CS Update: New Call Listening Process – Effective Immediately

We’re pleased to share an important update regarding the process for handling tickets that require a call to be listened to.

🔄 What’s Changing?

Effective immediately, there is no longer a requirement for CS AU or EU to escalate these tickets to Agent Support. Instead, these tickets will now be transferred straight to the Resolutions Team, who will listen to the call and provide findings before handing the ticket back to the Support Team for resolution where appropriate.

📚 New Step-by-Step Process for Call Listening Tickets

🔑 KEY REMINDER:
If appropriate, please always aim to resolve the situation with a Quick Resolution promo code first. If that’s not possible, proceed with the following steps.

➡️ STEP 1: Confirm the issue cannot be resolved with a Quick Resolution promo code.

➡️ STEP 2: Complete all ticket housekeeping

• Link the booking
• Add clear ticket notes and subject
• Confirm correct customer details
• Check for and merge any duplicate tickets

➡️ STEP 3: Initiate the Transfer Department flow

• Ensure the priority score reflects the urgency
• Provide detailed transfer notes including:
  • Summary , Issue, and What's Required?
• Summary: Credit Validity Dispute
  Issue: Customer says a longer validity was offered over the phone
  Required: Confirm if extended validity was mentioned during the call
• Summary: In-house Inclusions Dispute
  Issue: The customer is claiming that were reassured the inclusions were available to all guests on the phone call with the sales agent
  Required: Check if inclusions were confirmed by the agent

➡️ STEP 4: Click Transfer

❓ What Happens Next?

The Resolutions Team will:

• Listen to the relevant call
• Document their findings in the ticket
• Decide if they will continue managing the ticket or return it to Support

🎯 If the Ticket Returns to Support:

The Resolutions Team agent will:

➡️ STEP 1: Add a summary of the call findings to the ticket

➡️ STEP 2: Re-initiate the Transfer Department flow

• Group: Select the team that originally handled the ticket
• Priority: Ensure it’s accurately set
• Notes: Provide updated Summary, Issue, and what is now Required

➡️ STEP 3: Click Transfer

Please visit the Zendesk Knowledge Article:
Calls Requiring Investigation

If you have any questions, please reach out to your TL.

📧 This update was also communicated via email on 26th June 2025, titled "New Call Listening Process – Effective Immediately" sent by Riley L (Customer Experience Operations Leader).