FERPA Done Correctly

• Confirm that the student's information is authenticated in our information system.

• Perform a 3-step FERPA verification on every call interaction. All FERPA laws and BYU-Pathway Worldwide's confidentiality policies are not being violated.

Case Title is Unique and Relevant to the Question/Issue

• When creating a new case, the case title must be concise and related to the case information.

• If the case was created by another person or the system, the case title should NOT be edited.  

Student Name, ID, and Contact Information Identified

• Attach the correct student record as the customer.

Case Filled Out Completely for Anyone to Understand

Proper Spelling, Grammar, Capitalization, and Punctuation Used in All Interactions

• Communicate with students in complete sentences.

• Use correct punctuation, spelling, grammar, and capitalization.

• Exclamation points may be used sparingly to show enthusiasm and emotion. Only one exclamation point at a time should be used. (e.g., "Congratulations!" instead of "Congratulations!!")

Font Size and Type Consistent Throughout Interactions

• Use a font that is clear and understandable. (Do not use fonts such as Scriptina, Hobo, Papyrus, and Comic Sans.)

BYU-PW Programs and Systems Referred to Properly

• BYU-Pathway Worldwide programs and systems are spelled in title case, such as the following terms.

Includes Appropriate Greeting and Closing, With Proper Empathy and Concern for the Student Shown Throughout

• Use a brief professional greeting and a closing.

Demonstrate Professionalism and a Proper Attitude While Using Common Courtesy

• Do not use smiley faces, emoticons, emojis, and texting slang. (e.g., ya, IDK, TY, :), 😀,📌, ✅)

• Avoid making unclear statements such as: maybe, possibly, I think

• Do not use Pathway jargon and internal terms.

• Do not send internal KB articles.

Include Signature on Written Communications

• Include your name as an agent.

• Include your team name. (If you are currently helping another team, use their team name.)

• Include help.byupathway.edu

Gather Information Effectively to Obtain a Clear Understanding of the Student's Issue/Question Without Making Assumptions and Avoid Unnecessary Follow-Up

Help the Student in Their Selected Preferred Contact Method

• Only the Technical Support Team can contact the student through WhatsApp.

If the Student is Non-responsive, Two More Verifiable Communication Attempts are Made Over a One-Week Period, and then the Case is Resolved with an Explanation to the Student.

• A student will be considered Non-Responsive only if they fail to respond to any form of communication. 

The Information Given is Correct, Concise, Relevant, Updated, and Based on KB Articles, Trainings, and/or Announcements.

• Provide correct information according to KB articles and announcements.

• Direct the student to the correct tool if needed.

• Provide information that is relevant and helpful.

• If the information is from an announcement, instructed by SL, or is not on any existing KB articles, indicate in the notes with supporting evidence.

All Stated Questions/Concerns are Fully Addressed, and Response is Clear, Concise, and Easy to Understand

• Direct the instructions to the student and their concerns.

• If the student has several questions in their case, respond to all questions included.

All Resources are Sent or Provided to Students as Promised (Links, Attachments, etc.)

• Ensure that the links and attachments sent are working.

• If another case was created, provide the case number and the team name the case was sent to.

Respond to the Student within 2 Business Days of the Case Being Picked or Assigned to them

Replies (Comments or Questions) from the Student, While the Case is Still Unresolved, are Responded to within 2 Business Days

Proactively address tasks with urgency and ensure case resolution without waiting for deadlines to hit. 

If Necessary, Attempt to Contact the Student by Phone or Zoom to Speed Up the Resolution or Help Avoid Confusion

Never Allow More Than 3 Business Days to Go by Before Providing the Student with an Update, Unless Different Expectations were Set Clearly with the Student

Communicate the Reason for Any Delays or Work Being Done Internally to Resolve the Issue

Communicate When the Case is Transferred to Another Team, Including Which Team and Why

Detailed Notes About Interactions with the Student, Internal Staff, or Other Institutional Partners

• Include notes in the Timeline section of the case for internal employees to see and understand what steps have taken place to resolve the case.

• The notes should include updates, what interactions occurred, and supporting evidence. Add screenshots if they will help with future understanding of the student’s case.

All Interactions with the Student are Documented and Attached to the Case (Email, Phone Log, Voice Calls, Appointments)

• Links to calls should be provided if they are not directly attached to the case.

Attach Related KB Articles to the Case or Let the SME Team Know When an Article Was Missing or Needed Updates

• Use the correct KB Articles.

• If the KB Article is missing or needs updates, add a note about giving feedback.

• Only use KB articles labeled as “Published”. Do not use KB articles marked as "Restricted".

Select the Accurate Portal Products/Services

Follow All Other Established and Trained Case Handling Procedures.

• Follow the procedures located in the KB articles and announcements.

• Refer the student to the appropriate office or department if needed.

• Follow the procedures for merging duplicate cases.

• Ensure that all calls through the CRM are recorded.

• Follow specific team procedures.

• Do not send emails back to General Support or Advising.

• Work only on cases you picked or were assigned to you.

Answered without delay using the approved greeting (branding BYU-Pathway Worldwide, providing first name, asking how they can help). 

•  Thank you for calling BYU-Pathway Worldwide. This is [first name]. How can I help you?

Student Authentication Completed Properly

• Confirm that the student’s information is authenticated by what is shown in our information systems.  

• Perform a 2-step FERPA verification on every call interaction. All FERPA laws and BYU-Pathway Worldwide's confidentiality policies are not being violated. 

No background noises, was undistracted, and an active listener (responding when there were pauses).  

Never Talked Over The Caller 

Summarized What They Heard To Confirm Understanding  

Expressed Empathy for Student's Issues/s or Frustration  

Asked The Right Questions to Understand the Issues/s Without Making Assumptions 

Checked Student Account To Identify Any Related Tickets (Open or Closed) and Avoided Creating Duplicates 

Created Separate Tickets if The Student Had Multiple Unrelated Issues 

The information given is correct, concise, relevant, and based on KB articles, trainings, and/or announcements. 

• Provide correct information according to the articles and announcements.   

• Directed the student to the correct tool (if needed).  

• Provide information that is relevant and helpful.  

Highlighted Help Center Resources, Such as KB Articles, How to Submit, Reopen, or check the Status of Tickets 

Avoided Unnecessary or Unrelated Conversations and Avoided Keeping the Caller Longer Than Necessary 

Avoided Long Moments of Silence By Explaining the Actions They Were Taking in Real Time 

• Never leave the student questioning if you are searching for something.  

• Avoided silence longer than 30 seconds.

Followed Proper Hold Procedures (Explaining Why the Student is Being Placed on Hold and No More Than 3 Minutes of Hold Without Returning to Provide an Update).  

Took Ownership of The Call By Not Attempting To Transfer the Call to Another Agent 

Ticket Created to Document the Reason For The Call and The Actions Taken By The Agent 

Clear and Accurate Call Summary/Recap Sent to The Student, Including Any Links or Resources Promised. 

Ticket Procedures Followed, Including Escalating, Closing, or Following Up With The Student. 

Proper Spelling and Grammar Used. 

Maintained Professionalism Throughout The Call 

Followed Proper Procedures for De-Escalating an Irate Caller 

Followed Proper Escalation Procedures By Offering To Have A Team Leader Look Into The Issue and Get Back to Them Within 24-48 Hours 

Recapped Any Pending Action Items Left On the Agent Side 

Asked the Caller At Least Once If There Was Anything Else They Could Help With 

Used The Proper Closing (Thanking Them Again For Calling BYU-Pathway Worldwide) 

To dispute for QA Feedback received, please use this link to the QA Dispute Form.