Who Is ECR?
Though there may be several, name 2 sources of where a customer complaint may be received.
Company Executives
Regulatory Agency
CDC, Social Media, Direct Customer contact, contacts to corporate, OTK, Legal
Where are you able to add and update customer contact information?
Customer Tab
What is a Regulatory Case?
Formal customer complaints filed against the company.
What is the initial contact time for a general case?
If received by 3pm, contact is required same day.
If received after 3pm, contact is required by 12noon the next business day.
Finish this statement:
If you touched it and its important to your decision ______ ____ in your case.
Include it
How much time are you given to resolve Generals, Executives and Regulatory case types?
General - 4 days
Executives - 3 days
Regulatory - depends on the agency
Where will you find the "customer's complaint"?
In the worklog - under "customer complaint" or as an attachment.
Give 2 examples of cases that are considered High Priority?
Executives
Legal
Fairshakes/Notice of Disputes
Regulatory
What is the initial contact time for an Executive case?
Within 2 hours of the email/ticket?
Best Practice: Email*
Why is it important to keep your case up to date in real time?
Just in case you are OOO someone will be able to support you.
What is your credit limit?
up to $300.00 - use with discretion and justification
What is the "next action" column and why is it important?
This allows for you/management to see what your intended next action will be, without having to access the case. Helpful for the management of your case.
What is the difference between a Dual vs Task?
Dual assignments are cases that requires drop down selections and resolution details to be entered by the partnering team member
Tasks are tickets that updates to worklog only does not require drop down selection and resolution details
What is the initial contact time for a regulatory case?
within 24 hours of the ticket being created
Where will you go to get a grandfathered package restored to an account?
ECR/ECE Manager ECM chat.
Use with discretion and justification.
What are the primary metrics?
Initial Contact
SLA (service level agreement/Deadline)
Ticket Success (Incomplete)
Repeat Calls*
What are the primary ticket statuses and what do they mean?
Assigned - New assignment
Acknowledged – Received and accessed by assigned agent.
Pending on – working
ESL QA – resolved and pending corporate's review.
Legal Review – Legal Review
Incomplete (Ticket Success)
What is the difference between the ESL vs ESLI
ESL tickets are cases that requires drop downs, resolution details, multiple contacts and houses documents.
ESLI (Inquiry) tickets are quick hits that captures customer complaint and what was done to resolve it during that interaction. Does not require multiple contacts
What is the best practice regarding initial contact times (regardless of when the case is created).
Make sure all cases are in pending on by the end of your shift (leave none in assigned status).
Will be needed on case-by-case basis
In such cases, you will likely be engaged throughout the process as you will be engaging the Leadership team on the request. Proceed as directed.
Required on NOD cases for credits over $500.00 – see the process above.
Referred to as CXSO, where are our customers primarily located? (for now..)
Northeast & West Divisions (unofficially, NEST)
Where will you find dual/task assignments
Dual - "dual cases assigned to me"
Customer Look Up
What are the directions for initial contacts?
3 consecutive attempts on different days; using all resources available (email, phone).
Be sure to update each with their own line to reflect your efforts
What are the case types you will be expected to work?
Generals
Executives may happen from time to time.
You will not be expected to work Regulatory cases for now...