Tengo VIP – Escalation Process

Criteria:  This is for VIP callers who are having an ongoing issue and are threatening to cancel, or want action performed ASAP regardless of the cost, or are making comments indicating the tengo equipment/service is being deprecated.

All escalation process flows can be located on the Tengo knowledge base at kb.tengointernet.com

On Call Critical Escalation Process:

If it is M-F at 7p – 10p or Sat/Sun from 8a-5p
then call the Tengo on call number (BatPhone) at 512-289-3959

Steps:

  1. Inform your caller that you will try to see if someone is available to take the call.
  2. Go to the Tengo Support Team chat and provide the following information:
    “I have <caller name> from <caller location> who is demanding <customer request> because <customer reason.> Is anyone available to take this call?
  3. If you get no timely response in chat , Call and try to get a hold of Trey Calvert 512-579-3527
  4. If you cannot reach Trey Calvert , call and try to get a hold of Chris Tibbits – 512-579-3509
  5. If you are unable to reach either Trey Calvert or Chris Tibbits attempt to contact Christopher Elliott 512-579-3523
  6. If you can’t reach Tami, then: If it is M-F at 7p – 10p or Sat/Sun from 8a-5p
    then call the Tengo on call number (BatPhone) at 512-289-3959
    If nobody answers you, then you will get a message that says “call guest support.” Ignore that message and wait for the “beep”. After that beep, leave a message with the following information:
    “I have <caller name> from <caller location> who is demanding <customer request> because <customer reason.> His contact telephone number is <caller number>
  7. If you were not able to get your caller transferred over, go back to your caller with the following script:
    “Thank you for holding. Unfortunately, we do not have someone who is immediately available, but I have your case escalated, and we will get someone to call you back as soon as they are available.
  8. Send an email to:
    L3@tengointernet.com; cwleads@cwxtx.com; tcalvert@tengointernet.com; ctibbits@tengointernet.com, celliott@tengointernet.com with the following template.
    Agent Name:
    Caller Name:
    Caller Phone:
    Issue:

ALWAYS DOCUMENT YOUR CALL!

If you found an open Sugar case that relates to your caller’s request, then document in that sugar case with the following template:
Agent Name:
Caller Name:
Caller Phone:
Issue:
If you transferred your caller to a Tengo Agent, set the sugar case to Assigned and assign the ticket to that agent. Otherwise, make sure that ticket is escalated to the L3 bucket.

If your caller is looking for someone in Sales, Billing, Marketing, or HR, then log a call for that individual so they know that they were contacted. (Process can be found under the Non Ops personal section on http://www.helpcwx.com/caller-asks-for-tengo-by-name/)

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