WARNING!

Carrying or Using Mobile Phones On Floor Is An PUNISHABLE OFFENCE

SESSION OBJECTIVES By session end you will be able to identify with:

1. What is Verification Calling.

2. Importance of Verification Calling

3. Script of Verification calling

4. Verification Calling Process

NAAPTOL – CONTACT CENTER INTERACTIONS

In Naaptol Customer Contact Center we have different teams engaged in Outbound Customer interaction one of them is Verification Calling.

NAAPTOL – CONTACT CENTER INTERACTIONS

VERIFICATION CALLING

NAAPTOL – CONTACT CENTER INTERACTIONS

What is Verification Calling Verification calling is process in which we call up the customers who have placed order with us, to enquire and confirm if they are interested in taking delivery of the product & also informing them about the product price, shipping charge, delivery time, offers etc. Verification advisors have the authority to cancel the order if customer is denying to receive the product. They also have the authority to change diamond customer to silver customer and vice versa till the verified stage of the order.

VERIFICATION CALLING

NAAPTOL – CONTACT CENTER INTERACTIONS

Importance of Verification Calling For any online shopping organization to grow constantly, order verification is extremely important as It helps to increase the reputation of company for great customer

service. It increase the delivery percentage of orders, as it is a great way to boost

post purchase satisfaction prior to delivery. It makes customer again aware about important information, post

purchase of the product like price, offer, discounts etc. It will minimize the enquiry calls , post purchase of the product. It also increases the trust on organization. It is a great opportunity to build a relationship with new customer and

stimulate repeat purchase.

VERIFICATION CALLING

NAAPTOL – CONTACT CENTER INTERACTIONS

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VERIFICATION CALL- SCREEN

Order details Product, Payment &Vendor details Case Panel

NAAPTOL – CONTACT CENTER INTERACTIONS

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VERIFICATION CALLING- SCRIPT

Script (Diamond Member ):

Opening: Namaskar_Main "Agent Name" Naaptol ke order verification team se baat kar raha hun, Kya Meri baat "Customer Name" se ho rahi hai. • Sir Apne "Product Name" ka order book kiya hai, Jiske

sath aapne diamond membership bhi liya hai. Kya Diamond membership ke Fayde ke baare me aapko pata hai?

Wait for Acknowledgement • Main Apko fir se Diamond membership ke fayde ke bare

me bata deta hun. Pause • Apko total _____ Rupye pay karna hai Jisme Diamond

membership ka charge bhi include hai. Cont……..

NAAPTOL – CONTACT CENTER INTERACTIONS

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VERIFICATION CALLING- SCRIPT

Script (Diamond Member ):

• Product recieve karte hi aapko ye sare fayde milne shuru ho jayenge jisme sabse pahla fayda hai ki aapko aane wale 1 saal tak Har shopping par koi shipping charge nahi dena hoga

Pause • Sir Apko product value ka 1 Guna Loyality points bhi milega Pause • Sir Apko 5000 Rupye ke Gift Voucher bhi Milenge jo parcel ke ander honge. Pause • Product Jarur lijye aur saal bhar free shipping ka fayda uthayega.

Wait for acknowledgement "Farzi Phone call pe Inaam ke liye kisi account main paise jama na kare ". Closing: Naaptol Mein shopping karne ke liye dhanywaad.

NAAPTOL – CONTACT CENTER INTERACTIONS

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VERIFICATION CALLING- SCRIPT

Script (Non Diamond Member): Opening: Namaskar_Main "Agent Name" Naaptol ke order verification team se baat kar raha hun, Kya Meri baat "Customer Name" se ho rahi hai. Wait for acknowledgement • Aapka "Product name" "Delivery Date" ya usse pehle mil

jaayegaa, cash ready rakhiegaa.

Wait for acknowledgement • Aapko "Total amount" cash mein dena hoga jisme product

ki keemat " Amount" aur "Amount" shipping charges hai. Wait for acknowledgement • 5000 ka discount coupon aapko parcel ke andar hi milega. Cont………

NAAPTOL – CONTACT CENTER INTERACTIONS

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VERIFICATION CALLING- SCRIPT

Script (Non Diamond Member):

Wait for acknowledgement • "Farzi Phone call pe Inaam ke liye kisi account main paise jama na

kare ".

Closing : Naaptol ko apna kimti samay dene ke liye dhanyawaad.

NAAPTOL – CONTACT CENTER INTERACTIONS

VERIFICATION CALLING- CALL DIRECTION OPENING

Check Whether Customer is a Diamond member or non diamond member

If Diamond, then follow the script accordingly

If Non diamond, then follow the script accordingly

Customer agrees

If No

Click on Order Verified for the Call

Follow the VOC & do accordingly like converting non diamond to diamond or

vice versa or request for cancellation.

Closing

If Yes

NAAPTOL – CONTACT CENTER INTERACTIONS

3. Verification Calls

VERIFICATION CALLING PROCESS (Verifying Order)

This Shows Order is verified

Click on this

NAAPTOL – CONTACT CENTER INTERACTIONS

3. Verification Calls

VERIFICATION CALLING (SILVER MEMBER)

Verification Screen for Silver

Member

Click on this if customer wants diamond

membership

Click on this if customer wants to cancel the

order Click on this if

customer wants the order

NAAPTOL – CONTACT CENTER INTERACTIONS

3. Verification Calls

Silver Member Converted into Diamond member

STEP 1 Click on this tab

STEP 2 Click on OK By clicking on this customer will be become a diamond member

NAAPTOL – CONTACT CENTER INTERACTIONS

3. Verification Calls

VERIFICATION CALLING- PROCESS (DIAMOND MEMBER)

Click on this if customer wants to cancel the

diamond membership

Click on this if customer wants to cancel the

order Click on this if customer

wants the order

Verification Screen for

Diamond Member

NAAPTOL – CONTACT CENTER INTERACTIONS

3. Verification Calls

Diamond Member Converted into Silver Member

STEP 1 Click on this tab

STEP 2 Click on OK Button By clicking on this customer will be become a Silver

NAAPTOL – CONTACT CENTER INTERACTIONS

3. Verification Calls

Request for Cancellation

By clicking on Request for Cancellation it takes you to

the case panel BUT

As now Case panel is in One View Page , advisor should use

OVP to cancel the order

NAAPTOL – CONTACT CENTER INTERACTIONS

3. Verification Calls

Request for Cancellation- ONE VIEW PAGE

We need to capture the exact reason for

cancellation of order

WARNING!

Carrying or Using Mobile Phones On Floor Is An PUNISHABLE OFFENCE