Huddle Jade Redial / Callback

1. Huddle Jade Redial / Callback  2013 Cricket Communications Inc. v1.0

2. Jade Redial / Callback –New Functionality! • An additional button named “Callback” will be added to the Jade screen. “Callback” will be used for calling customers back right away, after the call has dropped or disconnected in the middle of a conversation. • To initiate a callback to a customer, CSRs need to follow these steps: • Press the Callback button located on Jade. • CSR will answer their phone when it rings • 3. CSR will press 1. • If the customer does not answer, the agent will need to disconnect the call, by clicking “disconnect” button. Agents may not leave a voicemail of any type. • If the CSR hears the message “Unable to complete this call” disconnect the call, by clicking “disconnect” button. • Note customer account in CID, “Customer didn’t answer” or “Could not answer heard fast busy” etc. • 4. Press “Make Ready” in order to receive the next incoming call.  2013 Cricket Communications Inc. v1.0

3. Callback Tips & Features • Callback Caller ID • The caller ID on the customers phone will not display Cricket or Care. The caller ID on phone will display 800-274-2538 phone number. • Greeting for callback • Hello, This is_______ from Cricket. I’m calling you back because I believe we were disconnected in error. Are you able to talk about your concern? We want to make sure you are taken care of. • Scenarios when CSR will use Callback option: • If a call drops after a conversation is established (customer answers you & you answer them) • Extreme amounts of static are present on the line • Scenarios when CSR will NOT use the Callback option: • Do not call a customer back for a do over, for instance if you forgot to mention something to a customer.  • DO not call a customer back to say “hey did it work?” for tech support issues • Do not use callback if the call was a ghost call.  2013 Cricket Communications Inc. v1.0