OPPO Oversea Contact Centers Case Tagging Filling Requirement(WCSM)
1. Background
We have always insisted that all front-line agents correctly record every customer's case. Accurate Case Tagging in WCSM will help to collect customers' voices and demands completely, obtain full information for product analysis and improvement, and finally produce products and services more in line with customers' needs. In order to enable front-line agents to standardize and hold consistent standards for Case Tagging, we specially rewrite the specification of Case Tagging.
Assessment Scope：Three modules of WCSM system：Enquiry Cases, Unconventional Case, and Compliment & Suggestion.
2. Content
2.1 Contact Centers Case Tagging Filling Principle
In view of the current format and content of WCSM system, specific requirements are made for filling scenarios and filling specifications of each knowledge window. The following principles must be followed when filling Case Tagging：
All enquiry cases shall be 100% create the Case Tagging, including but not limited to routine consulting (including business consulting and non-business consulting), suggestions and praise, unconventional cases, quality feedback, complaint events, etc.
Information shall be real and effective, no falsification, no fabrications.
Information description shall be clear and definite. Don’t be ambiguous, vague or unreadable.
Fill in information correctly based on the actual situation if the scenario is not clear.
2.2 Contact Centers Case Tagging Filling Requirements
2.2.1 Basic Information
Case Origin：Select it based on the actual origin.
Brand: OPPO by default，some regions have several brands, select it based on the actual brand.
Enquiry type：
1. General Enquiry: Customers call to consult before, during and after sales related issues.
2. Compliment & Suggestion：Customers contact OPPO primarily for compliment & suggestion
3. Unconventional Case：
3.1 Complaint case：Any of the following situations requires record as a complaint case.
A. Customers contact OPPO with a specific complaint purpose, including complaints about product quality, service process, staff, repair, marketing, logistics, etc. -- (Case level - Normal)
B. After more than two explanations and several attempts to appease the customer, the customer still has strong dissatisfaction. --(Case Level - Normal).
C. The customer clearly indicates that the customer's rights and interests are directly damaged due to OPPO's mistakes and dereliction of duty. -- (Case Level -Critical)
D. Involving service taboo and red line areas (Abuse, Dispute, Physical Conflict, Dishonest Behavior, Shirking Responsibility). -- (Case Level - Critical)
3.2 Incidents（Case Level-Major）：Explosion / Fire / Smoke, Battery Leak / Drum, others.
3.3 Sensitive case（Case Level-Major）：Political Risk, Discrimination, Ethics, Legal Issue, Artist Issue, Infringement, Data Storage / Data Security, and other controversial information issues
3.4 Quality feedback（Case level-Major）：
· Known quality events announced by HQ internally.
· Receive batch quality feedback from customers.
Region：Select it based on service region of call, email and chat.
2.2.2 Customer Information
Customer Name：
Unless the local culture does not support active inquiry, it should ask the customer actively in every case. If the customer is not willing to provide, it can be marked as “Unknown".
Record customer's name completely and correctly.
Customer Phone Number / Backup Number :
Inbound：Record customer's phone number completely and correctly, and if customer also provide a backup number, please record it.
Other channels: Record If customer provide phone number and backup phone number.
Gender：Based on actual situation(Voice or Name) and no need to ask the customer. Record “Unknown” if it cannot be confirmed.
Customer Email Address ：
Email：Record customer's Email address fully and correctly.
Other channels: Record If customer provide Email address.
Social Media Account：
Social Media：Record customer's Social media account fully and correctly
Other channels: Record If customer provide Social media ID.
Province / State, City, County, Customer Address: Consult the customer for the address in the case of involving poor cellular network and signal. If the customer cannot provide, keep it blank in Province/ State, City, County, and record “Unknown” in customer address.
2.2.3 Device Information
Product line：
Call：Get and record based on the conversation or if customer provided. For example, customers mention “My phone ......”, then we can choose “Phone”.
Email: Get and record based on the information that customer mentioned in Email.
Chat: Automatic synchronizing, if the customer changes the device, manual changes are required
IMEI/SN：
Problems related to repair, quality issues and customer complaints about product quality must be obtained from the customer and recorded.
The customer has voluntarily provided the information of IMEI/SN, which must be recorded.
Keep it blank if customer doesn’t or unable provided.
Product Series + Marketing Model：
Call：Get and record based on the conversation or if customer provided. For example, customers mention “My Reno 4 ......”, then we can choose “Reno 4”.
Email: Get and record based on the information that customer mentioned in Email.
Chat: Automatic synchronizing, if the customer changes the device, manual changes are required.
Software Version：
Cases involving SOP or troubleshooting steps that require recommended software updates, and the cases that device issues are strongly related to the system must be ask from the customer and record.
Cases that customer has voluntarily provided version information, it must be recorded.
Record “Unknown” if customer doesn’t or unable provided.
2.2.4 Process Information
Customer's Request: Including issue object, issue type, and the specific phenomenon or scenario. (Fill in according to troubleshooting guidance as priority)
Agent's Reply: Including key steps or key information in the solution provided by agent. (Fill in according to troubleshooting guidance as priority)
Tally: Choose tally that most closely matches customer’s scenario. One independent issue marks one tally. Don’t choose more or less.