Escalations

Please review the information below on where to escalate corporate requests.

Escalation Guide

There are times when the Call Centers are impacted by issues that are beyond their control. Issues such as; System down, not working properly, rogue promotions that generate uncontrollable volume etc. are examples. During these times we need help and we need help immediately; this is when a Priority 1 incident needs to be created.

When the Call Center experiences Technical Issues with; Admin Tool (unable to perform refunds/exchanges) or Multiple Users, including the Call Centers staff are unable to access Fandango.com, follow these steps:

Escalate to Site Support, Priority 1

 Create one incident and broadcast to the following distros:

o ALL incidents are to be associated to this one incident.

Corporate Escalation Team (CET)

The Call Center Team will have direct interaction with the Corporate Escalation Team. CET is the Call Center’s first line of defense for Customer Escalations.

CET’s primary role is to help Agents mitigate poor treatment by Customers dissatisfied primarily with responses and transactions regarding Refunds & Exchanges.

The Call Center’s primary role is to educate and “make friendly” Fandango’s policies and procedures…however when customers outwardly displays their dissatisfaction in a hostile fashion and uses escalating language, whether via voice or chat, document the incident and…escalate to CET.

In Addition to Refunds & Exchanges, the Corporate Escalation Team is also responsible for handling issues for the programs below…if they cannot be resolved at the Call Center level;

1. FandangoNOW – APP for renting and purchasing movies, runs on smart devices; Televisions, Game Consoles, Mobile devices o Escalate issues to>>>FNOW Corporate Escalation queue in CRM

2. Promo Codes, Promotions (GWP, Sweepstakes and Offers) & Gift Cards o Issues and errors around Gift with Purchases, Sweepstakes not working and Gift Card issues should be escalated to the>>> Robert (Promo Codes, Promos, Sweepstakes, Gift Cards) and GWP Offers (Gift w/purchase offers) queues in CRM

3. Gift Card Cash Outs – Remaining balance on a Gift Card that is <$10, where the Customer requests pay out of this balance | Additionally when an Agent accidentally processes an exchange when the transaction should have been a refund – results in the VIP account being shut down and a check for the “refund” being generated. o Escalate to the>>> Gift Card Cash Out queue in CRM

4. One Blood – This is an offer where Fandango partners to give consumers incentive to give blood. Donors are provided with a promo code to be redeemed up

Follow this process when the following systems are experiencing issues:

 InContact

 Oracle CRM

e-Mail the distro only:

Follow this process when these systems are impacted:

 CSP

 Kibana

 Salesforce

 MyQR

e-Mail the distro only:

 CBethune@Fandango.com

 Cc distro:

o CustomerService@Fandango.com | CorporateEscalations@Fandango.com | Fandango@24-7intouch.com | fandangoagents@24-7intouch.com | fandangoagents@orlando.24-7intouch.com

Void/Holds – Failed Voids

A void/hold is a transaction that failed which does not produce a confirmation number, however may/may not charge a Customer.

Generally, these transactions are temporary holds which roll off the Customer’s account in 5 – 7 days, depending on their financial institutions policies.

If the void/hold has not released within the 5 – 7 day timeline, let the Customer know to contact us and we will escalate to the Corporate Escalation Team (CET) for resolution.

PayPal Void/Holds

There was a release that occurred that remedied the PayPal Void/Hold issue. Currently, if the transaction fails an authorization hold is placed on the account.

Ø The authorization is voided the same day.

Ø PayPal failed/voids should only be escalated if 24 hours has lapsed and the authorization is still present.

Incident Handling Steps:

1. Category: Void Inquiry Hold

2. Subject: Dependent on Issue

3. Status: Resolved

4. Queue: Remain in Queue where it entered

5. Standard Text:

a. Customer Response Template: English Templates>>>

i. Void/Hold – Single

ii. Void/Hold - Multi

6. Save & Close

***If the void/hold has not released within the 5 – 7 day timeline, let the Customer know to contact us and we will escalate to the Corporate Escalation Team (CET) for resolution.***

Level 2 Support Teams are the Call Center Agent’s first line of defense for supporting Customers and Wired Theater Partners.

Although, the Call Center will interact most frequently with the Corporate Escalation Team (CET) and Site Support, there are other value added partners it will benefit you to know about, as well as have an understanding of their areas of responsibility.

(Site Support responsibilities are covered under the Site Support SOP section.)

Exhibitor Services (ES)

Exhibitor Services (ES) –

The Call Center Team will not have direct interaction with this team, however it is beneficial to understand how they fit into the puzzle. Exhibitor Services works directly with our wired Partners (Theaters within the Fandango network).

They ensure theaters are setup correctly; POS can pass information to F.com, Auditoriums and Seating Maps replicate on F.com as in the bricks and mortar location.

Theater amenities accurately display on F.com, and they meet with each partner regularly to maintain a pulse on whether they are happy with the level of service being provided by Fandango and the Call Center in particular.

Site Support works very closely with Exhibitor Services to resolve many of the technical issues.

Content OPS

There is a variety of content that displays on F.com; Movie Posters (pictures), Advertisements, Logos (both Fandango and our Partners) and information posted in the form of reviews that this group is responsible for maintaining (adding/removing).

The Call Center Team will not work directly with this group, however any issues within their scope responsibility experienced by this group, will be escalated to Site Support who will work with Content OPS to resolve.

Network Operation Center (NOC)

This team monitors the traffic on the Fandango.com network for; sluggish/slow response and evidence of hacking.

The NOC ensures F.com remains at optimal peak performance.

When down-times, maintenance and outages occur, Site Support works very closely with this team and a few others, to get everything back up and functions.

Transaction Wireless – Escalation Template

Using the Transaction Wireless tool there are many functions a Call Center Agent can perform, however, there are a few things that must be escalated for resolution.

Sutherland Global Services (SGS – Rochester Call Center) is the 2nd Tier Support for Transaction Wireless supporting Call Center Teams. When Customers contact the Call Center reporting issues that are verified as TW issues detailed below, they should be escalated to the TW Escalations queue.

Issues that should be escalated to the TW Escalation queue relate to refunds, corrections, updates and Fraud. The Fraud component is explained in the next section.

Incident Handling Steps:

1. Category: (Choose from Listing provided below – a category that matches the issue)

2. Subject: Fandango Tier 2 Escalation ID# [Confirmation Number]

4. Status: Escalated

5. Queue: TW Escalations

6. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: TW Escalation

i. Provide required information for the escalation template.

7. Save & Close

Transaction Wireless – Fraud Escalation Template

Fraudulent transactions occur with Gift Cards. When there is suspicious activity on a Gift Card, these issues must be escalated.

Sutherland Global Services (SGS – Rochester Call Center) is responsible for handling Transaction Wireless (TW) issues. When Customers contact the Call Center reporting issues that are verified as TW issues related to Fraud, they should be assigned and escalated to the TW Escalations queue.

Issues that should be assigned and escalated to this specific queue are:

 Customers reporting unknown charges on their bank accounts

 Customers reporting unknown charges on their bank accounts, no purchase found, nothing on their bank statement

 Customers reporting unknown charges on their bank accounts, WGC Fandango on their bank statement, did not receive gift card order and stating they did not purchase.

 Customer did not received their gift card order, however when we check in TW, the balance has been partially used.

Incident Handling Steps:

1. Category: Fraud General

2. Subject: Fandango Tier 2 Escalation ID# [Confirmation Number]

3. Status: Fraud

4. Queue: TW Escalations

5. Standard Text

a. Customer: Site Support - Customer Response

b. Escalation: TW Fraud Escalation

i. Provide required information for the escalation template.

6. Save & Close

Escalated Customers – Live Call/Chat Transfer Process

The Call Centers goal is to manage, decrease, control and/or eliminate Customer escalations. This is not always a factor within our control. The Team the Call Center will most interact with and perform escalations is the Corporate Escalations Team. In the instances where an escalation is necessary, follow the process provided below.

HOURS OF OPERATION: 10A – 10P, PST, Sunday through Saturday

Escalations from the Call Center to CET will be performed by the TLs/Supervisors.

Escalations will occur when:

 A customer is escalated, asks for a Supervisor and the TL/Supervisor is unable to de-escalate the Customer.

Follow this process:

 Warm Transfer Process

o TL/Supervisor will connect with Available CET Support, 1st by calling them and explaining the details.

o TL/Supervisor will also introduce Customer to CET Support, and then release the line by saying, “Is there anything else I can do for you before I release you to “CET Name.”

***This warm transfer process is to be handled the same regardless of whether this is a phone call or a chat.***

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