CXRS SOP: Phone Protocol 

Current Scope – What the Phone Team Does

1. Inbound Calls

   • Handle inbound calls for :
     *EE
     *AJK

2. Outbound Calls

   • Return voicemails left by customers.

   • Complete address validation calls (confirming/correcting shipping details).

   • Perform escalation callbacks when instructed.

3. Escalations

• From GOB: Contact the customer directly for clarification/resolution.

New Scope – What We Need the New Phone Team to Do

1. Refund Validation

   • When customers reject save-the-sale protocols, instruct them to email photos of open bottles.

   • Forward validated cases to the email team for refund processing.
     
     

2. PBS Address Validations / Shipping Status

   • After email attempts, call cx to verify missing or incorrect addresses.

   • Report discrepancies or errors immediately.
     
     

3. Sales & Retention

   • Execute upsell/cross-sell opportunities in Shopify (e.g., offering Cacao Bliss to Keto Burn buyers).

   • Manage subscription cancellations by offering a 30% discount to retain customers.

   • Log attribution for sales, upsells, and cross-sells.
     
     

4. System Support

   • Enter sticky attributions for internal QA/testing.

   • Provide clear escalation notes for any unresolved call to reduce handoffs.

Spreadsheet Framework – Recommended Tabs

To track and audit activities, create a spreadsheet with the following tabs:

1. Inbound Calls

   • Call ID / Date / Time

   • Redirected To (CXRS / Internal Team)

   • Resolution Status
     
     

2. Outbound Calls

   • Call ID / Date / Time

   • Type: Voicemail / Address Validation / Escalation Callback

   • Resolution Notes
     
     

3. Address Validations

   • Order ID / Customer Name

   • Original Address / Corrected Address

   • Resolution Status
     
     

4. Escalations

   • Source: GOB / CXRS

   • Customer Issue

   • Action Taken

   • Escalated To
     
     

5. Refund Validations

   • Customer Name / Order ID

   • Save Protocol Outcome

   • Validation (Bottle Photo Received Y/N)

   • Sent to Email Team Date
     
     

6. PBS Shipping Status

   • Order ID / Brand

   • Shipping Confirmation Y/N

   • Issue Reported
     
     

7. Sales & Retention

   • Order ID / Product Sold

   • Cross-Sell / Upsell Success (Y/N)

   • Subscription Cancellations Offered Discount (Y/N)

   • Outcome