Embedded Files
1. Call Transfer (10:00 AM – 6:45 PM)
If a BPOC/COG agent receives any call related to Domestic Shipment Pickup or Order Cancellation, the call must be transferred to the queue:
👉 “Domestic Pickup – Transfer IH CC”This queue is live and must be used only during 10:00 AM to 6:45 PM.
No exceptions are allowed during this time window.
2. Skill Alignment (Outside Core Hours)
From 8:00 AM to 10:00 AM and 7:00 PM to 10:00 PM:
Advisors must be aligned on the skill and need to handle cases on their own, no transfer to que.
👉 “pick , Hindi Pickup”
Do NOT use the “pick , Hindi Pickup” skill between 10:00 AM and 7:00 PM.
3. Skill Restriction
The skill “Domestic Pickup – Transfer IH CC” must NOT be assigned to any BPOC/COG advisor under any circumstances.
Script to transfer the call
“I’m transferring your call to our concerned team for further assistance related to Pickup/order cancellation. Please stay on the call.”
Click on transfer:
Select the Queue : “Domestic Pickup – Transfer IH CC”
Select Blind and then transfer to the queue.
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