Description:  Can't place orders via Automated system.

Tools Needed: AMS

Steps: 

1. Verification (Customer's Name) / email address (if cx doesn't have any email address)

2. Apologize for the unsuccessful purchase via IVR . Offer to place the order on behalf via AMS.

3. Proceed  with the straight sales call flow.

4. Explain possible reason why IVR didn't place the order.

• the customer has duplicate account.

• customer has budget pay pass due

• customer was inactive for the past 6 months or more

5. Assure the cx that the IVR issue will be address via VOC feedback.

6. Ask for further assistance before delivering personalized closing spiel.

Suggested Note Template:

Reason of Call: IVR Issue- cx was not able to place the order via IVR 

Action Taken: Placed the order successfully  (order number). Educated cx possible reason why  automated system didn't go through

#PD:  automated system is not working. It won't place my order (Free Flow)

Suggested Scripts:

"Email Address confirmation (if cx doesn't have any email address)

"To send order confirmation and updates do you have any email address please."

Delivering Resolution (Free Flow)

"I would like to place the order on behalf, may I have the item that you're trying to secure earlier?" 

"And for the automated Issue to be investigated thoroughly,  I have documented and assigned it under VOC feedback for the back-end team for further assistance"

Explore Suggested Scripts Here