This document provides an overview of Chipsy Company and the roles and responsibilities of agents in its contact center. It includes the following key points: - Chipsy Company is a leading potato processing company in Egypt with factories established in 1980 and owned by PepsiCo. - The contact center handles customer complaints about product quality issues reported via a phone number on packaging. It also fields inquiries from distributors about products, pricing, and delivery. - Agents are responsible for collecting details of inquiries or complaints, including the customer or trader's name, contact details, and address or trader documents depending on the call type.

1. ChipsyTraining Manual

2. AgendaClint BriefProductsCall TypesContact Center Role Complaints

3. Client BriefChipsy Company :A leading company in the field of potato processing and food industries, Chipsy factory was established in 1980, diversifying its products, and PepsiCo International is the owner of the brunt of Chipsy, and now there are manufacturers company in the 6th of October City and in Assiut, and management in Dokki.Via number 25222203, located on the packages, where customers call to report complaints concerning the quality of the product or packaging. As well as distributors and traders can use this number to report complaints or requests for Chipsy standsProducts

4. ProductsChipsyProductsChipsyProductsChipsyOther ProductsChipsyTypes of CallCustomer want to get a job, make school trip, Chipsy sponsor ship of party etc….. Calls related to complaints from the products quality . Such as strange , rusty flavour or any foreign matter inside the product .

5. Types of CallTraders asking about products, price of products, the time of bring products etc….Traders compliant from ; product prices ,Drivers , Lateness of delivery , defects in products. Traders asking about stand, the time of bring stand etc….

6. Contact Center Role

7. Contact Center RoleThe agent have to collect the details of the inquiryThe agent have to collect the details of the complaint ( Defect Reason – Details )*In All call types ; the agent should collect customer’s name , contacts & address

8. Contact Center RoleThe agent have to collect the details of the inquiryThe agent have to collect the details of the complaint (Reason – Details )The agent have to collect the details of trader’s documents ( Tax ID , Commercial Record , Electricity bill , Shop licenses & Trader ID )*In All call types ; the agent should collect customer’s name , contacts , address & Shop name

9. Complaints

10. Complaints

11. Complaints

12. Thanks &Good Luck