Resolve Stage
Resolve Stage
The "Resolve" stage of a call is typically the stage where the focus shifts to addressing the customer's needs or concerns. During this stage, the primary goal is to provide the customer with a solution or resolution that meets their needs and addresses their concerns.
Next Steps
Providing next steps refers to providing a plan or course of action to take after completing a particular task or addressing a specific issue.
To ensure you are getting credit for providing next steps, NRTC is looking for you to say the following on the call.
Escalate
Ticket
Transfer
Call back
Next level support ~m>3
Level two
Tier two
Create
Contact
Reach out
Case number
Technician contact as soon as possible ~m>4
Send to technician ~m>3
Technician call as soon as possible ~m>3
Sent ticket tech ~m>5
Send ticket technician ~m>5
Escalated
Escalating
Tech contact as possible ~m>5
Technician contact you soon ~m>6
Tech contact you soon ~m>6
Verify Services
Verifying services typically refers to the process of confirming that a particular service or product is functioning as intended and meeting the needs of the customer or client.Â
To ensure you are getting credit for verifying services, NRTC is looking for you to say the following during the call.
Working
Confirmation
Check
Test
Try to
Check to see if
Try connection ~m>3
Try again ~m>4
What is it doing
Is it still
As it should