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PLEASE READ!

Recently we have had a few escalations to management that were missing required fields as outlined by care. We have a template under zendesk macros titled “Illegal monitoring template”, this is required for each escalation. this goes as follows;

• Device type:
• Device identifier (Number if android, SN if Ios):
• Person being monitored name:
• Phone number:
• Email:
• Who is monitoring them:
• Relationship to person monitoring them:

An escalation requires for the ticket to be assigned to Jim and submit as Open in zendesk. We cannot process the escalation without the information and the person calling must be the person being monitored.

IF a relative or friend calls in for someone who they suspect is being monitored, you are to say. “Unfortunately due to security reasons, I must have all the required information/be speaking to the person being monitored” ” We are unable to process this without the party being monitored/required information.”

you may welcome the relative or friend to have the person who they suspect is being monitored contact us so we can assist them as necessary at their earliest convenience.

We are to inform each customer that the party responsible will be contacted and informed they have broken the law, there are absolutely no exceptions.

once again, the template must be complete and from the person who is being monitored.

very important *** we may leave a comment on if the person we spoke with sounded of age or young, this information is useful to JIM.

Tomorrow, July 4th 2015, agents will be allowed to work from home via VPN.  You are still expected to be in the queues at the start of your scheduled shift, as per normal procedure.

If for some reason you are not able to VPN and work from home, you are expected to be at the office to work your shift.

Make sure you are coordinating breaks with your team leads.

A kudos goes out to Wilson Ng for having 2 positive feedbacks in 2 days.

One assessor was very appreciative of the clarification you provided to her.
The other assessor was assisted more than once by Wilson and found him to be patient, cheerful and helpful. “He was knowledgeable and able to answer my question promptly. … I wish all people working in positions such as his were as professional, helpful, and friendly as Wilson is in his.”

Well done Wilson! Keep up the great work!

Today, Bonnie a customer of TeenSafe would like to extend her gratification to the management of TeenSafe on Maria’s exemplary customer service, she especially would like to express that she is brand new to technology and Maria displayed extreme patience and did a wonderful job. Her issue still had some maintenance left on her end, and she feels Maria definitely made the product working possible. From the get go, Bonnie felt that this situation was very sensitive and Maria’s empathy and skills got the job done.

First off, we would like to welcome our new client Petzila.  We will be supporting their new product, the Petzi Treat Cam.  This is an awesome device was featured at CES 2014 and 2015.  At CES 2015 it was in the finals for “Last Gadget Standing”.  We will start taking support requests as of July 15th.

This brings me to the second article of good news.  We would like to congratulate Donald Six who has been selected as the newest ContactWorks team lead and will be leading the charge for Petzi support.

Expect more information to follow as we near the launch date of our new Petzila support.

The ContactWorks Minecraft server is live! In order to connect, you’ll need:

Technic Launcher
Modpack: The 1.7.10 Pack
Multiplayer Server address: 64.74.111.28

DynMap Web URL: 64.74.111.28:8123

Visit our ContactCraft CARE page for installation help.

Come on in and let’s have some fun!

Below, I have included the updated attendance policy / reminder.  You may get to this at any time by going to the “Agent” menu and selecting “Attendance / Call-in Policy”  I have also printed out a copy for each desk.

 

Tardy:
Any arrival after the designated start of shift.  IE Bob is scheduled to start at 8am but clock in at 8:01, Bob was Tardy.

Unauthorized Absence:

Any absence occurred without a doctor’s note provided or prior approval.

Overtime:

Any time worked beyond the employee’s scheduled Shift. Any work beyond the employee’s scheduled shift must be approved by a Team lead or the Employee’s direct supervisor.

Authorized Overtime:

Agents are authorized to clock in up to 15 minutes early for each shift to ensure they are on time and available for calls at the start of their designated shift. Or any overtime accrued with approval.

Attendance Occurrence:

Results in disciplinary action, an “Attendance Occurrence” is defined below:

• Three “Tardy” incidences within a pay period
• Any Unauthorized Absence

Three consecutive incidents will be considered a single “Attendance Occurrence”. I.E: Ted calls in sick for 2 days in a row with a cold and returns on the 3^rd day without a doctor’s note. Ted would have a single Attendance Occurrence for his unauthorized absences.  If Ted returned with a doctor’s note explaining his absences he would not have an Occurrence for his absences.

 

Calling In/Absentee Process:

The Inbound Support Queues are staffed according to volume, history and predictions, so please take that into consideration… teammates are depending on you to provide full coverage…

If you are unable to report to work or anticipate being late, please perform the following 2-Step Process:

• Call 512-637-4376and leave message on our Absentee line.  (We recommend you program this number in your cell phone.)  Give your name and brief explanation for absence or late arrival.  If you will be late please provide your estimated arrival time.
• Call/Text your Supervisor (so we can find additional coverage):

George Barbour: 503-413-9897

Ken Becker: 585-300-8005

Please understand that our customers and your fellow agents depend on you.  Unauthorized or excessive absences or tardiness will NOT be tolerated and will result in disciplinary action, up to and including termination.

This is just a friendly reminder to let everyone know that mobile mechanic services and mobile windshield repair services are not allowed on the premises.  These are the rules of HPI, our property leaser.

Just an FYI, please do not engage these services while on the property.

During the month of May, Zach dominated the queues and email support queues by taking a little over 1/8th of TeenSafe’s total phone volume and solved the most tickets… 1,902!  INCREDIBLE!!

Everyone show your support and congratulate him on his hard work when you have a chance.  That is the kind of dedication and hard work that really stands out.  Way to go!!