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Trade File

Phone call forwarding

The purpose of this SOP is to give an idea of how to do call forwarding via phone.

Updated 2021-07-09Author Rob RyanSource Bragan.net — SystemHub

Overview#

Purpose: The purpose of this SOP is to give an idea of how to do call forwarding via phone.

Scope: This applies to customer service representative staff and all staff that answer the company phones.

Responsibility: It is the responsibility customer service representative to know how to do call forwarding via phone.

Objective: The objective of this procedure is:

  • to guide employees on how to to do call forwarding via phone.

Recordings - Phone call forwarding

Procedure:

  1. First, greet the other on the other line and state the company name.
  2. 2nd, Get the name of the caller and you need to know what they need.
  3. After knowing what they need, advise them to give you some time to check his/her inquiries and will come back right away and do the call forwarding.

Video & Media#

Call Forwarding to Team IRL.mp3 Call forwarding to Andrew.1.mp3

Notes#

This section is important so Adhoc points and issues can be logged. Also, Q&A can be logged for suggestions for potential issues encountered. Also, log important notes needed for this system. Additional Notes:

Attached here are samples of phone conversation recordings about the process of call forwarding on phone.

Potential Issues:

1 - ISSUE ENCOUNTERED: Stuck on Loading RESOLUTION: Refresh Browser

2 - ISSUE ENCOUNTERED: Broken Links RESOLUTION: Get the external link as this will allow other people to access the SOP without the need for login credentials and avoid broken links.