The Basics
How many call back scenarios were provided in the End to End call back Process?
5 scenarios.
Which SAP queue must advisors use to log a callback?
CSC_WBCST.
How long must the phone ring during an outbound callback attempt?
At least 15 seconds.
Name one scenario where a callback can be raised via a commitment
Answer: Customer-Requested Callback.
What must advisors never do when scheduling a callback?
Promise a specific callback time.
If a customer requests a call back, what is the first step you should take?
Transfer the call to a resolution manager.
True or false : Advisors should aux if there is availability
False
How many outbound attempts must be made before marking a customer unreachable?
Up to 3 attempts, minimum 4 hours apart.
Why are commitments used instead of note pads or sticky notes?
Answer: Because storing customer information outside SAP is non-compliant and poses data security risks.
Name three required components of a callback note.
Attempt number, success/unsuccessful, time, callback reference, query summary, outcomes, date.