Complaint Resolution "Customer Communication"

Please note the updated callback protocol that must be strictly followed. WhatsApp is no longer required after the second unsuccessful attempt.

First Attempt:

Phone call via 3CX

If unsuccessful, send an SMS via Dispatcher stating the attempt

Second Attempt (after 1 hour):

Another phone call via 3CX

If unsuccessful, send an SMS via Dispatcher stating the attempt

Third Attempt (after 2 more hours):

Final phone call attempt via 3CX

If unsuccessful and the customer has a saved email, send an email using the template: “Customer Complaint - Unreachable”

Total Required Contact Attempts:

You are required to make three contact attempts throughout the day via real-time channels (phone calls using 3CX). 

SMSs and the final email serve as documented evidence of the contact attempts.

Important Note:

The email step is not considered a contact attempt and must not be counted as one of the three required follow-up attempts.