RECONNECTION HANDLING UPDATE

All reconnection calls should be transferred to reconnection team (live agents – option 2)

Guidelines :

· Account status should be Temporary Disconnected (TD) regardless if :

-Manual:

Request should be coming from the listed CUSTOMER prior transfer

- System:

· On Pending Disconnection status .

· Reconnection Follow Up.

· Transfer the call only if account is Residential.

Handling :

· Validate if account’s status is TD or on Pending Disconnection then immediately transfer(COLD) the call to reconnection agent.

· No need to provide reminders proactively.

Tagging :

QYI – transfer to IVR

RECONNECTION

Name: 


A red asterisk (*) indicates required questions.

Employee Number*


Tower  *


Note :

· IVR Self Service Reconnection / self-service reconnection is only available from 6am-12mn. All reconnection requests from 12:01mn to 5:59am should be handled by our frontliners and needs to follow scope validation. No transfer should be made during this time.

· You can still ACCOMMODATE inquiries from the caller (REACTIVE) but tagging is still QYI.

I have read and understood the above cascade and I will be abiding by this directive moving forward.

*
Yes
No





Globe Training Team