Escalated Process EverHome Mortgage Company Customer Service Training What if the Customer requests a Supervisor? Instead of calling the Escalated Queue, the procedure will be to open the Supervisor Callback task (CSSVCB/CSSPCB). This task should only be opened if the situation is truly a Supervisor matter, or the information is not in the C/S Handbook. Who is going to do my callbacks? The Escalated team will be working callback tasks. Callbacks will be completed within one business day. It is imperative that you obtain a daytime phone number and best time to call the customer back. This information will need to be included in the task, as well as an explanation as to what the callback was regarding and what the customer was informed. How do I get permission to have something faxed into the Escalated queue? Insurance items are the only documents that you should be instructing customers fax to the Escalated Queue, we are giving you ownership of these as well. Please note that you must note the account thoroughly on the circumstances (and the criteria). If any of the following criteria is present, it is OK to have someone fax into the Escalated queue: •If a policy has cancelled. •If a policy will be cancelling within 5 days. •The Customer has faxed the policy over to the Insurance Department more than 3 times (and it is noted). •The Customer states that they faxed their info to the Insurance Department more than 5 business days ago, and it is not in Virpack. All Escalated Faxes will be noted on the account within one business day, so if someone calls to see if their fax has been received, please advise them of this fact. What do I do when a caller requests a Supervisor? If a customer requests a Supervisor, you first need to see what you can do to help them. After all, you will need the scenario if you have to open a Callback task. If the customer still wants a Supervisor, POLITELY advise them that due to heavy call volume, all available Supervisors are busy on Outbound Calls, and that you will be glad to assist them in the meantime. More than likely, you will be able to diffuse the situation by speaking calmly and showing empathy. If the customer is adamant about speaking with a Supervisor, and you cannot resolve the issue, we ask that you open a Callback task. *Please note that all Callbacks will be audited by the management team to determine the validity of the task. In addition, all Callbacks placed by the Escalated team will be recorded. If we determine that the call could have been handled without a Supervisor, a CUSERR will be given. What if my customer is piping mad, won’t let anyone call them back, and REALLY needs a Supervisor at the moment? We will have two individuals set up in the Escalated Queue for true takeovers, such as Presidential. You should also call into the Escalated Queue if you can see on the account that the Customer has called in more than 3 times on the same issue, and it hasn’t been resolved. Please note that there is a big difference between a normal request for a Supervisor and a call that you can tell will turn into a Presidential. If you transfer a call to the Escalated Queue that you clearly could have handled, the two representatives set up in the Queue will be required to open a CUSERR on you. *Please note that all calls that come into the Escalated Queue will also be recorded and audited by the management team. What if I have a question about something? More than likely, the answer is in the handbook. If you have scoured the handbook and cannot find the answer, you have 1 of 2 options: 1. Open a callback task. Be sure to send an email to your Supervisor letting them know that directions on how to handle this situation need to be added to the handbook. 2. See if a member of the Management team knows. Please keep in mind that just because we’re Supervisors, it doesn’t mean that we know everything! We’ll try to help you, but a callback may be necessary anyhow. Do not call the Bridge, even if a Supervisor is up there. Note: Supervisors and managers will also be issuing CUSERR’s if you ask them a question that is in the handbook.