Embedded Files
The Customer Will Contact Us Through Our Hotline To Explain Hi/Her Complaint
Calling From A Different Number
Calling From A Different Number
The Dispatching system will show the below:
Prompting you to create a new customer profile as the current number is not registered.
As a good practice, remove the "2" before the phone number and search with on the number to check if the phone number is already registered to an account, for example "if the number appearing above is "201234567890" delete the "2" and search with "01234567890"
If no account still appears, ask the customer if he/she is already registered with us using another phone number that he/she would like to use for booking:
Hover over "Operations"
Click on "Add Ticket"
3. Type the registered phone number in "Mobile Number"
4. Click on "Search"
Customer account Located successfully
Calling From The Same Number
Calling From The Same Number
The Dispatching system will show the below:
Confirm with the customer that the issue he/she is facing is on this account not on another account.
Call Center Complaint Submission Process
Call Center Complaint Submission Process
Please follow the below steps when handling complaints:
If 3CX generates a Freshdesk ticket automatically:
Edit the ticket description instead of Leave a private note including the complaint description.
A-Click on the pin icon to enable editing.
B. Do not delete the automated information in the description. Instead, start typing your input from the line below it, then click Save.
2. If 3CX does not generate a Freshdesk ticket:
You must create a new complaint ticket manually.
Do not close the ticket under another category and then raise it separately as a complaint.
Complaint Description Format (CARE):
C: Customer Name
A: Customer's Concern (include detailed context)
R: Required Action
E: Any Additional Information
SLA: Regardless of the complaint type, the SLA is 2 business days.
Please note the following:
Effective Date: 3 August 2025
Complaint Follow-up Process/Documentation
Complaint Follow-up Process/Documentation
If the complaint ticket contains feedback, and the ticket status is either open or closed
Deliver the feedback from the complaint ticket to the customer.
Update the complaint to indicate that the customer contacted us again and that the feedback has been delivered
Contact Reason of the call Log as follow:
Contact Type 1: Other
Contact Type 2: Follow Up/ Transferred Call
Contact Type 3: Follow Up
If the complaint ticket has no feedback, is within the SLA, and the status is open
Update the complaint to indicate that the customer has contacted us again and is waiting for our response.
Inform the customer that the case is still under investigation, confirm the SLA, and let them know that a member of the concerned team will follow up with them.
Contact Reason of the call Log as follow:
Contact Type 1: Other
Contact Type 2: Follow Up/ Transferred Call
Contact Type 3: Follow Up
If the complaint ticket has no feedback, and exceeded the SLA, and the status is not closed
Update the complaint to indicate that the customer has contacted us again and is waiting for our response.
Inform the customer that the case is still under investigation, and let them know that a member of the concerned team will follow up with them.
SLA is as soon as possible
Contact Reason of the call Log as follow:
Contact Type 1: Other
Contact Type 2: Follow Up/ Transferred Call
Contact Type 3: Follow Up
If a complaint ticket includes a comment stating that the customer was not reached, whether within or beyond the SLA and the status remains open, the agent must:
If the ticket has no resolution:
If the ticket has no resolution:
Confirm the Customer’s Contact Information:
Verify the accuracy of the customer’s phone number and/or email.Update the Ticket Accordingly:
The customer confirms they are still waiting for a follow-up,The customer provides alternative or preferred contact information (e.g., different phone number, specific time to call, or preferred communication channel).
Contact Reason of the call Log as follow:
Contact Type 1: Other
Contact Type 2: Follow Up/ Transferred Call
Contact Type 3: Follow Up
If the ticket has a resolution:
If the ticket has a resolution:
Communicate the Resolution with the Customer:
Clearly share the outcome of the complaint or issue resolution.Confirm with the Customer:
Check whether the customer is still waiting for a follow-up from the concerned team, or if they are satisfied with the outcome.Update the Complaint Accordingly:
Document the interaction and update the ticket based on the customer’s feedback to ensure closure or next steps if needed.Contact Reason of the call Log as follow:
Contact Type 1: Other
Contact Type 2: Follow Up/ Transferred Call
Contact Type 3: Follow Up
If the complaint ticket has feedback and is closed, but the customer claims that no one followed up with them or that the issue is not resolved
Raise another complaint and ensure to include the reference number of the original ticket.
Ask the customer if they would like to be contacted at the same mobile number and email as in the previous ticket, or if they prefer different contact information.
If there is no complaint with the issue on Freshdesk:
Clarify the situation with the customer and proceed with logging a new complaint, , while escalating the fact that the previous agent failed to log the complaint as initially promised.
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