Pay Per Call Customers

Determining Pay Per Call Status

Though not formally established procedure, support technicians usually like to get a leg up on on their impending support assignment by looking up the salon in Admin before making the actual callback. If this is not currently something you do, it is highly recommended, but not to be used as a screening method either.

As illustrated above; the “Office Setup” section of the salon’s Admin entry (upper left) has a section which illustrates whether a salon is on a standard support contract, or uses the Pay per Call method. When this has been determined, the support technician MUST then confirm this with the salon’s owner or account holder before proceeding. The price must also be explained to the client, as well as any other possible fees (in the case of hardware issues).

Differences in Pay per Call Support Workflow

After confirming the pricing and billing of the call, the support technician will then provide the same high level of support they would show to any other client. One possible exception for the sake of politeness would be the desire to keep the call as time-efficient as possible due to the billing method.

Clients can absolutely opt to sign up for the standard support contract to avoid any future billings, and this can be done through a transfer or referral to the sales department at sales@propointglobal.com

Accounting Procedures

After the support call has been completed, the technician must then email the following information to ProPoint’s Accounting department at: accounting@propointglobal.com

• Customer Name and Account from Admin.

• Name of Salon having the issue.

• Total time spent on the call (rounding up).

• Description of the issue, and the status of its resolution.

• Include the link to the Trouble Ticket.

• Ticket#

• Person Calling

• Technician’s Name

• Date of call

• Time of call

• Issue summary

• Resolution (if applicable)

CAUTION: This procedure, along with all details is an absolutely mandatory part of the Pay Per Call workflow. Failure to comply fully is considered actionable.

Call Logging

With the new policy requiring a call log entry to be presented to the client, it is doubly important to confirm the sending of your accounting email in said log for tracking and security purposes.