Embedded Files
We have a new standard handling processes for the MNL team to follow when they receive Sales calls.
update as of 11/14/24
SALES CALL RECEIVED BY MNL CS FOR SPECIFIC AGENT
CHECK AGENT AVAILABILITY
Have an MNL TL check the sales roster to confirm if the agent is on duty.
IF AGENT IS AVAILABLE
MNL TL to Message the agent on Slack to check availability.
If they respond, transfer the call to them.
IF NO RESPONSE AFTER 1 MINUTE
Take a message regarding the reason for the call.
Create a task under the customer’s profile in HubSpot with the following details:
Title: "Call Back Request"
Due Date: Today
Task Owner: Sales agent being requested
Queue: "Sales - Missed Calls"
Notes: Include details of why the customer was calling.
This ensures efficient follow-ups and minimizes missed opportunities.
Advise the agent on slack that you have done this.
SALES CALL RECEIVED GENERAL OR SPECIFIC AGENT NOT ON SHIFT:
If the requested agent is not on shift, follow the steps below and inform the customer that a member of the sales team will call them back as soon as possible.
ATTEMPT A TRANSFER
Advise the caller you will try to transfer them to a member of the sales team.
IF NO ONE IS AVAILABLE
If the call bounces back to CS or no one is available, advise the customer:
“I’ll arrange for a member of our sales team to call you back within 24 hours.”
CREATE A CALLBACK TASK
Task Title: "Sales Callback Request"
Queue: "Sales - Leads"
Task Owner: Set as "No Owner"
Due Date: Next business day
Notes: Include a brief summary of what the customer wants to book or inquire about.
This ensures a structured follow-up and a smooth customer experience.
SALES CALL DURING US/CA TIME
update as of 09/06/25
BOOKING REQUEST
If a customer calls ready to book, MNL CS agents should proceed with the booking. Alternatively, if they prefer, guide the customer on how to book online.
FURTHER DISCUSSION WITH SALES
If the customer isn’t ready to book and wants to speak with Sales, offer a callback - but please be sure to set proper expectations around response times from the Sales team.
TRAVEL AGENT SALES CALL
Mid-GY may occasionally receive TA Sales Calls. Based on Cameron Hunt’s report, we expect around 8–10 US TA calls per month - minimal but still notable.
For TA Sales Calls, instead of booking directly, please offer a callback from our dedicated TA Sales Team by sending a message in travel-agent-call-back-requests group in Slack. Here's a suggested spiel to use:
“Love to hear your interest in working with us! To further assist with your booking, I can set you up with a callback from our dedicated Travel Agent team. They'll be more than happy to help you and will reach out to you as soon as possible.”
WHY OFFER A CALLBACK INSTEAD OF BOOKING DIRECTLY?
Most of US TAs don’t have an internal accounting team - Often times they use client credit card/bank details directly.
Perseus should now default all US/CA invoices to Gross (0 Commission).
Once paid in full, commission will reflect in Traveler Hub.
Commissions can be paid 120 days before travel via bank transfer.
TA MEL team will be the one handling this.
IMPORTANT NOTE WHEN SPEAKING WITH US CUSTOMERS/TAs:
Please do not disclose that the US/CA team has been abolished.
If asked, simply say:
“That person is no longer working in the business.”
Also, no need to mention where you're located or changes in team structure.
COMMUNICATION VIA SLACK:
Hayley has created a dedicated Slack group including MNL TA agents, MNL Team Leads, MNL SCSRs, and the TA MEL Sales team.
Please use this channel to:
Alert the AU TA Team about callback requests for new enquiries or bookings in COP
Tag the specific agent if the customer requested someone in particular
Raise a task to the team at the same time
Moving forward, Mid-GY is expected to tag TA MEL Sales whenever a TA-related call comes through so they can action on it as soon as they are available.
Keywords: sales to CS handover, sales enquiry workflow, sales escalation to CS, enquiry handling, CS sales support, travel agent sales call, ta sales call,
Page updated
Google Sites
Report abuse