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“TIME SENSITIVE” is the status which should be applied to incidents that require immediate assistance.
“TIME SENSITIVE” is the status which should be applied to incidents that require immediate assistance.
What qualifies as time sensitive?
· Same Day Requests > $200 (Processing is out of the realm of Customer, Agent and Supervisor’s ability to process)
· Customer calling back for a status on a post refund/exchange request that has been > 5 Days
· Technical issues impacting Call Center’s ability to process and the Customer needs to purchase in that moment.
How to Process a Time Sensitive
How to Process a Time Sensitive
PROCESS:
PROCESS:
1. Agent creates the incident >>> Escalate to Corporate Escalations Team (CET) queue
a. Time Sensitive status code
2. Agent informs a TL/Supervisor
3. TL/Supervisor send an e-Mail to CET notifying them that a urgent/time sensitive request has reached their queue
a. CorporateEscalations@fandango.com
i. Cc: thaynes@Fandango.com
b. NH Agents follow steps #2 and #3
4. Tenured Agents skip steps #2 and #3 – Forward incident via CRM to:
a. CorporateEscalations@fandango.com
b. Cc: thaynes@Fandango.com
In the comment field, please type in the following:
Hello Team,
We received a time sensitive request, and would like to forward it to you directly.
Reference Number: ___
Thank you!
Step 5:
Once you have all of the information entered, you may click the send button at the bottom.
Incident Handling Steps:
1. Category: Dependent on issue
2. Subject: Time Sensitive | Subject | Incident#
3. Status: Time Sensitive
4. Queue: Corporate Escalations Team (CET)
5. Standard Text
a. Customer: send email based on issue
b. Escalation: Dependent on issue
i. Provide required information for the escalation template.
6. Save & Close
INCIDENTS WITH NO CONTACT INFORMATION
INCIDENTS WITH NO CONTACT INFORMATION
Every single contact must be logged.
Every single contact must be logged.
However, there are times when a contact is made but does not complete, a Customer is disconnected before the information needed can be obtained, when contacts such as web tickets arrive anonymously (with no contact information) and when unsolicited information, such as advertisements are received.
These are distinct issues and have their own set of categories.
Although they are incomplete contacts, they are required to be logged as well.
In the CRM, these contacts get logged as “Fandango Customer.”
o How they’re categorized is extremely important. And allows Fandango to understand which one of the issues below actually occurred as well as taps us into the issues our Customers may be experiencing.
CUSTOMER DISCONNECTED | CONTACT DOES NOT COMPLETE
CUSTOMER DISCONNECTED | CONTACT DOES NOT COMPLETE
Phone interaction | Chat Interaction
Incident Handling Steps:
1. Contact: Fandango Customer
2. Category: Ghost/Spam
3. Subject: Dependent on Issue
4. Status: Resolved
5. Queue: Remain in Queue where it entered
6. Save & Close
ANONYMOUS CONTACT | NO CONTACT INFORMATION
ANONYMOUS CONTACT | NO CONTACT INFORMATION
e-Mail | Web Ticket
Incident Handling Steps:
1. Contact: Fandango Customer
2. Category: Ghost/Spam
3. Subject: Dependent on Issue
4. Status: Resolved
5. Queue: Remain in Queue where it entered
6. Save & Close
UNSOLICITED INFORMATION | SPAM
UNSOLICITED INFORMATION | SPAM
All Contact Types
Incident Handling Steps:
1. Contact: Fandango Customer
2. Category: Fandango General>>>Advertising
3. Subject: Dependent on Issue
4. Status: Resolved
5. Queue: Remain in Queue where it entered
6. Save & Close
In all three cases above, all of them are logged and solved.
However, there are cases where the Call Center is contacted and actually require escalation.
These are requests such as; Employment Verification's, Affiliate Requests and People asking questions regarding proprietary Fandango information or about Call Center setup. We call these Corporate Requests.
CORPORATE REQUESTS
CORPORATE REQUESTS
These would be processed in this way:
Incident Handling Steps:
1. Category: Choose category under Fandango General that is most appropriate
2. Subject: Dependent on Issue
3. Status: Escalated
4. Queue: Duane
a. Escalation Template: Private Notes
5. Save & Close
FREE MOVIE SCREENINGS
FREE MOVIE SCREENINGS
Free Movie Screenings are a perk for Fandango VIP Account members.
Generally: *Supplies are limited and Schedules are subject to change. See Terms & Condition for details.
Free movie screenings are either:
Fandango Sponsored – Through VIP Account membership.
Studio Sponsored – One of the studios is featuring an event.
Reservation Confirmation – Customers will contact the Call Center to ensure their confirmation has been received.
o For Fandango sponsored events, typically we have access to the VIP Members confirmation.
o For Studio sponsored events, Call Center Agents must verify if we have access. In some cased the studio will provide it to Fandango.
Fandango Sponsored
Fandango Sponsored
Call Center has access to the information and details:
All inquiries with the exception of “Reservation Confirmation” are categorized this way.
Incident Handling Steps:
1. Category: Fandango Sponsored
2. Subject: Fandango Sponsored Movie Event [Movie Name]
3. Status: Resolved
4. Queue: Queue incident originated
5. Standard Text
a. Customer:
6. Save & Close
Studio Sponsored
Studio Sponsored
Call Center has access to the information and details:
Incident Handling Steps:
1. Category: Studio Sponsored
2. Subject: Studio Sponsored Movie Event [Movie Name]
3. Status: Resolved
4. Queue: Queue incident originated
5. Standard Text
a. Customer:
6. Save & Close
__________________________________________________________________________________________________
Call Center does not have access to the information and details:
Incident Handling Steps:
1. Category: Studio Sponsored
2. Subject: Studio Sponsored Movie Event [Movie Name]
3. Status: Escalated
4. Queue: Duane
5. Standard Text
a. Customer:
b. Escalation:
6. Save & Close
Reservation Confirmation
Reservation Confirmation
Call Center has access to the information and details:
Incident Handling Steps:
1. Category: Fandango Sponsored or Studio Sponsored>>>Reservation Confirmation
2. Subject: Fandango Sponsored Movie Event [Movie Name]
3. Status: Resolved
4. Queue: Queue incident originated
5. Standard Text
a. Customer:
6. Save & Close
__________________________________________________________________________________________________
Call Center does not have access to the information and details:
Incident Handling Steps:
1. Category: Fandango Sponsored or Studio Sponsored>>>Reservation Confirmation
2. Subject: Fandango Sponsored or Studio Sponsored Movie Event [Movie Name]
3. Status: Resolved
4. Queue: Queue incident originated
5. Standard Text
a. Customer:
6. Save & Close
DIGEST FEEDBACK
DIGEST FEEDBACK
This process is handled exclusively by the Sutherland Global Services Team.
These incidents represent feedback from Fandango Customers regarding their experience using platforms available to purchase products/services. All incidents must be logged regardless of whether the issue was escalated anonymously
(see ANONYMOUS CONTACT | NO CONTACT INFORMATION process) or with a contact provided.
The feedback is input into the Qualtrics system and the system creates subject lines that describe which platform the Customer submitted the feedback/digest.
The majority of the incidents will be log and resolve
However, there will be a few that require attention, response and/or escalation.
Incidents will filter into the Web Tickets queue with the one of the 5 Subject Lines:
1. iOS Feedback – Survey feedback submitted via the mobile iOS platform.
a) Keyword: iOS Feedback
2. Mobile Web Feedback – Survey feedback submitted via the mobile web platform.
a) Keyword: MobileWeb Feedback
3. Android Feedback – Survey feedback submitted via the Android platform.
b) Keyword: Android Feedback
4. Website Feedback – Survey feedback submitted via a desktop browser.
c) Keyword: Website Feedback Daily
5. iPad Feedback – Survey feedback submitted via an iPad device.
d) Keyword: iPad Feedback
PROCESS:
Addressing the incident.
o If Customer provided contact details, the incident will already have their information.
However, if the Customer provided feedback anonymously, it will need to be logged as: noemail@fandango.com
o Each incident must be logged using its corresponding keyword. See keywords above.
o Categorize the issue using a category most descriptive of the issue the Customer is reporting o If the issue requires escalation, escalate to the appropriate L2 Support Team.
o Mobile Contact Field in the incident:
Mobile APP – QA feedback from the Customer
Opinion Lab – Feedback from distro opinionlabcomments@fandango.com
o.Use Mobile Contact>>> Opinion Lab
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