Market Escalations- Article no. 5901
Introduction
- Follow these guidelines before submitting a BOLT Case to Dispatch
- Verify there is an appointment in the system
- For Unresolved / Repeat Issues and Tech Go Back, also verify a tech visit occurred
- Create a BOLT Case only when an escalation is necessary
- CA, OR and WA only: there is no quota on Sunday; do not submit an escalation for Sunday
- Texas Only: after 8:00 pm Monday - Friday and after 5:00 pm on Sat and through Sun they are not picked up until Monday morning
Resolution Steps
Work Order / Trouble Call must be entered before escalating
Quota Escalations
- Note: Sunday escalation requests cannot be accommodated
- The way we communicate available quota often prompts the way a customer responds
- Let customers know of appointment availability in a positive manner
- For example: We have many open appointments beginning with...What one of these works best for you?
- At times, extreme circumstances may bring the need to submit a quota escalation request
- When this occurs, create a BOLT Case to escalate to Dispatch
- Fill out the information as described below and click Save
| Record type |
Non Technical |
| Reason |
Work Order Inquiry/Escalation |
| Reason detail |
Work Order Update/Change |
Case reason:
Choose One: |
- Quota Escalations/No Quota Available
- Quota Escalations/Specific Time Frame Needed
- Quota Escalation/Do Sooner Than 1st Available
|
| Destination queue |
Auto-populates |
| Notes |
Best contact number / time frame requested / pertinent comments |
- Before submitting, provide this information to the customer:
- I am immediately escalating your appointment request to Dispatch for consideration. You will ONLY hear back from us if we are able to accommodate the request. We will do our best but keep in mind, the original appointment stands unless you receive a call back, typically made in 30 minutes; at the end of the business day, contact is made the next business day after 9:00am.
Combine Multiple Work Orders - DC Metro, IL, MA, NY and PA
- To combine multiple work orders (i.e. upgrade / trouble call) into one time frame, create a BOLT Case
- Customer contact is made by the next business day after 9:00am
- Fill out the information as described below and click Save
| Record type |
Non Technical |
| Reason |
Work Order Inquiry/Escalation |
| Reason detail |
Work Order Update/Change |
| Case reason |
Combine Multiple Work Orders |
| Destination queue |
Auto-populates |
| Notes |
Reason, Contact Name, Number, Business Hours, Tech ID (last Tech at the business) |
Unresolved/Repeat Service Issues After Tech Visit
- When a customer experiences unresolved / repeat issue(s), create a BOLT Case
- Customer contact is typically made in 30 minutes; at the end of the business day, contact is made the next business day after 9:00am
- Fill out the information as described below and clickSave
| Record type |
Non Technical |
| Reason |
Work Order Inquiry/Escalation |
| Reason detail |
Work Order Update/Change |
| Case reason |
Business Unresolved/Repeat Issue |
| Destination queue |
Auto-populates |
| Notes |
Reason / time frame requested / contact number / Tech ID / name of support person |
Tech Go Back
- When a Tech Go Back is prompted from an appointment completed today, create a BOLT Case
- Customer contact is typically made in 30 minutes; at the end of the business day, contact is made the next business day after 9:00am
- Texas: no Tech Go Backs after 3 PM
- Also, when a tech leaves their equipment at the last job of the evening, create a BOLT Case to notify the tech
- Advise the customer it will not be addressed until the next day
- Fill out the information as described below and click Save
| Record type |
Non Technical |
| Reason |
Work Order Inquiry/Escalation |
| Reason detail |
Work Order Update/Change |
| Select Case reason |
- Tech Go Back Request
- Tech Left Behind Items
|
| Destination queue |
Auto-populates |
| Notes |
Reason for request / contact number / Tech ID / name of support person |
Request a Lead / Supervisor Tech / Specific Technician
- When a customer requests a specific technician, create a BOLT Case
- Customer contact is typically made in 30 minutes; at the end of the business day, contact is made the next business day after 9:00am
- Fill out the information as described below and clickSave
| Record type |
Non Technical |
| Reason |
Work Order Inquiry/Escalation |
| Reason detail |
Work Order Follow Up |
| Case reason |
Requesting Lead/Supervisor Technician |
| Destination queue |
Auto-populates |
| Notes: |
Reason / time frame requested / contact number / Tech Name or ID / pertinent comments |
Article ID: 202
Created: February 2, 2024
Last Updated: February 13, 2024
Author: [shekhar.bhanot@teamhgs.com]
Online URL: https://agentx-astound-kb-qa.hgsdigital.com/article.php?id=202