CES/CSAT

Knowledge Articles

100

A customer calls in and wants a destruction estimate 

Creating a Price Estimate

200

The customer wants a list of their boxes 

Inventory Report 

300

The customer wants to move there OUT boxes to PW

Update Inventory from OUT to WTH Status

400

The customer wants to destroy all their inventory and end service 

Account Closure or Termination Request 

500

The customer has an account with us and wants to create a new account to transfer part of the inventory to another account.

Separation of Accounts, Services, and/or Inventory Transfer

Call Flow

100

Thank you for Calling Iron Mountain! My name is Justin. How may I assist you? Is an example of...

Iron Mountain's standard greeting 

200

Is there anything else I can assist you with today is an example of 

Closing the call

300

Did you know we have a tool where you can check your invoices online is an example of

Educating the customer 

400

I have updated your records with the correct billing address is an example of 

Solution 

500

Use the customer's name throughout the phone call is an example of

Full Discovery

Escalations

100

You are assisting a customer on the phone and despite your best efforts, they would like a supervisor. 

Create a case and send an email from the case to your supervisor with all the customer's details and issues. We will also keep the case open to assist with the customer and own there issue

200

we use this tool to reach out to the market 

Market escalation sheet

300

A customer has an RM closure case and they want it escalated we reach out to 

1st Escalation Contact Team Lead: Janet Burgos or Dante Reed

400

Escalated Sales Lead form to

Katie Gillespie

500

You get a call from a customer regarding a case that does not belong to our team. You try to assist but the customer wants to talk to ta supervisor. 

Reach out via chatter or email to the agent and their supervisor

Systems

100

Where we check authorization and info windows 

SKP

200

Application to pull invoices via pdf

Billtrust and evault 

300

Where knowledge base articles are located

Salesforce 

400

We go here to pull an Open AR and to make sure invoices are paid 

Oracle cloud

500

Where we go to get a COI

Archer

Miscellaneous

100

When you don't understand the ask on your case 

Call the customer or chatter the rep

200

Before reaching out in the sac chat you should 

check your resources 

(kb, search chat, notes, CIC)

300

This can effect your csat score 

Not calling your customer and Not following up with the customer in a timely fashion 

400

CSAT Goal

61%

500

CES Goal 

51%