""Important!


All agents should be available for incoming calls for the entirety of their shift. 


Exceptions:

  • Working sessions
  • Team Meetings
  • 1:1s
  • Breaks/Lunches


All agents should accept any calls presented and not allow them to go to voicemail or become abandoned.

Agents should communicate with their team/management whenever they are unable to take calls. 


A Note on Customer Service

  • Be polite, courteous, and friendly. 
  • The use of “please” and “thank you” is required.
  • Happy users = faster resolution 
  • Asking to place on a brief hold is okay!
  • It’s ok not to know the answer! Ask for help! 
  • Offer to call back if your research/troubleshooting will take a while


TABLE OF CONTENTS

Setting Yourself Available in Freshcaller

  1. Choose the Phone icon on the bottom left corner of the Freshdesk site
  2. Confirm that you have Unison Customer Care – Main Number selected
  3. If no, click the dropdown and select Unison Customer Care – Main Number
  4. Choose status dropdown
  5. Choose “Available”


Question: Is there a separate process for logging into PRISM vs. FedConnect phones (for PRISM Support FedConnect Overflow Help)? 


Answer: The number for PRISM and FedConnect is the same. Users will choose option 1 for PRISM, 2 for FedConnect and option 3 for anything else. Your manager will associate you to the correct groups in Freshworks that will direct the correct calls to you when you set yourself as available. No other steps are needed by you for this to work correctly. When a user calls any of the support queues, only one agent will receive the call at a time. If they do not answer within 30 seconds, or if the agent clicks “Ignore”, the next agent in the queue will receive the call. This will cycle through all available agents until an agent answers the call.
Also note that FedConnect calls are routed to FedConnect Customer Support agents first. If there are no agents available to take the call, it will fail over to PRISM Support agents that have been enabled for FedConnect Support to assist. FedConnect Support agents only get FedConnect calls currently.


Accepting a Call

When a call is received, you will see the call in the Freshdesk at the top right and it will tell you what queue the call is for:

  • Unison FedConnect Support
  • FedConnect Additional Assistance
  • Additional Assistance



Click ANSWER to connect the call.


Phone Widget Controls


  1. Call Notes
  2. Transfer Call
  3. Hold
  4. Mute
  5. Dial pad
  6. Conference Call
  7. Disconnect
  8. Create new ticket


Phone Call Steps 

1: Greeting

All calls should be answered with the following greeting: 


Unison FedConnect Support or FedConnect Additional Assistance

Thank you for calling Unison FedConnect Customer Support. My name is <NAME>. Could I please have your name, UEI number and email address? 


Additional Assistance

Thank you for calling Unison Support. My name is <NAME>. Could I please have your name, agency or company name, and email address? 


2: Data Gathering

Once the caller has provided identification data, we move on to understanding their issue. Options include: 

  • Thank you! How can I help you today?
  • Hello <CUSTOMER NAME>, thank you! How can I be of service today? 

If you need clarification, ask fact finding questions. 


After the customer tells you what their issue/question is, summarize their response to show that you fully understand and allows them to correct any misunderstanding: 

  • So, what I’m hearing is that… Have I understood you correctly?
  • If I have you correct... Is that right? 


3: Call Wrap Up

Once you’ve either resolved the issue or have determined that a call or email follow up will be needed:

  1. When a call or email follow up is needed because the issue is not resolved yet, the customer should be provided clear next steps with expectations. 
  2. Close the call by thanking them for letting us know about the issue or question and asking if there is anything else that you can help them with. 
  3. If no, then wish them a good day and disconnect the call.


Ticket Handling

Once the call is complete, add all detailed notes to the ticket and status appropriately. The ticket should be updated with an accurate title and the name/email address should be updated. For tickets resolved on the first call, an email summary should be sent to the user to reference for later along with the request that they complete the survey. For tickets that are not resolved on the first call, a summary of the issue should be sent to the customer as an email reply along with the next steps reviewed in the call. 


Reference FedConnect Ticket Management for more detail. 


Setting Yourself Offline in Freshcaller

  1. Choose status dropdown 
  2. Choose “Offline”