Embedded Files
Description
The purpose of this Standard Operating Procedure (SOP) is to outline the process for handling threats of any kind from a caller from any engagement.
Contact Center Process
Floor
For any call of any type that you take, if a caller is threatening legal action, harm to themselves or another, media attention, or anything else alarming you need to immediately report this to a Team Lead including the following information:
Caller name:
CBN:
Threat being made:
TL on duty:
If an agent reports a call of concern such as legal, physical, or media threats against anyone to you we need to begin a line of IFTTT. If any caller is in immediate life-threatening danger, advise to hang up and call 911 immediately.
The TekSystems Team Leader or Manager will then provide any communicated threat details to the follow individuals with any details such as callers name, telephone number, what transpired up to the point of the threat, date/time of the call and any additional information that can be gathered at the time of the call. The threat should be escalated immediately.
Vanessa Hyles vanessa.hyles@tylertech.com
Jake Evans jake.evans@tylertech.com
Terry Rybold terry.rybold@tylertech.com
Page updated
Google Sites
Report abuse