumer insists, warm transfer the consumer into the Supervisor Queue per the work instructions. 3. Select the Supervisor warm transfer option in the Returned Call Tool. 2 Serco Business  Supervisor Escalation Process (continued) 4. Provide the following information to the supervisor:  Application numbers  Consumer’s name and phone number  The information that was provided to the consumer  Information that needs to be provided to the consumer  What triggered the consumer’s request for a supervisor, if known 5. Wait for the supervisor to access the account in the RCT before clicking Conference to bring the consumer on the Serco Business 3  Supervisor Escalation Process (continued) 6. Introduce the consumer to your supervisor and thank the consumer for his or her time. 7. Complete the warm transfer in GAD. 8. Document all researched information from the task in the system’s Notes field (TIPS, EXEM, SWAT, MARCO) per wiki guidance and close the task. 9. Supervisor accesses consumer’s information in both the Returned Call Tool and system of record to complete processing the task or call. 10.Supervisor will also log the call in the three appropriate systems. Serco Business 4  Using Interpreter’s Unlimited (IU)  Use IU if the consumer’s preferred language is not English or Spanish.  Inform the consumer that you will need to do a three way call with an interpreter.  Use GAD to conference in IU with the consumer on the line.  If the product line is EXEM or if you need to transfer to a supervisor, transfer the call and inform the next person that IU is needed.  If you assist with a DMI/SVI and then transfer to EXEM, both ESWs will have to be engaged with IU. 5 Serco Business Contacting Interpreter’s Unlimited (IU) Serco CMS Eligibility Support Translation Services: 1-855-237-0223 Option 1 – Spanish Option 2 – Other language 6 Serco Business