CSR has to call customer at a specific time
Hi,
Now and then the CSR's are required by the customers to proceed the phone conversation at a later time. This is a very specific time - for instance the customer says "Now I'm busy but please call me at 18:30".
Clearly SLA's are not the best way to ensure that this task is going to happen at the exact time that the customer requested. What would be the best approach for this issue?
Hi,
Now and then the CSR's are required by the customers to proceed the phone conversation at a later time. This is a very specific time - for instance the customer says "Now I'm busy but please call me at 18:30".
Clearly SLA's are not the best way to ensure that this task is going to happen at the exact time that the customer requested. What would be the best approach for this issue?
Regards,
Duarte
Accepted Solution
Pegasystems Inc.
FR
Hello,
Why not using SLA then? You can set it with a specific DateTime property:
Define from a Property — Instructs PRPC to use a DateTime property value you specify to determine when the assignee can optimally begin work on the assignment.