Emails 

Emails

Agent assigned to Emails will remain offline to handle Email. If there is nothing to be worked on you will need to go available. 

Responsible for:

•  Monitoring incoming emails.

•  Passing on necessary information to co-workers when an email is received that pertains to them.

•  Following up on newly created/completed online orders and RED orders within 30 minutes of receipt of the order email. (*See exceptions)

•  Replying to all applicable emails within 30 minutes of receipt.

•  Adding all booked online inspections to the Quality Check tab in the DTM by completing the Quality Check Form.

•  If you are assigned emails until the end of day, you must post a notice on the VCC indicating the last email that you handled. This is how the morning agent knows where to start.

• Emails need to be handled in the order in which they are received one by one, do not skip over emails when handling to come back to them later. 

* Follow up exceptions:  There are certain companies' online orders that we do not follow up on during specific hours. This can be found on each companies' Procedures page of their info sites.

Quality Check (QC)

Instructions for QC

Responsible for:

• Quality checking all booked inspections. 

• Gathering information that is missing from orders.

• Creating Peer Coachings for agents regarding mistakes made in a booked inspection.

• Calling for Access (if applicable).

• Adding your QC initials and QC notes in the order and in the QCN section.

• Selecting a Status (Done or OFU)

• Moving quality checked orders to the Order Follow Up (if applicable) 

• Completing orders once they've been quality checked.

• Insp+ Added Access

  • • •   Checking that access has been confirmed (making sure to check the date/time access was confirmed matches what is in the order) and emails have been pushed.

Call Backs (CB's)

Responsible for:

•    Returning voicemail calls within NO longer than 30 min of being added. 

•    Adding you CB initials and Action Notes on the outcome of the returned call.

•    If you have to leave a voicemail when calling back you must be sure to send an SMS "Hi (name if given), this is (your name) with (company name). We received your voicemail and were unable to reach you when returning your call. Feel free to reply to this text for assistance or contact us directly by calling (company phone). Thank you - (your name)."

•   Completing the task.

Incompletes/Spectora Incompletes

Instructions for Incompletes

Responsible for:

• Following up on incomplete orders to get them booked.  

• Noting in the DTM under “Action Notes” the result of the follow up call. 

• Choosing a “New Status” after following up. 

• Noting in the AN (Action Notes) who you called and what the outcome of the call was.

• Cancelling the order if after the 3rd contact attempt you were unable to book it.

*The initial call or email counts as 1 contact. After 2 additional contacts were attempted and the order wasn't booked, cancel the incomplete order in the system and choose "Cancelled Quote" in the DTM.

• When cancelling an incomplete for any reason you must be sure to select the correct cancel reason from the drop down. If the option is not listed choose other and leave notes in AN as to why it was cancelled. 

• Adding all booked inspections to Quality Check using the Quality Check Form. 

*Please be sure to check which incompletes are assigned to you by checking the "Assigned To" section for your initials. 

Order Follow Up (OFU)

Responsible for:

• Following up on orders within the Order Follow Up tab.

• All High priority orders need to be followed up on, Medium priority orders can be followed up on if time allows.

• Checking the "Tags", "Action Notes" & "QC Notes" to see what is still needed. 

• Obtaining the information/access needed. 

• Noting in the DTM under “Action Notes” the result of the follow up call.

• Choosing a “New Status” after following up. 

• Noting in the order notes who you called and what the outcome of the call was.

• Checking the complete check box if all needed information has been gathered. 

Unpaid/Unsigned Follow Up

Responsible for:

• Following up on any orders within the unpaid/unsigned tab.

• All items on the unpaid/unsigned tab need to be follow up on as assigned and notated.

• Checking the "AN" notes to see what stage (attempt) we are on for each item. 

• Notating each order as an attempt is made and  how it was made

• Noting in the DTM under “Action Notes” the result of the follow up email/sms/call.

• Noting in the order notes who you emailedSMS's/called and what the outcome of the action was.

• Checking the follow up box for each attempt and the  "Done?" check box if all needed information has been gathered to complete the task.

Closing Shift Assignment

Responsible for:

• Live Calls

• Call Backs

• Emails & SMS

• Any next day OFU and QC

*Handle in the order of priority: 

1. Live Calls

2. SMS

3. Call Backs

4. Emails

5. Next day OFU and QC

Saturday Shifts

• One agent will be assigned to Emails, SMS & CB's *You will need to remain offline unless Emails, SMS and CB's are caught up

• You must work to QC each others orders as there is no QC assignment on Saturdays. 

• The agent not assigned to Emails, SMS & CB's will be assigned to follow up on Incompletes and/or Spectora Incompletes and/or OFU between calls. *Reminder that only an SMS or quote email needs sent to follow up on Incompletes & Spectora Incompletes on Saturdays. 

Sunday Shift

• QC any orders remaining on the DTM

• Handle any incoming calls.

• Handle any incoming emails (starting from the last one handled on Saturday evening)

• Handle any incoming SMS (starting from the last one handled on Saturday evening).

• Follow up on next day OFU's (High, Medium, Low OFU's if time allows)