Incident Management (911/912)
TABLE OF CONTENTS Purpose:    Definition of a 911:  Reporting an Emergency Incident:  Response to an Emergency Incident Report:  Communication Templa...
Fri, 22 Jul, 2022 at 2:38 PM
Internal Contacts By Department
The list below will provide you with contacts on who to forward issues to based on the application. Department Responsibility To Field CC Fiel...
Wed, 13 Jul, 2022 at 1:43 PM
List of Call Center Scenarios
Below is a list of scenarios on what a call center agent should do in that case. If that process is not followed, then an escalation email with all the deta...
Sun, 17 Apr, 2022 at 12:32 PM
Complaint Call Review
From an investigation perspective, it is best to assume the agent is guilty until proven innocent. Your goal should be to provide the client with accurate a...
Sun, 24 Apr, 2022 at 4:18 PM
Below are links to charts for common workflows. Chart Purpose Link Call Routing Basic Open/Close flow chart for incoming calls Link Basic C...
Sat, 23 Apr, 2022 at 4:49 PM
Voicemail Tickets
Our phone system sends voicemail to FreshDesk which turns into a ticket. Unfortunately there is not much information on the ticket so if you are reviewing a...
Fri, 15 Jul, 2022 at 10:50 AM
Ping Agent Support Troubleshooting
Sun, 5 Jun, 2022 at 3:50 PM
Report Coaching Requests
There are times where you may be reviewing a call and think "This needs to be a coaching request". Complaints equal approximately 0.0006% of t...
Tue, 21 Jun, 2022 at 12:04 PM
Fresh Desk Ticket Processes
This is going to be a little long winded but we do have processes in place to perform certain actions on Fresh Desk tickets.  The most common scenarios are...
Wed, 6 Jul, 2022 at 8:58 AM
Which Team Should You Assign Certain Tickets To?
When viewing Customer Support tickets, a lot of the time, we will receive tickets that do not belong to us. When tickets come, whether it is a voicemail or ...
Mon, 8 Aug, 2022 at 4:28 PM