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Amazon Connect Telephony Responses QRG

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Amazon Connect Telephony Responses QRG

NCC PACE Knowledge Management Portal

Exported on 2024-12-03 21:49:30

Page 14 of 133

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Responses QRG

Table of Contents

  • Index: 4
  • Procedure: 5
  • Conversation guide: 6
  • Greet the caller: 7
  • Verify the caller: 8
  • Establish the reason for the call: 9
  • Check and confirm understanding: 10
  • Building rapport and empathy: 11
  • Placing the caller on hold: 12
  • Returning to the call after being on hold: 13
  • Summarise the actions taken and solutions: 14
  • Ending the call: 15
  • Transferring a call: 16
  • Further information: 18
  • Document owner and approver: 19
  • Feedback: 20

FOI 24/25-0615

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Responses QRG

Sept 25, 2024 06:04

Index – 3 Page 16 of 133

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Responses QRG

Index

  • Conversation guide
  • Further information

Procedure

  • Greet the caller
  • Verify the caller
  • Establish the reason for the call
  • Check and confirm understanding
  • Building rapport and empathy
  • Placing the caller on hold
  • Returning to the call after being on hold
  • Summarise the actions taken and solutions
  • Ending the call
  • Transferring a call

Use this link to navigate back to KNOWA 2.0 home page. S47E (d) - Certain Operations of agencies KNOWA 2.0 Home page Search here to find NCC knowledge articles and guidance.Search

This guidance resource provides suggested scripting, to assist NCC Service Officer in providing effective responses when handling telephony enquiries.

To be used by NCC. This article assists you to:

  • Provide a professional caller experience during the conversation to ensure a positive outcome while aiming for first call resolution. 18/09/2024 Removed link to ‘Amazon Connect Canned Responses QRG’ and ‘Amazon Connect Webchat Guidance’.

Procedure — 5 Page 18 of 133

Conversation guide

To communicate professionally with callers, you should follow these guidelines:

  • Be alert and focused on the call, and avoid any distractions or interruptions.
  • Be confident, friendly and respectful, and use a polite and courteous tone of voice.
  • Ensure respect and understanding by being patient and engaging with active listening. This means acknowledging the caller’s feelings, summarizing their main points, and asking clarifying questions if needed.
  • Build rapport with the caller by using their name, showing empathy, and expressing appreciation for their cooperation.
  • Enunciate your words clearly and at a moderate pace, and avoid using jargon or slang. If necessary, repeat the information or spell out the words to avoid any confusion or misunderstanding.

By following these guidelines, you will make the caller feel valued, understood, and trust that you will provide the best solution for them. Refer to Call Handling Basics KA and Handling Challenging Calls KA for more information.

Remember

  • Avoid using mute and use hold where required.
  • Ensure your microphone on your headset is not too close to your mouth to reduce feedback.
  • Eliminate or move away from background noise if possible.
  • Identify any communication barriers and look into what alternatives are in place.
  • Listen effectively and allow caller to speak.
  • Check for understanding so that the caller’s needs are met.
  • Avoid interrupting when the other person is speaking.
  • Stay calm and remain professional.
  • Offer solutions.

Conversation guide — 6 Page 19 of 133

Greet the caller

A professional greeting is the first step to a positive experience for the caller and reassures them that they are speaking with the right person to resolve their enquiry.

Suggested scripting:

  • Start Quote Icon Welcome to the NDIS National Contact Centre, this is , how may | help you today? End Quote Icon
  • Start Quote Icon Welcome to the NDIS, you are speaking with , how may | help you today? End Quote Icon

Call recording disclosure For inbound calls, the call recording disclosure is announced in the IVR greeting message. If the caller does not want their call recorded or they advise they are recording the call themselves, the Service Officer can select the “private button” to turn off call recording.

Greet the caller — 7 Page 20 of 133

5 Verify the caller

When we are dealing with participant information it is a requirement to verify the caller and complete verification of identity (VOI). The Service Officer is to verify the caller, and then proceed with the enquiry.

  • For further information on how to verify the caller refer to Evidence of Identity Phone Enquiry KA.

Suggested scripting:

Start Quote Icon Before we proceed, I will need to verify who I am speaking with and to do this I will need to ask you for your.. End Quote Icon

6 Establish the reason for the call

Establishing a reason for the call or identifying the issue that the caller needs resolved, is an important step to providing the best solution for the caller. In some instances, you may be required to ask discovery questions to better understand the enquiry which will also help to provide the best solution for the caller.

Suggested scripting:

  • Start Quote Icon I will need to ask you a few questions to better understand how I can assist you with your enquiry… End Quote Icon
  • Start Quote Icon To assist you further, I will need to ask you a few questions to better understand the situation… End Quote Icon
  • Start Quote Icon I do require some further information to assist you with your enquiry, can you tell me more about… End Quote Icon

Check and confirm understanding

Checking for understanding of the enquiry with the caller is important when communicating to avoid misunderstandings, as misunderstandings may result in the caller’s expectations not being met. When checking for understanding with the caller, this will build trust, as well as ensuring you are correctly addressing requests for a better caller experience.

Service Officer is to listen to the caller and confirm with them that you understand why they are calling.

Suggested scripting:

Start Quote Icon So that I am confident that I understand the reason for your call, can I confirm with you……. End Quote Icon

Start Quote Icon To help me fully understand your enquiry, I just need to ask you a few questions to understand the situation better, is that okay? End Quote Icon

Start Quote Icon So, what you have provided so far is… . End Quote Icon

8 Building rapport and empathy

Displaying empathy when on a call is important, as it shows that you understand and care about the caller’s concerns. Stay positive, remain interested, and use a friendly and helpful tone. Building rapport with the caller strengthens mutual trust and improves engagement between the caller and the Service Officer.

Suggested scripting:

Start Quote Icon I appreciate this has been frustrating for you and I am glad you are bringing this to our attention, I will …. End Quote Icon

Start Quote Icon Thank you for providing the feedback. I can hear your frustration, I am here to assist you and work with you to resolve your enquiry. End Quote Icon

Start Quote Icon I hear that this was not a good experience for you, I am here to help resolve this matter with you. End Quote Icon

Placing the caller on hold

You may need to place a caller on hold when you need to source information, read notes on the record or access further instructions. Placing the caller on hold is used to review the participant record history and notes (interactions and enquiry notes) or to ask for assistance from floor support or a NCC Team Leader.

Suggested scripting:

  • Start Quote Icon Thank you for providing me with your information. I will need to place you on hold for about 2 - 3 minutes to look into this for you, will that be okay? End Quote Icon
  • Start Quote Icon I will need to place you on hold for a short moment, about 2 - 3 minutes, so I can confirm information about this case and answer your enquiry. Will that be okay ? End Quote Icon
  • Start Quote Icon Whilst I review the information on the record, I will need to place you on hold for a short moment, about 2 - 3 minutes, will that be okay? End Quote Icon
  • Start Quote Icon Thanks for that information what I will need to do now is check your record to see how I can help and to do that I will need to place you on hold ….. End Quote Icon

Important: To manage the caller’s expectations, provide them with the time you expect them to be on hold for, if you need longer than the advised time, return to the caller and advise you will need another 2 - 3 minutes.

Placing the caller on hold — 12 Page 25 of 133

10 Returning to the call after being on hold

It is important to re-engage with the caller appropriately and thank them for patiently waiting. This is a great way to acknowledge the caller’s patience and to advise that you are working toward a solution for them.

Suggested scripting:

Start Quote Icon Thank you for waiting on the line while I review the information. I can confirm…. End Quote Icon

Start Quote Icon Thank you so much for patiently waiting, I have looked into your enquiry/record further and I can advise…. End Quote Icon

11 Summarise the actions taken and solutions

It is important to provide the caller with a summary of the actions completed to resolve the caller’s enquiry to ensure expectations have been met.

Start Quote Icon Thank you for taking the time to discuss your situation. I feel that we have actioned what is required to ensure a resolution to your enquiry. In summary, I have…. End Quote Icon

Start Quote Icon I will now summarise the actions that have been taken to address your enquiry. End Quote Icon

Start Quote Icon I believe that we have resolved your enquiry by completing the following… End Quote Icon

12 Ending the call

Once you have completed all the necessary actions to resolve the caller’s enquiry and are ready to end the call, it is important to thank the person for calling the NDIS.

Suggested scripting:

  • Start Quote Icon Thank you for taking the time to discuss your feedback with me today. Is there anything else that I can assist you? Thank you for calling the NDIS and have a great day. End Quote Icon
  • Start Quote Icon Thank you for the information you have provided today. I am glad that I have assisted you with your enquiry, if you require any further assistance, please do not hesitate to call back the National Contact Centre on 1800 800 110. End Quote Icon
  • Start Quote Icon I am glad that we have made progress with your enquiry today, thank you for calling the NDIS, have a great day. End Quote Icon

13 Transferring a call

At times you will be required to transfer a call to a specialised team to resolve the caller’s enquiry. There are two types of call transfers:

  • Warm transfer is when the NCC Service Officer is able to connect to and speak directly with the team member which the call will be transferred.
  • Cold transfer is when the NCC Service Officer is unable to speak directly with a team member as the line is busy or there is a holding queue.

When transferring a call, the NCC Service Officer must ensure that:

  • They have answered questions that are in their scope to answer,
  • resolved and taken action for the enquiry that is in scope to resolve,
  • ensure the caller is introduced to team member who is taking over the call.

Offer the caller the option to warm transfer the call:

  • Advise the caller that you will now transfer the call to the appropriate area or team member who will be able to provide further assistance.

When connected to the appropriate area or team member, the NCC Service Officer is to:

  • Provide their name,
  • advise where they are calling from and why,
  • provide details of the caller that the call will be warm transferred,
  • go back to the original caller and advise they will now warm transfer the call,
  • connect the call to all parties,

release call when the caller and the appropriate area or team member has accepted the call. For further information on how to transfer a call, refer to Amazon Connect Telephony Service Officer Guidance KA.

Important

If a call is required to be transferred it is important that the NCC Service Officer attempts a warm transfer. If a warm transfer is unable to be completed, ensure to advise the caller the option of transferring to a queue or calling back at a later time.

Warm Transfer suggested scripting:

Start Quote Icon I’m going to place you on hold for a short moment, about 1 - 2 minutes, whilst | transfer you through to our support team who can assist you further. | will provide them with the information of our call. Is that be okay with you? End Quote Icon

Start Quote Icon | would like to help you further, however, | need to connect you to the specific area that will handle your enquiry. If you could kindly stay on this line, | will connect you now. End Quote Icon

Start Quote Icon Do you mind if | place you on hold for a short moment, about 1 - 2 minutes, whilst | arrange to connect you to the right person that can assist you with your enquiry? End Quote Icon

Start Quote Icon Unfortunately, | am unable to manage your enquiry, | will need to place you on hold for a short moment, about 1 -2 minutes, while | connect you with another officer who will be able to assist you. End Quote Icon

NCC PACE Knowledge Management Portal – Amazon Connect Telephony Responses QRG

When a warm transfer cannot be completed, offer to cold transfer the call:

  • A call should only be cold transferred if the caller is in agreeance.
  • The Service Officer is to ensure they provide the caller the option to be transferred to the holding queue or to call back at a later time.
  • Advise the caller that you will now transfer the call to the appropriate area or team member who will be able to provide further assistance.

Cold Transfer suggested scripting:

Start Quote Icon Given the nature of your enquiry, I will need to transfer you to <name of area/team> and they will be able to assist you. You will need to provide the Service Officer with a summary of your enquiry, including your name and NDIS number. If you could kindly stay on the line, I will transfer you now. End Quote Icon

Start Quote Icon There seems to be a wait to speak with the support team, I can transfer you to the queue and a team member will assist you shortly? Alternately, you can call back later to see if the queue has progressed. End Quote Icon

Start Quote Icon I am going to place you on hold for a short moment and transfer you through to (name of area/team). You will need to provide them with your details so they can assist you further with your enquiry. End Quote Icon

14 Further information

Please refer to:

  • Amazon Connect Telephony Service Officer Guidance KA
  • Amazon Connect App Access Request Process TL
  • Amazon Connect Team Leader Guidance KA

15 Document owner and approver

Director, Support and Communications, Contact Centre Branch

Document owner and approver – 19 Page 32 of 133

16 Feedback

If you have any feedback about this procedure, please refer to your NCC Team Leader.

  • NCC Service Officers (NCC SOs) please send your feedback to your NCC Team Leader. Your Team Leader may have an answer to your question or have information to share with you to resolve your questions and feedback.
  • NCC Team Leaders (NCC TLs) please review the feedback from NCC SOs and provide advice, information and resolve questions where possible. NCC TLs can request new or updated NCC Guidance Resources and assistance using the relevant form on the National Contact Centre Service Desk on the intranet.

Feedback — 20 Page 33 of 133