CUSTOMER CALLBACKS (CCB)

Re-Send Payment Receipt

Customer calls in to request a receipt for a CC transaction
“So what you need today is the credit card receipt, is that correct? Is there anything else I can do?”
CCB - Re-Send Payment Receipt - Complete the Re-Send Payment Screen - Click Next - Select Restart Call
If the customer needs something else you can send the receipt and then go back to Start Call screen and choose
another CCB reason

Arrival Confirmation
Customer calls to tell you that SP arrived.
"So you are calling to let us know the Service Provider has arrived at your location, is that correct? Is there
anything else I can do?"
If no, then choose CCB - Arrival Confirmation
If yes, do not choose this CCB Reason
Arrival Confirmation will not let you make any changes to the existing call

Service Complete
Customer calls to tell you Service is complete.
"So you are calling to let us know your service was successfully completed, is that correct? Is there anything else
I can do?"
If no, then choose CCB - Service complete
If yes, do not choose this CCB Reason
Service Complete will not let you make any changes to the existing call

Request Service Provider/ETA

Customer calls to Request SP/ETA info
“So you need the name of the Service Provider and when they are expected to arrive, is that correct? Is there
anything else I can do?”
If no, choose CCB - Request Service Provider / ETA
If yes, do not choose this CCB Reason
Request SP/ETA will not let you make any changes to the existing call

Compliment or Concern
Customer calls in to let you know about an experience with their service
“So you would like to tell us about your roadside experience, is that correct? Is there anything else you need?”
If no and not expecting a follow up call choose CCB - Compliment or Concern and fill out the form.
If yes, do not choose this CCB Reason
Compliment/Concern CCB call flow will not allow you to make any changes to the existing call
 CUSTOMER CALLBACKS (CCB)

Cancel Service
Customer calls to cancel the service
CCB - Cancel
Answer the Cancellation Reason Question
In Case History select the Task that needs to be canceled. The task must show Dispatch Complete.
Document anything the customer tells you.
Dispatch Confirmation call the SP and advise them that the customer no longer needs service.
Click on Cancel Dispatch, Yes, Ok.
Case Summary will show Customer Cancelled.

Hold
Customer calls to delay the service in progress
CCB- Hold
In Case History select the correct Task to place on hold - it must show Dispatch Complete.
Document
Dispatch Confirmation: call the SP and advise them the customer is not ready for service and cancel the service.
Click on Cancel Dispatch , Yes, Ok
Case Wrap up will now show that the original call was canceled and the new one is On Hold.

Hold Activation
Customer calls in to activate a call that was placed on hold.
CCB - Hold Activation
Select the correct task and make sure it's on hold. A call on hold will not have a PO#.
Ask the customer if anything has changed since they set up the service.
Update Disablement Location or Tow Destination if needed. Resolve Coverage if needed.
Use standard call and dispatch processing procedures.

Revising a Scheduled Dispatch

Customer calls to make changes to a Schedule Dispatch
CCB - Revise Scheduled Dispatch / ETA
Task Results will show DS (Dispatch Scheduled) - Select the correct task it will not have a PO#.
In Case History select the Dispatch Scheduled Task.
You will proceed to Dispatch Configuration. Select the new Date and Time.
Document and reconfirm Closed Loop.
Case Wrap up - Task 1 Customer Cancelled - Task 2 Dispatch Scheduled
 CUSTOMER CALLBACKS (CCB)

Damaged Vehicle Report

Customer calls in stating Vehicle was damaged during Service
First time calling
"Is this the first time that you are contacting us to
report the damage?" (Yes) “I am going to need to ask
you a few questions in order to accurately document
the incident.”
CCB - Damaged Vehicle Report
Case History - select the call and the call status will
be Service Complete
On Damaged Vehicle Report page fill out the form.
Provide as much info as you can to assist IMT.
Advise Customer :
• "You will receive a call back from our
incident management team within the next
2 business days. At that point, you will be
assigned a case manager and a case
number.”
• “Your case manager will then work with you
to bring resolution to your case ASAP.”
• “In the unlikely event that you do not hear
from the incident management team within
2 business days, please call them directly at
888-551-1050.”
Not the First Time Calling
"Has it been 2 business days since you first reported the
incident to us?”
CCB- Damaged Vehicle Report
Case History - select the call and the call status will be
Service Complete
Look for a CCB Step DVR and check the date and time.
If more than 2 days -
• Provide the customer with the telephone # for
the Incident Management Team – (888) 551-
1050.
• Advise the customer of the IMT hours of
operation. (M-F 8am-5pm EST)
If less than 2 days -
• Advise the customer – “The standard processing
time for someone to get in touch with you is
within 2 business days of the original report.
Someone should be contacting you shortly to
assist you with your case.”

Document the call Document the call

Re-Tow
Customer calls back to have the vehicle re-towed
CCB – Re-Tow
Ask customer why they want to Re-Tow the vehicle in order to answer the questions in OneRoad. (this
information is not in the matrices, OneRoad will determine eligibility)
Choose the Task in Case History - Must be within 72 hours
Disablement Location will reflect the location of where the vehicle was towed to on the original tow. Confirm
location with customer.
Document the name of the Facility/Dealership where the vehicle is currently located in comments.
Enter new tow destination and Resolve Coverage if needed.
Dispatch using Standard Procedures.
Case Wrap up - Task 1 Service Complete - Task 2 Dispatch Complete
 CUSTOMER CALLBACKS (CCB)

Revised ETA
Customer needs more time in order to receive service
**If the SP can't accommodate the extension then
CCB - Revised Scheduled Dispatch / ETA
refuse the SP and accept a new SP.
If the SP requests a GOA they may submit it on
Call History - Select the Task , it has to be in Dispatch
original PO and end the call. Document in Internal
complete so you can extend the ETA.
Comments
Ask the customer how much time they need. Document
Proceed to Dispatch Confirmation page.
and place the customer on hold.
Call SP with the amount of time the customer requested Call the SP then hang up since you do not need to
to see if they can accommodate the extension. speak to them again.
Document
If the SP accepts the extended ETA , enter the new ETA in Click Cancel Dispatch Button, click YES to Cancel
the ETA field. Re-transmit Dispatch info to SP. Dispatch, click OK.
(If SP Refuses to extend ETA see the next column**)
You will return to Dispatch Configuration. Advise the
Advise the customer that the SP can do the extended
customer that we will dispatch with a new SP.
ETA. Document
Case Wrap up - Dispatch Complete Re-Dispatch using standard procedures.

Requesting a different SP
Customer calls to request a different SP
CCB - Requesting a different SP
Case History - Task must show Dispatch Complete. Select the task.
Ask the customer why they are requesting a different SP and Document in INTERNAL Comments.
Advise the customer that they may need to wait 60 minutes for a new SP. To re-dispatch a new service provider
you will need to Cancel the original dispatch with the first service provider.
Place customer on hold.
In Dispatch Confirmation - Click call SP button and advise SP customer is cancelling the dispatch.
If the Original SP request payment/GOA they can submit it on the Original PO#.
Click Cancel Dispatch Button, Yes, Ok , then Next.
Connect back with customer. From Dispatch Configuration reconfirm Closed loop.
Dispatch using Standard Procedures.
 CUSTOMER CALLBACKS (CCB)

Update Case Information

Customer needs to make changes to Original Call
CCB - Update Case Information
Case History select the Task , must say Dispatch Complete
Confirm Disablement Location with customer.
Make any changes you need and Document. (If updating Phone #, put it in the SP comments box only )
Resolve Coverage if needed.
Re-Confirm Closed Loop.
Contact SP with changes. (If they can no longer provide service: Re-run SP Selection by completing a SP cancel
from the Dispatch Confirmation screen. Document reason SP can't service.)
If SP can still service; re-transmit Dispatch Notification. (If SP insists on a 2nd PO# you will need to restart this
call and use SPCB Unsuccessful Service- Add Service workaround. Write down original PO# and changes you
made before restarting call.)
Case Wrap Up

Missed ETA
Customer calls to inform you that the SP has not arrived
CCB - Missed ETA
In Case History choose the Task that shows
Dispatch Complete
In QVB the Dispatch Summary will show you
the Remaining ETA .
Advise the customer : "The Service Provider
gave a X minute ETA, and there are X
minutes remaining before they are due to
arrive. Is there anything else I can do for
you?"
Document and close the call.
CCB – Missed ETA
(Missed ETA appears on phone – IVR/Data call)
“This is _____________ I will be assisting you. I see the service
provider has not arrived. How long have you been waiting?”
Select the Dispatch Complete Task from Case History
Service Provider Page. Place customer on hold and call SP.
Ask the SP when they will be arriving. Document everything the
SP tells you.
Confirm with SP they WILL MAKE the new ETA. (If SP says in a
few minutes/shortly, put down 5 minutes and advise them of
that)
Enter the additional number of minutes the SP tells you in the
Extended ETA field.
Reconnect with customer. Advise the customer of the new ETA.
Document what you tell the customer.

IF
Service Provider is delayed
15 minutes or less.
Service Provider is delayed
more than 15 minutes but
less than 60 minutes
Service Provider is delayed
60 minutes or more
CUSTOMER CALLBACKS (CCB)
ETA Extension Rules
Then
 Update the ETA.
 Extending the ETA resets the Closed Loop.
 If the SP will not commit to a specific enter 5 minutes and tell the SP
you are entering 5 minutes.
 Apologize to the customer.
 Apologize to the customer.
 Advise the customer of the situation.
 Offer to dispatch another service provider. Be sure the customer
knows the new ETA may be 60 minutes.
 If the customer elects re-dispatch, advise the new SP of the situation
and see if a short ETA is available.
 Update the ETA.
 Apologize to the customer.
 Advise the customer of the situation.
 Advise you are dispatching another service provider.
 Advise the new SP of the situation and see if a short ETA is available.