Groups: Contact Counter (CC), Technical Division, All Employees
Inquiry Response Process
This process defines how a contact center responds appropriately to direct emails from clients as well as inquiries from website forms. The created response is checked by a peer and automatically sent. Technical advice is sought when necessary. Furthermore, after the response is sent, the leader’s judgment on quality & time of response is recorded and saved.
. FAQ Addition Process
Frequent inquiries are published as FAQs, and used to promote independent solutions by clients as well as ensure correct responses by employees. As FAQs are offered publicly, the content should be accurate and clear, with time allotted for accepting comments from within the company.
. Study Group process
This process is for sharing information on new products and services. The technical division initiates the process and the leader collects participants and holds the study group. Recording the materials used and questions asked not only enables users to look back at the sessions, but also lets employees who were not able to attend see the content and summary of the study group.
. Official Twitter Posting Process
This process is for posting a tweet from the company’s official account, for word-of-mouth advertisement and branding. All employees can log into the official account. Ideas are pooled and improved for stable twittering.
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