Chat Handling Protocols

Guidelines for Streamlined Operations

Information

To ensure smooth operations and minimize unnecessary traffic on calls and chats, please adhere to the following guidelines:

Documents Validation

• Always validate customer documents before assigning a case to L2 (e.g., Correct Mulkiya, Valid DL, Valid LPO, etc.).

• This practice will reduce outbound calls and chats needed to collect missing documents, improving overall efficiency and customer experience.

Customer Email Capturing

• Always capture the customer's email address when required to share documents (e.g., Policy transfer, Orange Card, Mortgage certificate, etc.).

• This will help reduce unnecessary chat interactions and streamline communication.

First Call Resolution (FCR)

• If a customer call requires them to share documents, send them a generic WhatsApp message during the call to start the conversation.

• Once the customer shares the documents, assign the chat to yourself and attach the documents to the case.

• This must be done within the call unless the customer states that the documents are not ready and will share them later.

• This process will help minimize chat traffic while enhancing the customer experience.

New Protocol for Policy Transfer & Cancellation Requests

New Protocol:

• If a customer requests a policy transfer but does not have the required documents ready, inform them that we will send an email listing all the necessary information.

• The customer should then reply to this email with the required documents once they are ready.

Important Note:

• If a pattern is identified where agents are sending emails in place of handling requests directly, or if agents are seen avoiding interactions, this will be marked as an Autofail in the case monitored by the QA team.

• It is crucial to balance efficiency with customer satisfaction.

Email Templates:

• Email templates for policy transfer requests are available.

• You can find them by searching for “Transfer email templates” on Google Drive.

• The templates have also been attached to this email for your reference.

• The same protocol applies to Policy Cancellation requests, and the relevant email templates are already incorporated into the CRM email templates.