System Down OE Call Flow

Customer Places Manual Order

“Thank you for calling Collections Etc. This is (name). How can I help you today?”

“I will be happy to take your order, our systems are being upgraded and I will be unable to provide item availability or an order total” 

“Would you like to continue?”

“May I have your customer number please?”

CUSTOMER AGREES

“May I have your email address so we can send you an order confirmation and shipping updates?”

CaPTURE CUSTOMER EMAIL ADDRESS

Collect Credit Card Information

CAPTURE SECURITY CODE

PROCEED TO ORDER SUMMARY

Use shipping chart to give estimated delivery date

“You will receive your order confirmation via email once the system  is back online.”

PROCEED TO CLOSE

“Thank you for calling Collections Etc. My name is (name).  Have a nice day.”

END

Customer DOES NOT PLAE MANUAL ORDER

“Thank you for calling Collections Etc. This is (name). How can I help you today?”

“I will be happy to take your order, our systems are being upgraded and I will be unable to provide item availability or an order total” 

“Would you like to continue?”

“May I have your customer number please?”

 

Customer DISAGREES

“I’m sorry for the inconvenience; we expect to have access to our system on DATE.  You are welcome to place your order online as well.”

PROCEED TO CLOSE

“Thank you for calling Collections Etc. My name is (name).  Have a nice day.”

END

ORDER STATUS INQUIRY AND CUSTOMER DOES PROCEED

“Thank you for calling Collections Etc. This is (name). How can I help you today?”

“Due to a system upgrade, I will be unable to access your records, but I will happy to enter a ticket for you so we can service your request.” 

“Would you like to continue?”

CUSTOMER DISAGREES

“Unfortunately I cannot access that information currently.  Please call back on or after DATE, so we can help you further.”

PROCEED TO CLOSE

“Thank you for calling Collections Etc. My name is (name).  Have a nice day.”

END

COLLECTIONSETC.COM CONTACT FORM

“Thank you for calling Collections Etc. This is (name). How can I help you today?”

“Due to a system upgrade, I will be unable to access your records, but I will happy to enter a ticket for you so we can service your request.” 

“Would you like to continue?”

 

CUSTOMER AGREES

Access Email Contact Form select the most appropriate case option –  Do NOT use Other  or Catalog Request option – Fill out completely with issue and desired resolution

Collect Customer email address if email address is unavailable add agent email address

TYPE CEI IN COMMENTS FIELD

“All requests will be completed within 2 business days of the system coming back online.”

PROCEED TO CLOSE

“Thank you for calling Collections Etc. My name is (name).  Have a nice day.”

END