Processes

Incident Management (911/912)
TABLE OF CONTENTS Purpose:    Definition of a 911:  Reporting an Emergency Incident:  Response to an Emergency Incident Report:  Communication Templa...
Tue, 3 May, 2022 at 8:52 AM
Internal Contacts By App
The list below will provide you with contacts on who to forward issues to based on the application. Application Responsibility To Field CC Fie...
Sun, 1 May, 2022 at 10:15 AM
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
Workflows
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