Difference between revisions of ":SF Intro"
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===L.O.M.C=== | ===L.O.M.C=== | ||
===Case Criteria=== | ===Case Criteria=== | ||
| − | Level 0: Pre-Sales or calls where customer is not at system location, and just wishes to discuss the issue. Impossible to resolve in one interaction due to customer’s location. Level 0 cases will never be subject to L.O.M.C | + | ;Level 0: |
| + | :Pre-Sales or calls where customer is not at system location, and just wishes to discuss the issue. Impossible to resolve in one interaction due to customer’s location. Level 0 cases will never be subject to L.O.M.C | ||
Example: Customer lost remote access, but doesn't have any of the system information, and is not at system location. | Example: Customer lost remote access, but doesn't have any of the system information, and is not at system location. | ||
| − | Level 1: Basic cases that do not require a remote login, and can be resolved in under 20 minutes. | + | ;Level 1: |
| + | :Basic cases that do not require a remote login, and can be resolved in under 20 minutes. | ||
Example: | Example: | ||
Revision as of 16:34, 8 December 2017
Contents
TS Overview
L.O.M.C = Land of Misfit Cases
L.O.M.C cases are subject to, “sniping” where after a certain period of time, the ownership of the case will change. After criteria is met, the case will be subject to the L.O.M.C. Based on the call volume, and everyone's performance, we should be able to improve the time it takes for a customer to get to a resolution, as well as sharing information in a hopefully more organic less rigid format. The better we all communication the better this system will work.
L.O.M.C
Case Criteria
- Level 0
- Pre-Sales or calls where customer is not at system location, and just wishes to discuss the issue. Impossible to resolve in one interaction due to customer’s location. Level 0 cases will never be subject to L.O.M.C
Example: Customer lost remote access, but doesn't have any of the system information, and is not at system location.
- Level 1
- Basic cases that do not require a remote login, and can be resolved in under 20 minutes.
Example:
Level 2:
Level 3:
Frontline Options
DahuaWiki: The solution should be here somewhere. If it isn’t, or it's tough to find, let us know!
LearnDahua: Was the solution covered in the training material?
Options(Level 1 or above)
Phone a friend*: Reach out to a coworker, document any helpful feedback in the case. Send follow up email to customer.
Hands On: System is available, and the testing can realistically be done. You found the solution by getting on the system itself!
Ask Group Chat*: Ask the collective team if they have any information that would be helpful in resolving the issue.
Helping Hand: Escalate the case to any team member able to resolve the case in a timely manner, and willing.
Insisting: Escalate a case via Manager. (Case will be assigned to an appropriate agent after MGMT review. Assign case to ADMIN SYS.)
Options(Level 2 or above)
xxx
Options(Level 3 or above)
xxx
- Note: Original ownership of case does not change.
Cases unresolved without escalation tagged=5 days Cases unresolved without escalation tagged=10 days (Exception:MGMT Approval, and field tagged) THEN = enter a L.O.M.C queue AND Case Status = Open
