During Your Call
Our Support Team agents try their best to make your support phone call successful and as pleasant as possible. To do this however, we need you to contribute to the phone call. This article discussed the best practices and tips for having a productive support phone call with us.
Phone etiquette and language
Our Support Team call operators are highly-trained and patient with customers from all types of backgrounds. They attend regular refresher courses and training sessions to ensure our high level of customer communication is maintained.
While speaking to our Support Team members on the phone, we expect you to use language that is polite and inoffensive.
Important Warning:
Verbal abuse towards our Support Team members, the company, or any of our partners will not be tolerated. If you are being offensive on the phone, our Support Team members will disconnect the call and you may not be able to access phone support again. Bissesar Technologies Limited will fully support any staff member who wishes to file a police report for verbal abuse, including providing the recording of any phone calls for evidence.
Recording phone calls
All phone calls to our Support Team are recorded. We do this to review the performance of our Support Team members so we can improve our service delivery. Copies of phone call recordings will be kept for the maximum duration allowed by New Zealand law.
The recording of your phone call may also be provided to you on request if allowed by New Zealand law, as long as a copy of it exists on our system.
Discussing your issue
Please ensure you speak about your issues clearly so our Support Team member can take notes and finalise a resolution quickly. If you are unsure of any technical terms relevant to your situation, please use simple English. Our team member can ask you questions if necessary so that they understand your issue accurately.
Resolution
If your issue is minor and can be resolved by the team member who is assisting you, you will be provided with a resolution on the phone call. If they need to escalate your case to another team member or agent, your call may be transferred to the agent or department if they are available to assist you. If they cannot take your call at the time, the team member assisting you will create a ticket and the relevant follow-ups will be made by calling you back.
Please take notes if any resolution is provided on the phone call to avoid delays in resolving your issue.
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