rbz_services:agents:agent_directory
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- | ====== Agents Directory ====== | ||
- | |||
- | /** | ||
- | Resolution Agents | ||
- | [[rbz_services: | ||
- | [[rbz_services: | ||
- | [[rbz_services: | ||
- | [[rbz_services: | ||
- | **/ | ||
- | |||
- | ~~NOTOC~~ | ||
- | |||
- | <WRAP column 45%> | ||
- | ===== Order and Delivering Management ===== | ||
- | * **Order Status and Tracking** - Handle order status enquiries, provide tracking information, | ||
- | * **Returns, Exchanges and Refunds** - Manage customer requests for returns, exchanges and refunds, as well as guiding them through related policies and processes.\\ | ||
- | * **Order Modifications** - Provide support with modifying orders, including changes to delivery dates, order details and cancellations.\\ | ||
- | * **Delivery Management** - Facilitate customer and vendor enquiries related to delivery logistics, scheduling deliveries, addressing issues with lost/ | ||
- | * **Inventory Management** - Address customer enquiries related to inventory levels, availability and product details.\\ | ||
- | </ | ||
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- | <WRAP column 45%> | ||
- | ===== Product and Service Information ===== | ||
- | * **Product Availability and Specifications** - Address customer enquiries about product availability, | ||
- | * **Pricing and Promotions** - Provide info on pricing, discounts and promotional offers. Agents can even answer questions about reseller pricing and any promotions while proactively encouraging sales.\\ | ||
- | * **Recommendations** - Offer product recommendations, | ||
- | * **Warranties and Maintenance** - Address questions about warranty coverage, repair services, service intervals, maintenance details and general product support.\\ | ||
- | </ | ||
- | |||
- | |||
- | -------------------- | ||
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- | <WRAP column 45%> | ||
- | ===== Financial and Transactional Support ===== | ||
- | * Billing and Payment Support - Assist customers with billing, payment methods, invoice discrepancies and payment status issues.\\ | ||
- | * Loan and Credit Services - Address loan and credit enquiries, including loan status, credit card issues, interest rates, repayment options and current promotions.\\ | ||
- | * Transaction Disputes and Fraud Management - Resolve transaction disputes and billing errors, manage fraud-related concerns and reimburse customers for billing discrepancies.\\ | ||
- | * Claims and Warranty - Evaluate warranty claims, manage claim legitimacy, automate the verification of warranty validity and facilitate claim resolutions.\\ | ||
- | </ | ||
- | |||
- | <WRAP column 45%> | ||
- | ===== Technical Support and Troubleshooting ===== | ||
- | * Technical Troubleshooting - Provide support for technical issues related to software and systems, such as log in problems, API errors or malfunctions.\\ | ||
- | * Device Troubleshooting - Resolve problems with product features, offer maintenance tips and address potential malfunction issues.\\ | ||
- | * Service and Connectivity - Respond to enquiries related to service disruptions, | ||
- | * Product Set-up - Help with set-up, installation and configuration of products. Plus, agents can provide steps for first-time installations or system updates.\\ | ||
- | </ | ||
- | |||
- | |||
- | -------------------- | ||
- | |||
- | |||
- | <WRAP column 45%> | ||
- | ===== Knowledge Assistance ===== | ||
- | * Automated Responses - Automate responses to common queries, repetitive tasks like password resets and simple service requests to reduce | ||
- | manual workload.\\ | ||
- | * Knowledge Management - Provide customers and reps with quick access to knowledge articles, FAQs, training materials and relevant documentation for issue resolution and information.\\ | ||
- | * Content Creation - Create campaigns and content based on existing knowledge base, inputs and data from integrated systems.\\ | ||
- | </ | ||
- | |||
- | <WRAP column 45%> | ||
- | ===== Account and Membership Management ===== | ||
- | * Membership Enquiries - Assist with renewals, pricing and cancellations, | ||
- | * Account Settings and Updates - Support customers with account settings, log in issues, profile updates and more.\\ | ||
- | * Account Access Issues - Address password resets, username retrieval, two-factor authentication and more. \\ | ||
- | </ | ||
- | |||
- | |||
- | -------------------- | ||
- | |||
- | |||
- | <WRAP column 45%> | ||
- | ===== Scheduling and Appointment Management ===== | ||
- | * Service and Maintenance - Facilitate scheduling, rescheduling and cancellation of service appointments while optimising employee schedules.\\ | ||
- | * Booking and Bookings - Make, modify or cancel bookings across various services, like dining, hotel, travel and events.\\ | ||
- | * Healthcare Appointments - Assist with scheduling and cancelling medical appointments, | ||
- | * Sales Meetings - Schedule meetings with financial advisors, sales reps or client consultations, | ||
- | </ | ||
- | |||
- | |||
- | <WRAP column 45%> | ||
- | ===== Escalation to Human Agents ===== | ||
- | * Escalation Management - Transition customer enquiries to human reps and direct conversations for sensitive assistance.\\ | ||
- | * Sentiment Analysis - Identify, address and escalate customer dissatisfaction based on sentiment analysis and keyword identification.\\ | ||
- | * Safety Enquiries - Quickly manage safety-related enquiries and escalate them to human reps. \\ | ||
- | </ | ||
- | |||
- | |||
- | -------------------- | ||
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- | <WRAP column 45%> | ||
- | ===== Marketing ===== | ||
- | * Lead Management & Qualification - Qualifies incoming leads for prioritisation. Automates & guides onboarding processes. Identifies upsell opportunities during calls.\\ | ||
- | * Sales Upselling - Promotes upsell opportunities based on customer history and interaction. Assists in suggesting products and services tailored to customer needs.\\ | ||
- | * Data Management - Improve internal data by processing & syncing data from different systems, & handling data discrepancies. \\ | ||
- | * Application Support - Handling enquiries related to enrolment or application status and modification requests. | ||
- | </ | ||
- | |||
rbz_services/agents/agent_directory.1743527703.txt.gz · Last modified: 2025/04/01 17:15 by admin