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
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