Call Handling Instructions
call-handling-instructions
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Zoom script for handling Congruent client enquiries Date: 13/02/2015 Version: Pre-live If the caller does not ask for a named Congruent individual and it is an enquiry with respect to one of our services the following script should apply: If the caller is calling in a individual capacity (not in relation to a business) Congruent provides the Investment, Insurance and Pension Redress Service. If he is calling with respect to a business (he may be a owner, director and/or partner of the business) Congruent provide the following services: IRHP Redress Service FRL Redress Service Expert Redress Report RIsk Management Debt Financing and Restructuring Expert Evidence Service New enquiry from an Individual It is an individual please go to the Contact Us page http://congruentfinancialpartners.com/contactus/ and complete the form. Please note in the message box that this is a message from Zoom. An example form is shown below: The caller should receive an email which has the following information (Nasar Zamir will be replaced by the callers name): Dear Nasar Zamir Enquiry number: 1050 Service: Investment, Insurance and Pension Redress Product: Mortgage Endowment Thank you for contacting us. Please find attached some links to our website including engagement letter and terms and conditions. • • • Engagement Letter Factsheet Terms and Conditions We would like you to complete a questionnaire in relation to your enquiry which can be downloaded from our website: • Questionnaire Please give us as much information as possible so that we can assist you. Please send this information to enquiries@congruentfinancialpartners.com (quote the above enquiry number). Upon receipt of this information a technical specialist from Congruent will be in contact with you by close of business the next working day. Kind regards Congruent Financial Partners Please ask them to complete the Questionnaire and send back to the enquiries@congruentfinancialpartners.com. When completed a technical specialist will be in contact with them by close of business the next working day. If the caller does not have access to email then please obtain the address to send the "information pack" (this will be the Engagement. Factsheet, Terms & Conditions and Questionnaire). Please complete the rest of the Contact Us form (as above) and instead of caller's email address please enter the email address of directors@congruentfinancialpartners.com. Note in the message that the caller should be sent the "information pack" to their address (please also note the address in this box). Existing enquiry from an Individual (pre-engagement) Please complete the following information: Reference number (if known) Name Tel No: Email: Nature of enquiry Preferred contact method (e.g. phone / email) Preferred time of call (e.g. day / time) When complete please send back to the enquiries@congruentfinancialpartners.com. Please advise the caller that a technical specialist will be in contact with them as soon as possible. Enquiry from an individual (post-engagement) An existing client should have known to them the name of the Congruent staff handling their case. If no name is given or you do not have the direct contact details of the staff please complete the following details and send to directors@congruentfinancialpartners.com. Please advise the caller that Congruent will be in contact with them as soon as possible. Reference number (if known) Name Tel No: Email: Nature of enquiry Preferred contact method (e.g. phone / email) Preferred time of call (e.g. day / time) Enquiry from a Business For new enquiry please contact Nasar Zamir or in his absence Roger Grenville-Jones. If neither of these two individuals are available (for any reason) please complete the Contact Us page as per the same instructions for an Individual and note in the message box that this is a message from Zoom. The following confirmation email will be sent to the client in this case. Thank you for your enquiry. We will contact you shortly with our response. The following is a record of your enquiry: Message: Need some help with risk management service. Enquiry from a Solicitor For new enquiry from solicitor or an advisor to an individual or business please put the call through to Roger Grenville-Jones or in his absence Nasar Zamir. 150 Minories Reception calls Check VIP list or Take caller details and Transfer to Nasar Zamir, no answer, leave voicemail on Mobil & Email message to nz@congruentfinancialpartners.com Ask for by name See attached Excel Sheet for individual instructions General Company Call Check VIP list or Take caller details and Transfer to Nasar Zamir, no answer, leave voicemail on Mobil & Email message to nz@congruentfinancialpartners.com Congruent Accounts / Finance Calls Check VIP list or Take caller details and Transfer to Roger Grenville-Jones, no answer, leave voicemail on Mobil & Email message to rgj@congruentfinancialpartners.com Complaints Check VIP list or Take caller details and Transfer to Roger Grenville-Jones, no answer, leave voicemail on Mobil & Email message to rgj@congruentfinancialpartners.com Marketing Check VIP list or Take caller details and Transfer to Nasar Zamir, no answer, leave voicemail on Mobil & Email message to nz@congruentfinancialpartners.com Media Calls Take caller details and Transfer and Transfer to Roger Grenville-Jones, no answer, leave voicemail on Mobil & Email message to rgj@congruentfinancialpartners.com
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