Field Support Calls

Phone Line Procedures:

This guide will show you how to handle phone calls effectively and complete any required follow-up tasks. Follow these steps to ensure smooth call handling and accurate documentation.

How to Handle a Call:

1. Answering the Call:

   1. You can answer calls either through your Zoom app or through the Zoom website

2. Locate Account Information:

   1. Once connected, open the caller’s account in Salesforce.

3. Access Installation Documents:

   1. Find the installation CD in the main design folder under the “Installation Docs” subfolder.

   2. If the crew has outdated plans, check the “BPA” in the Permit main folder for updates.

4. Take Notes:

   1. Write down what the install crew is asking or requesting.

5. Troubleshooting:

   1. For general issues, refer to the troubleshooting page on the Field Support Training site.

   2. If the information isn’t available on the site, use the request form to ask for additional details.

6. Handling Plan Changes:
   For any changes to the plan set, follow the Installation Deviation SOP.

7. Wrap Up the Call:

   1. Once all requests have been handled, move on to After Call Work.

After Call Work (3 minutes of after-work time in Zoom):

• Log the Call:
  Always log your calls in the project note section of the service appointment.  

  • Include as much detail as possible.

• Record Your Notes:
  Add your notes in the Service appointment QA section. So that it is easily acceptable for the person doing the audit.  

• Creating Change Orders (COs):

  • If change orders are needed, create them with detailed information.

  • Upload any photos sent via text to the change order.

DEFINITIONS:

Incoming Call - When a caller calls into the field tree and Zoom should push the call to your screen.

Warm Transfer - A call transfer from one employee to another, with a brief description and explanation of the call being transferred.

Cold Transfer - A call transfer from one employee to another without any description or explanation of the call being transferred.

Ready- The Zoom status which indicates to the program that you are available to answer incoming calls.

Break - Your Zoom status that tells Zoom you are taking one of your allotted break times

Meal- Your Zoom status that tells Zoom you are taking your 30 minute lunch break and you are clocked out for those 30 minutes

Special Position - Your Zoom status that tells Zoom you are working in a special position not allowing you to take phone calls, which is approved by your manager

After Call Work - Allocated time that management has set apart for the agent to wrap up the call. 

End Shift - Your Zoom status that tells Zoom you are not logged into Zoom 

Training- Your Zoom status that tells others that you are training.