Outbound call in Ring Central?
Go on ring central and click on the dial pad icon. The (800) 908-6600 number needs to be displayed, if it’s not displayed, select call from Quontic (800) 908-6600. Enter the customer’s phone number and verify their number matches on Horizon Xe. Verify it is business hours in the client’s time zone. Select the Phone […]
Can we see blocked activity pertaining to bill pay in the Customer Service Tool?
Yes. We can see: The last 45 days The last 60 days The last 90 days
Are Customer Alerts in CST?
Yes. We can see alerts from: The last 30 days The last 60 days The last 90 days If you must go further, select Search for Customer Alerts.
How far back can we see into bill payments?
We can see: The last 45 days The last 60 days The last 90 days If you must see further, select Search for Customer Bills.
How far back can we see payee information?
We are able to see: The last 45 days The last 60 days The last 90 days If we need to see further, Seach for a Customer Payee.
What is the outbound call procedure?
Call from (800) 908-6600 number Call during business hours of the client’s time zone Disclose to the client that the calls are recorded Document all calls on the client’s HubSpot ticket and create a HubSpot ticket if one does not exist
How Many Service Requests can be Seen in CST?
We can see: The last 30 The last 45 The last 60 The last 90 The last 200 If you need to look further than that, search under Search for Service Request – Customer.
How far back can CX representatives see into pending payments?
We are able to see: Last 45 days Last 60 days Last 90 days If it’s further than that, we have to search for the payment under the Search Payment History tab.
Can CX representatives Add/Change Anything for the Client in CST?
No. You must assist the customer in doing it themselves.
Can a CX Representative Manually Add a New Funding Account in CST?
No. The ticket must be escalated to DBO.