:Internal Only/Process/RMA

RMA

Agents Expectations

• Agents will not approve any RMA from their SF, LTS , Tier 3 and Team leaders will be the only ones who will allowed to approve their RMA’s.
• Warranty will be covered for customers who purchase their equipment since January 1st 2017 , this Includes all Retailers we have, e.g: (Best buy, On point surveillance, Amazon, B&H photo, BJ’s ). We will cover all of this customers until December 2019
• Costco Customers are priority, we will continue to make all Costco cases sent in Advance, for the other Retailers and Lorex, we will review the item and determine if it is advanced or standard, as well as the 90 days timeframe between Standard and Advanced
• “Next Step” option on the templates will be reinforced to ensure receiving case is understandable for the operation.
• If a customer does not have the POP after expectations are giving, and is complaining about having his replacement created and wants to escalate the situation, the agent would warm transfer agent to CSX for them to take the call and assist the customer
• If Customer is OOW , The agent will offer the following options, 1) upgrade his system with a 15% discount to a whole new system, 2) buy the same unit with a 15% discount, 3) receive an Out of warranty replacement which will include a charge. IF customer agrees to option number 1 and 2, Agent will transfer to the Sales department, If Agents accepts to have option 3, Agent will Warm transfer the call to CSX
• If a customer does not have the POP after expectations are giving, and is complaining about having his replacement created, Agent will Warm transfer to CSX.
• If customer is OOW and after providing expectations, and customer wants to get an expectation that is outside January 1st 2017, Agent will Warm transfer to CSX.
• Agent needs to leave specific notes to state whether the customer wants a POP override, OOW option or a Time Exception
• IF CSX is not available, agent will advise the customer we will escalate the situation and reach back within 1 to 2 business days

Tier 3 Expectations

• If LTS has fulfilled all troubleshooting found in the Manual, SOP, Template, and consider issue should be fixed, LTS will review the Tier 3 queue and if queue is available, the agent in charge of the call will warm transfer the call to Tier 3, who will continue assisting the customer after reviewing the case
• If Tier 3 shows logged in the queue, but assisting a customer, the agent will advise the customer about the case number and the expectation that we would have our tier 3 on the line and advise the customer to await, the agent should only cold transfer in these cases to the Tier 3.
• If Tier 3 is available, he should take all calls that are transferred to him, he should not advise the agent to send emails or advise the agent to continue the troubleshooting with new information.
• If Tier 3 does not show available (not logged in) email will be sent with the case number and the case for him to review and contact the customer to provide a resolution, Tier 3 should not advise CNX to call the customer unless is not after his operation Hours.
• Tier 3 Should change the case to RMA approved and WOT CNX TS follow up, whenever he needs an RMA to be added to the RMA file, Tier 3 will also send an email to the following recipients to prioritize his cases: Manuel Linares ManuelFerney.Linares@agent.cvgs.net ,Brandon Colmenares brandon.colmenaresflorez@concentrix.com ,Jose Gregorio Linares JoseGregorio.Linares@agent.cvgs.net , Jennyffer Castellanos jennyffer.castellanosalfonso@concentrix.com , Silvia Amado silvia.amado@concentrix.com Mario Rozo mario.rozocarranza@concentrix.com , Daniela Gutierrez Daniela.Gutierrez@agent.cvgs.net

CSX Markham Expectations

• Markham will start receive calls from POP override, OOW option or a Time Exception override
• Email will be sent will all the escalations received after HOO, CSX will contact the customers to complete the proccess within the 1-2 business days as stated

Questions and Clarifications

• What the customer wants to purchase the same unit as OOW option, but the warehouse does not have it, We do not have any way or file to see what items are available or not, Would CSX still handle those interactions and offer something different ?
• We get customers asking for the pricing of the OOW option when we offer it, what should we stay in these cases ?, should we advise that the tier 2 team has more information about it or should we get some expectations to provide to the customers
• If customers asks if the unit is refurbish, what would be the expectation to provide to them ?
• Should we send the information template before transferring to CSX, if so, if customer has not replied but still needs assistance should we still transfer the call back to Markham ?