OrangeEvent
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What
is OrangeEvent?
The
OrangeEvent module enables you to regulate customer service activity by
allowing you to dictate which actions are allowed and when they can be
performed. You will create a customized set of predefined actions or “Events”
that will be presented as available options to users, based on the conditional
rules that you have established. Events are used to manage and track CSR
actions such as refunds, salvages, cancellations, fulfillment re-ships,
revenue shares, chargebacks, QA performance and more. OrangeEvent is an
effective management tool that puts you in control of customer care tasks,
while providing a reliable way of recording and accurately reporting on
such activity.
Features
of OrangeEvent
- Set
of default Events to get you started (can be removed as needed).
- Unlimited
number of custom Events to accommodate all of your customer service
needs.
- Define
what triggers an Event to be an available option to CSRs.
- Trace
each Event back to the agent who performed it.
- Restrict
an Event to specific users and/or Programs.
- Predefined
customer status, billing and revenue share adjustments.
- Require
manager approval on specific Events.
- Automated
ticket creation in OrangeTask.
- Multiple
performance reports with a side by side Event comparison option.
- Customize
report views by grouping Events into Performance Groups.
Benefits
of Using OrangeEvent
- Ensures
adherence to proper company policies and procedures.
- Discourages
reps from misusing customer data.
- Prevents
unwanted actions such as incomplete or inaccurate entry of information,
possible false representation, human error, etc.
- Guarantees
accurate and reliable data! Since Events are predefined with their
own set of rules, they will always reflect the true actions of CSRs.
- Provides
reporting that makes it easy to monitor all Events, manage incentive
programs and identify dangerous trends that need to be addressed.
How To Use OrangeEvent
For instructions on how to use OrangeEvent, please see the topic
titled Events.