Category: Uncategorized

Safeware has clarified what information we need to gather for them from the caller when we are unable to locate a policy number or account number for a caller.

 

Before sending an email to claims@safeware.com gather the below information:

1. Where did they purchase the covered product? (selling dealer name)
2. Date they purchased the product
3. Name
4. Telephone
5. E-Mail
6. Street Address
7. Make
8. Model

 

This will allow safeware examiners to do additional searches on their end.

 

Once youve gathered all of the customer information send a contact request to claims@safeware.com, be sure to CC Cwleads@cwxtx.com. Thank the customer for calling Safeware and let them know we will have an examiner contact them back to resolve the issue.

DO NOT document ANY cardholder information in CAT. This includes filling out the Refund Request Template in CAT. You must now copy & paste the blank Refund Request Template in the ticketing system and fill it out directly in the ticketing system.

If you leave your desk for any reason you must be logged out of Tengo Admin, TeenSafe platforms (Admin & Uservoice) & Ninjato.

If you have any questions or concerns feel free to ask.

Do not refer a customer to apple if they don’t feel they have the correct data in the backup.  

If the customer doesn’t believe that the backup is properly displaying the data they will want to re-run the backup at their next convenience and click the “get new data” button on the website.

The Chi’Lantro BBQ food truck will be parked in the Stonehollow project on Thursday, April 10th, offering lunch to walk-up patrons from 11:15 a.m. – 2:00 p.m.   They will be located in the parking lot for Building 1, closest to the curve in Stonehollow Drive.

Chi’Lantro BBQ is a Korean + Mexican fusion that has been featured in Food and Wine Magazine, The Cooking Channel and The Food Network.  They were rated #1 Street Food in Austin Chronicle this year and given Honorable Mention in the Other Asian and Best Korean categories.  I’ve attached a copy of their menu for you to review, if interested.  They can also be found on the internet here:  www.chilantrobbq.com.

Per normal inform the customer that there is no GS at that location and they will need to contact the office for assistance.

However going forward for all calls from a non-GS location please ticket that interaction in the Contactworks location.  Example below:

Important Teensafe Billing Update!

When receiving a call where the caller is stating they are being billed by Teensafe, but have not created an account, please gather ALL of the following and escalate the ticket to Billing to be investigated:

1. Full Name on the card being billed.
2. First six digits and the last four digits of the card that was charged.
3. City & State.
4. Email Address. (The customer may not want to give this, we will need their email address as a second method to contact the individual if there is any issue looking into why they are being billed).
5. Phone Number.

This information can also be found on the Teensafe CARE page under the “Call Types” sub menu.

 

Please find the updated schedule HERE

The new schedule starts on Monday.

There is a new closing script required for all clients except for Tengo. Use the following when ending the call with a customer.

“Thank you for calling <company name>, have a nice day/evening/rest of your day!”

When closing a call for TengoInternet Guest Support and TengoInternet VIP calls you must thank the customer for calling. No need to say the company name, just thank them for calling.

Also, every Agent should have a email with the new definitions sheets attached.

There has been a trend of Agents not providing Case numbers to clients. This is happening across all queues. Remember to ALWAYS provide a Case number to clients when you create a ticket. This will allow the customer to keep historical records of their interactions with us. Also if they call back for the same issue and provide a Case number, it can prevent duplicate cases from being created.

All,

 

When entering a ticket into OS ticket please do not use the “Support” department. It is very important for reporting purposes that you select the correct department for the call.

 

 

Safeware – Direct Transfer:  If the caller specifically requests to speak with a specific Safeware employee.

Safeware – Escalations: If you need to escalate the caller to a teamlead/Samantha.

Safeware – ESP Claims: If the caller is requesting to put in a claim on a ESP, or is wanting a update/information pertaining to a open ESP claim.

Safeware – New Call: If the caller is asking general questions about Safeware, the website, or any call not falling into one of the other available departments.

Safeware – Transfer to Claims: If the caller is needing to speak with a claims adjuster about a open Insurance policy claim/Insurance policy questions/or wants to file a claim with an adjuster instead of on the website.

Safeware – Voicemails: Do not assign tickets to this department.