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For all query types, agents must:
For all query types, agents must:
1. Educate the customer based on SOPs and Process documents.
1. Educate the customer based on SOPs and Process documents.
2. Update the Subject Line and all mandatory Freshdesk fields.
2. Update the Subject Line and all mandatory Freshdesk fields.
3. Log call communication in Private Notes before closing the case.
3. Log call communication in Private Notes before closing the case.
4. Pitch for CSAT if the query is resolved.
4. Pitch for CSAT if the query is resolved.
Mandatory Freshdesk Fields
Mandatory Freshdesk Fields
Ensure the following fields are accurately updated for every call:
Ensure the following fields are accurately updated for every call:
· Customer Details: Name and verified contact info.
· Customer Details: Name and verified contact info.
· Classification: Type (Support) → Complaint Type (Query) → Call Disposition.
· Classification: Type (Support) → Complaint Type (Query) → Call Disposition.
· Product Details: ERP Category → ERP Sub-Category → ERP Model.
· Product Details: ERP Category → ERP Sub-Category → ERP Model.
· Finalization: Resolution Type and Ticket Status.
· Finalization: Resolution Type and Ticket Status.
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