The Baltics

License Plates:

Estonia: https://eteenindus.mnt.ee/public/soidukTaustakontroll.jsf

Latvian and Lithuanian cases you need check from MMCR (with phone number/email) or with license plate from Sirius, and if you can't find the vehicle, ask VIN/FIN number from customer.

S24h Dispatch Rules:

For technical breakdowns in the Baltics we call the workshop up to 125 km from the breakdown location.
If you can't reach them, dispatch case to ARC.

If you can't reach the workshops in Lithuania or need to discuss about something urgent regarding RSA case, please contact Monday to Friday 7-19 EET.

Paulius +370 620 22769
Vidmantas +370 611 04031

Payment cases:
The process is the same as in the covered technical cases above. Try to dispatch to the workshop and if not answer, then to ARC.
But remember to log it well and inform Tech or WS also in phone call about payment case.

Replacement vehicles:
When the workshop is open, they will arrange replacement vehicle as RSA provider. You can always arrange 2nd benefits from ARC if the workshop is closed.

In case you would need to use translator, you can find the numbers and process below.

LANGUAGE LINE - CONFERENCE CALL

For Estonian customers we will use Falck Estonia as the translator service.
For Latvian & Lithuanian customer we will use the Language Line as the translator service.

The translator does not know anything about our operational and will only be translating to the customer what we need of information. So you need to be really clear in your communication to the translator, since we can't expect they should know anything or know what we mean.

How to make a conference call:

CLIENT CODE: 681415

Falck Estonia:
Phone number:
+3726979198 - ESTONIAN

Language Line:
Phone numbers:
+442034674696 - RUSSIAN
+442034674697 - LITHUANIAN
+442034674698 - LATVIAN
(Russian included since a lot of customer in these countries speaks Russian)

Conference call to language line:
- Click on the transfer arrow.
- Insert the number you would like to call.
- Click on Consult.

You are now calling the language line, while the customer is on hold.
When the language line has picked up and is ready, click on All, and you will now all be in the call.

In Genesys you will also find an article explaining the usage of the softphone.
https://help.mypurecloud.com/articles/make-a-conference-call/

EMAIL TRANSLATION:

In Baltic markets we are using TP's translation tool https://storyfai.ontp.app/ and providing our Baltic customers service in their own native language. All email communication that customer starts in other language than English, we match their language. If customer emails us in English, we can continue in English.

You will find under this email a list of pre-approved messages saying " This text has been automatically translated by machine to English, as our customer support does not speak *LANGUAGE* as a native language. If you want to continue in English, please let us know." This message needs to be included in every email send in translated language.

Before sending the email to a customer remember to preview it and see that it makes sense on how it has been laid out (for example the system has pre-filled the greeting). Of course, you won't be able to proof read it, but lets do the parts we can.

Latvian: Šis teksts ir automātisks mašīntulkojums no angļu valodas, jo mūsu klientu atbalsta dienestam latviešu valoda nav dzimtā. Ja vēlaties turpināt angļu valodā, lūdzu, informējiet mūs.

Estonian: See tekst on automaatselt tõlgitud masinaga inglise keelde, kuna meie klienditugi ei räägi eesti keelt emakeelena. Kui soovite jätkata inglise keeles, andke meile sellest teada.

Lithuanian: Šis tekstas automatiškai buvo išverstas į anglų kalbą, nes mūsų klientų aptarnavimo tarnyba nekalba lietuviškai. Jei norite tęsti pokalbį anglų kalba, informuokite mus.

Below are instructions on how to use translation tool:

Link https://storyfai.ontp.app/ will lead to login page, use your emea email address (lastname.number@emea.teleperformance.com)
Write your text to spot 1. and then choose language you want it to be translated 2, finally press 3 to translate
Final result