Everyone needs help every now and then. Help is what allows teams to achieve their goals on time and (in some cases) sooner than intended. As you may heard from our recent post, Winter Shopping is Coming. This will involve another season of product returns, fraud prevention and personal shopping for reliable dispute management software. And to make this season more challenging, merchants are searching for temps to help manage the (not surprisingly) excessive dispute volume that originates from holiday shopping.
This post will explain how to train temps to work well with your dispute management team. The main challenge temps face is understanding a company’s workflow, obtaining customer knowledge, and developing dispute expertise.
Why Should Temps Learn About A Company’s Workflow?
One misconception about dispute management is that it is confined within your team and their proceedings. However, dispute management is a holistic method that involves multiple teams that can prove a transaction was legitimate. Teams that are involved can include, but not limit to:
- Customer Service
- Finance and Accounting
The exact teams involved will depend on the disputed transaction. But it is advised for temps to know how a company’s workflow functions within and across different teams. That allows them to know what compelling evidence to retrieve from customer service, sales, marketing, and so on.
So what should your temps know about a company’s workflow? For starters:
Every team has a data trail that outlines their engagement with customers. For example, customer service will record their progress of resolving tickets while logistics regularly updates their inventory records. It is important to give temps an understanding of how data flows within their team, and which teams receive said data for additional usage.
It is equally important to inform them where the data is stored and who has access to pull data. All merchants tend to benefit when data is consolidated all in one place. This allows your temps to pull data from one or few sources when they draft their chargeback response.
Why Should Temps Learn About Customer Knowledge?
Whether your temps are hired for a few weeks or a few months, you should invest time in thoroughly educating them about the customer. But customer knowledge does not just involve knowing ‘who they are’ and ‘what are they purchasing behaviors.’ It also involves knowing ‘what disputes are commonly filed during holiday shopping’ and ‘what was the win rate of those disputes during previous holiday shopping.’
Your team can use one of two approaches to educate temps about this type of customer knowledge. Both approaches will require some analytical skills, so it will be great to ensure your temps are comfortable with reading and crunching some numbers.
The Unilateral Approach
This approach is primarily a one-way approach. Here, your fully-employed team will educate the temps, and the temps will apply their skills based on what they heard. The temps may ask questions, and the team will answer accordingly.
This approach works if you want temps to focus primarily on chargeback responses and dispute resolution. In shorter terms, this approach works if you want temps to focus on execution, rather than strategy development.
Few Tactics for a Unilateral Approach
In order for temps to effectively execute, they will need to know exactly what they are executing against. The primary target in any dispute will be its associated reason code. If their response fulfills the requirements to overturn a chargeback, your temps will extremely effective in dispute management. Feel free to have them read our reason code guide in order to know how to respond to any dispute.
Your temps can also execute more seamlessly when they have templates to explain where to include their rebuttal and compelling evidence. Not every reason code will ask for the same evidence, and not every dispute (i.e., fraud vs. consumer dispute) will be formatted the same way. Fortunately, your team does not have to waste time review every card network rule and regulation. We also have chargeback response templates to help speed up the dispute process.
The Collaborative Approach
The collaborative approach is meant to have your temps participate more within your dispute team’s workflow. But instead of just being responsible for execution, they will also be involved in strategy development. How much they should be involved will depend on your objectives and your demand.
Few Tactics for a Collaborative Approach
This approach will involve the same tactics as mentioned in the previous section. But there are tasks that you can create in order to use a collaborative approach.
Let’s say you instructed your fully-employed team to look at the disputes they have managed within the past three holiday shopping seasons. They crunch some numbers, fill in a few buckets, and present their findings to you and the temps.
Now that your temps have a good understanding of the most common disputes your team as managed, they can help your team uncover more findings and contribute in building a strategy. Here are some questions your temps can help answer:
- What kind of products/services have been disputed within the past three holiday seasons?
- What percentage of these disputes were a result of a merchant error or true fraud?
- How much revenue was lost from disputes? How does it compare by dispute category and by each holiday season?
Collaborative tasks like these can help increase your temps’ productivity. Instead of just telling them ‘how to respond’ or ‘how to issue refunds,’ you are giving them a chance to contribute and recommend what strategy should be in place. This not only helps build your temps knowledge about disputes and customers; this also helps you groom potentially new members of the dispute team.
Why Should Temps Have Dispute Expertise?
This is topic is perhaps the most challenging. Dispute expertise is often available from another team from another company with a different workflow. Sometimes their workflow and objectives may not align with yours, and that only wastes time on creating dispute expertise. That is why it is more beneficial to empower your dispute team and temps internally.
The first step is to have the resources available to explain every reason code they will manage. The next step is have tools that adapt to your company’s workflow and your employee’s customer knowledge. That alone can help your temps enhance their dispute management skills. And a tool that provides dispute expertise will be help your team lower their dispute ratio, improve their win rate, and have more time to enjoy (rather than worry) about the next holiday shopping season.