Phone Processes
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      1. Lango Learning
      2. Customer Care
      3. Phone Processes

      Handling Invoicing and Contract Calls

      This article covers best practices for handling invoicing inquiries and service requests, including information gathering and internal communication.

      The caller is calling about an invoicing issue

      This guide outlines the process for handling invoicing inquiries from clients and interpreters. Since there is no direct line to the Accounting team, all inquiries should be directed to the appropriate team after gathering essential details. 

      • Client
        • If a client is calling with an invoicing issue, currently there is no line for the Accounting team, please let the customer know that we need to take in the details for their inquiry and send it to the proper team who will get back to them. Please ask for the Account Name, Client Name Email/Phone Number, and Invoice Number. Once you have all of the necessary information:
        1. "Thank you for providing me with the necessary details. Currently, we don’t have a direct line to the Accounting team, but I can certainly take down the details of your inquiry and forward them to the appropriate team. They’ll get back to you as soon as possible.”
      • Lango Pro
        • When an interpreter reaches out with a question on invoicing or an issue, please get their Name, Email/Phone Number, and Invoice Number and email our accounting team.
        1. "Thank you for reaching out. Currently, we don’t have a direct line to the Accounting team, but I can certainly take down the details of your inquiry and forward them to the appropriate team. They’ll get back to you as soon as possible.”

       

      The caller is calling about a contract (vendor/client) issue

      This guide outlines the steps for collecting key information before transferring a call to the appropriate department. It includes details to gather from vendors and clients, and provides instructions on how to manage the transfer process smoothly. The guide also emphasizes the importance of clear communication and follow-up to ensure the issue is resolved effectively.

      Collect the following information before transferring to the correct department:

      • Vendor

        • Name
        • Contact information
        • Legacy brand/region
        • Details on issue
        • Name of person they are already in contact with if they have already started a conversation previously

      • Client

        • Name
        • Contact information
        • Name of account
        • Legacy brand/region if not already known
        • Details on issue
        • Name of go to contact person within Account Management/Execs if conversation has already started

      • Talk the caller through the next steps:

      “Thank you for that information and please accept our apologies for the inconvenience caused. Now that I have more details, I will place you on a brief hold while I seek to connect you to someone who will have insight to your contract and can better discuss the situation and help find a resolution with you. I will connect you once I relay the information you have already given me to better bridge the communication. One moment.”

      • Proceed with placing the caller on hold and WARM transferring to the correct individual if known, if unsure then WARM transfer to the correct BU/department. Once they answer, relay the issue and transfer once ready.

      • After the transfer, follow up with a Zoom message containing the callers contact information and a summary of the issue to the person transferred to.