Incoming Call

 Receiving Incoming Calls or making Outgoing Calls is part of the Operations of two sections that the CSCC module is split into which is related to a series of tasks as follows;

1. Setting up new customers via leads
2. Upgrading products for existing customers
3. Chasing up on payment issues
4. Recording repossessions where payments have not been made
5. Recording installation
6. Recording collection of purchasable products i.e. power bank, TV
7. Dealing with Technical issues where products may require a swap

Incoming Calls is when you receive calls. On a day to day work basis you may receive many ad hoc calls relating to various tasks that you will need to perform.  

When you sign in the system you will automatically be on the Incoming Call tab. You will be provided with a script text of what to say to your end caller.  

The end caller will give you a reason of why they are calling. Please use the drop down list to select an appropriate Reason.  

You will then proceed to ask the end caller the next question being, are you an existing Bboxx client? Please select the appropriate answer.  

If the answer is Yes you will be given various search options (Name, Phone Number, Government ID or Bboxx Client ID) which you can use to identify your client. Please make sure that the correct client has been selected from the Possible Clients drop down list.  

Once you have selected your client at the top of the screen you will have the option to see the customer’s history, customer’s summary, record a follow up or create and send a SMS text.  

Looking at the customer’s history or summary will be very useful in dealing with the clients queries quickly and effectively during your phone conversation. 

Please click Next to continue. Please skip to section … where the different task scenarios listed in …. will be given from this step. 

If the answer is No you will be asked to record the end users details manually. Please make sure that you have spelt the name correctly and inputted the right phone number (MUST be 10 digits long). 

Please click Next to continue. Please skip to section ….where the different task scenario’s listed in …. will be given from this step.

Outgoing Call

If you click on the Outgoing Call tab on the left-hand panel, it will take you to the following screen shown below. You will be given two options to select; Calls to Make or Outgoing Call.  

Calls to Make 

Calls to make are automated actions which have already been generated by the system in a queuing format. These actions can vary from; leads to late payments to upgrades amongst other actions. The next available call to make will appear on your screen where details of the customer is already pre-populated. 

1. Shows number of times customer has been contacted
2. Shows who is calling and the reason for calling (selected from the drop-down list)
3. Available contact numbers; tick which one you will be calling

Reasons for Calling a Customer 

Depending on the reason you have selected each reason will take you through a series of scripted questions for you to follow and go through during your call. Please see explanations of the different types of reasons below. 

Send SMS to SA: Send SMS to Sales Agent.

Consecutive Grace days used : Call to let customer know they have used up their consecutive grace days.

Limited Grace Days left: Call to let customer know that they have limited grace days left.

Correct Smart Unknown Customers: The customers serial number is unknown and the call is to confirm what the serial number is on their control unit.

PAYG Default: The customer has defaulted. 

Touchpoint Payment Issues: Where payments have not been made and the Bboxx switches off their system 

Technical Issues: Issue with the control unit (tickets, swaps, follow-ups, technician visits).

Late: Customer is late with payment schedule.

Outgoing Call 

The Outgoing Call option is similar to the Call to Make option- the difference is this option is not automated. You must find the customer manually and select your reason for calling based on the call you are having. You can search either by phone number, name of customer or product serial number. 

Once you have selected the correct customer, make sure to check one of the available numbers which you will be calling before proceeding to click Next. 

Please note that as a call operator you are not expected to use the Outgoing Call option unless authorized to do so by your supervisor.

Unanswered Calls/Call Back Requests 

In the situation that the customer you are calling does not answer the call or you have been asked to call the customer back. You can record this information by postponing the call to a later time.

You have the option of postponing for 4 hours or 8 hours. Select the most appropriate option.

Please ensure you leave a comment explaining why the call is being rescheduled.

One you are done click Finish.

Sending a SMS 

You also have the option in sending your caller a SMS text, during your call.  To do this please click on Create and Send SMS. 

This form will already be pre-populated with the caller's name and phone number.

As you can seen you have the option to select a message template or you can write your own unique message.

Please note any message body containing more than 160 characters will be charged double by our providers.

In the event that this occurs the system will provide you with a warning prior.

You will need to select the appropriate provider - this is usually Africa's talking as it would be the cheaper option. In the case that our provider, Africa's Talking server is down, you will be expected to use InfoBip.

Once you have finished drafting your message click Save then click Send.