Project Main Details
2012-05-31 00:55:43 GMT 2012-06-01 12:00:00 (GMT -05:00) Eastern Time (US & Canada) Yes (click here to learn more about ) Closed 0 0 0 direct invitation(s) have been sent by the voice seeker resulting in 0 audition(s) and/or proposal(s) so far. Voice123 SmartCast is seeking 15 auditions and/or proposals for this project (approx.) Invitations sent by SmartCast have resulted in 0 audition(s) and/or proposal(s) so far.
• Audio files must be delivered via email
Once his call his answered, the Service Professional Process begins…
Julie, our Service Professional, proceeds to the CLIENT TOOL screen, titled ****. Julie enters Mr. Smith’s Credit Card number… copies it… then hits “ENTER” and wait a few moments for Mr. Smith’s account to pull up.
When Mr. Smith’s account pulls up, a list of IDENTIFICATION QUESTIONS populates in AESP. To establish that she’s talking to the correct John Smith, Julie asks an important question:
With Mr. Smith’s ID established, Julie transitions to the Circles Customer Database by hitting ALT-TAB on her keyboard. To populate the Circles Customer Database with Mr. Smith’s member profile, she pastes his credit card number in the appropriate field.
Next, Julie clicks the “OPEN SERVICE REQUEST” tab. The first screen prompt she encounters will ensure that Mr. Smith receives all communications and confirmations in a timely and convenient manner.
Julie takes time to explain the benefits of the SMS text message program.
With the nature of Mr. Smith’s request confirmed, Julie opens a SERVICE REQUEST. She determines the SERVICE REQUEST TYPE, DINING RESERVATION, and then asks a series of relevant questions:
After filling in the necessary intake fields, Julie SAVES her progress. Next, she clicks on the “LAUNCH SEARCH” tab to search the Circles Knowledge Base, INSIGHT, for information on CRAFT, Los Angeles.
After a brief search, Julie discovers that CRAFT, Los Angeles may not yet exist in the INSIGHT knowledge base. It’s time to search for the restaurant in the database of one of Circles’ partners. In this case, Julie selects OPEN TABLE. She finds the restaurant “CRAFT,” and confirms the restaurant offers outdoor seating and makes reservations online. Naturally, Mr. Smith is curious about Julie’s progress:
Julie puts Mr. Smith on hold. She contacts CRAFT, Los Angeles to confirm the reservation and request outdoor seating.
The call has reached its end, but Julie’s work isn’t done. She toggles out of OPEN TABLE and into INSIGHT, where she adds “CRAFT, Los Angeles” into the Circles Knowledge Base “COLLECTION.” Next, Julie chooses the appropriate fulfillment resource, which in this case in OPEN TABLE.
Once “CRAFT, Los Angeles” is successfully added to INSIGHT, Julie prepares to send Mr. Smith his call’s results via SMS text message. She performs a mandatory spell check to ensure the text is representative of the professional service Mr. Smith deserves.
Once the SMS text is sent, Julie toggles back to the Circles Customer Database to close the service request, but with all her toggling – and her desire to be ready for a variety of customer needs - there are 11 different windows open…. When Julie reaches the Circles Customer Database her Screen freezes up!
When the database recovers, Julie logs all the activity from her call to the restaurant. She confirms that she placed an OUTBOUND call. She clicks “RESPONSE” and logs how Mr. Smith’s results were delivered. Finally, she answers the most important question of the day: Were Mr. Smith’s needs met?
When Julie closes the service request, an SMS text is sent to Mr. Smith to confirm his dinner reservation, and the Service Professional Process is complete.
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