Availability Requirements

• The agent assigned to Emails must remain Available while handling emails, unless the emails are back‑to‑back.

• When there are no emails to work on, the agent must switch their status to Available.

Incoming Emails

• Continuously watch for new emails throughout your assigned shift.

• Handle emails in the exact order they are received — no skipping or circling back later.

• Follow up on newly created or completed online orders within 30 minutes of receiving the order email.

• Exception: Some companies have restricted follow‑up hours. These exceptions are listed on each company’s Procedures page on their info site.

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

• Add all booked online inspections to the Quality Check tab in the DTM.

• Complete the Quality Check Form for each inspection.

End‑of‑Day Requirements

If you are assigned Emails until the end of day:

• Post a notice in Google Chat indicating the last email you handled.

• This ensures the morning agent knows exactly where to begin.

• Add the same information to the DTM under Staff Announcements via:

• SSCC Workzone → Submit Client or Staff Announcement → SSCC Staff

Link to QC Checklist

Review Every Booked Inspection for Accuracy

• Verify that all required fields are completed (company‑specific and universal).

• Confirm that mortgage type, inspection deadline, closing date, and executed‑contract status are answered when applicable.

• Ensure all checkboxes are intentionally marked, unless unable.

• Verify that the inspection type, property details, and agent information match the order requirements.

Gather Missing Information

• Identify any incomplete or unclear details in the order.

• Contact the scheduler, agent, client, or company as needed to obtain missing data.

• Document what was missing and how it was resolved.

Create Peer Coachings for Agent Errors

• Review the booking for mistakes such as:

  • Incorrect inspection type

  • Missing mandatory fields

  • Wrong company workflow

  • Failure to ask required questions

• Create a Peer Coaching entry that:

  • Explains the error clearly

  • Provides the correct procedure

  • Includes examples or guidance for future prevention

Call for Access (If Applicable)

• Contact the listing agent, seller, or other access contact when:

  • Access instructions are missing

  • The order indicates access needs requested

• Add detailed notes documenting the call attempt(s) and outcome.

Add QC Initials and QC Notes

• Place your QC initials in the designated field on the DTM.

• Add QC notes summarizing:

  • What was checked

  • Any corrections made

  • Missing information gathered

  • Access confirmation (if applicable)

Select the Correct Status on the DTM

OFU (Order Follow-Up)  

• Use when additional information is still needed or pending.

Done  

• Use when the inspection has been fully reviewed, corrected, and completed.

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.

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.

*After 3 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. 

Responsible for:

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

• If you call and there is no answer, leave message and then send a SMS as well.

• 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.

• 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. 

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.

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

• One agent will be assigned to Emails, SMS & CB's *You will need to remain available at all times

• 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. 

• 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)