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
Te l N o :
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
Te l N o :
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
