Call Center User's Guide for the Donations Group

Description

The Fresh Start Furniture Bank Call Center group is responsible for handling web-based queries and e-mail from donors wishing to donate items to Fresh Start Furniture Bank. This guide describes how these contacts should be handled. It is strongly suggested that you play the part of a donor and utilize these systems to understand what the donor would experience.

Workflow

The basic workflow is as follows:

Open Tickets Page Details

This section provides details on all of the various buttons and fields on the Open Tickets page:

Ticket Page Details

This section provides details on all of the various buttons and fields on the Open Tickets page:

Photos

It is important to receive photos of items before scheduling a pick-up. It's amazing how many donors will tell you that their items are in great shape…until you see them. Photos provide a chance to turn down items before the transport team shows up at the donor's house. 

Photos allow you to see if there are obvious rips/tears/stains/etc on an item. You can also tell if something is an antique, beat up, or too large for our clients.

Photos appear at the bottom of the ticket. If you're using a PC, you can place the cursor over a section of the image, and a magnified view of the image will appear to the right. If you're on a device that doesn't have a mouse/trackpad, you can click on the filename above the image. This will open up a separate browser window just containing the image.

The message sent to the donor when they requested a pick-up includes instructions on how to send photos.  There are 2 ways that they can do this:

Update User Settings

On the main page of the Call Center, you will see a link for "Press here to update your account information." When you click on this link, you will see the normal settings to update your account information, plus the following:

call_center_settings.JPG


Revision #5
Created 3 January 2024 10:51:54 by Geoff Schultz
Updated 9 January 2024 11:43:43 by Geoff Schultz