CSR Podium Process

CSR Podium Process 

• Expectations

  • 3-5 minutes response time. (The average phone call is 3-5 minutes, focus on phone call and respond to podiums between calls)

  • The CSR will get email and a notification as well as a pop up informing them of a new podium.

  • There are auto generated reminders starting at 1 minute to help CSR’s with response time. 

• Podium comes in to CSR Department Manager.

• Department Manager assigns Podium to available CSR.

• Open Podium

• Select “Inbox”

• It will bring you to this screen.

• Ensure All Locations is selected in the Locations tab.

• Select “Assigned to You”

• Select the Podium Customer chat box.

• CSR will address all customer concerns.

• Once completed CSR will close out the podium. 

Approved by:

Daphne Grays

Norman

Steven Martin