APPOINTMENT HANDLING: 

• please make sure to always check the appt details/description for us to avoid missing out on any DNS services added by the cx. or follow-up appointments that were resent out. REVIEW NOTES AND THREADS THOROUGHLY

NOTATIONS: 

• Please make sure to NOTATE ANY comms with cx or tech and DO NOT JUST post on Slack threads. Notate every comms from calls, chats, emails, or SMS. 

For inbound and successful Outbound only where you spoke to an actual person)

Call direction:  (inbound or outbound)

Caller name and type: (who/where are you calling to)

Reason for call: (why are they calling or why are you calling them?)

Summary of Call and steps taken to resolve issue:

Next Steps to take and when: 

For daily updates and unsuccessful outbound (VM, CBR, No answer)

Current Status:

Reason for Update:

Scheduled Date:

Action Taken: 

CHAT HANDLING 

• Read the notes and backtrack chat before responding

TIR SUBMISSION:

• Please make sure to submit TIRs for technicians accordingly. This is being closely monitored by the Technician Engagement team.

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QUALITY ASSURANCE: 

• Please make sure to abide by the criterion and make sure to follow the guides and steps on handling calls.