Managing High Volume Collection Events

Step 1: Initial Assessment

Begin every request by gathering complete information:

Step 2: Verification and Validation

Confirm all details before proceeding with service requests:

• Verify customer identity using account verification procedures
• Check account status for any holds or restrictions
• Confirm service eligibility based on current contract
• Review any special instructions or historical notes
• Validate that request falls within service parameters

Step 3: Processing the Request

Follow systematic approach for request processing:

1. Create new service ticket in CXone system
2. Select appropriate service category and priority level
3. Enter all gathered information with complete accuracy
4. Attach any supporting documentation or images
5. Assign to correct team or route based on request type
6. Set appropriate follow-up reminders and checkpoints
7. Generate ticket reference number for customer

Response Time Requirements

Quality Metrics

BEEAH tracks performance across multiple dimensions:

• First Contact Resolution: Target 90% for standard requests
• Average Handle Time: 4-6 minutes per interaction
• Customer Satisfaction Score: Minimum 4.2/5.0
• Data Accuracy: 98% accuracy on ticket information
• Response Time Compliance: 95% within SLA targets

Scenario 1: Standard Request

Customer requests routine service within normal parameters:

• Action: Process using standard procedures outlined above
• Timeline: Follow P3 service levels
• Documentation: Complete all required fields in ticket
• Communication: Provide reference number and expected timeline

Scenario 2: Urgent Situation

Time-sensitive request requiring expedited handling:

• Action: Escalate to appropriate priority level (P1 or P2)
• Verification: Confirm urgency with additional questions
• Coordination: May require Team Leader involvement
• Follow-up: Set immediate tracking and confirmation points

Scenario 3: Complex Requirements

Request involves multiple services or special circumstances:

• Assessment: Break down into component requirements
• Consultation: May require input from specialized teams
• Coordination: Create linked tickets for related services
• Timeline: Provide realistic expectations for multi-step process

CXone Service Request Module

Primary system for all customer interactions and service requests

• Customer profile and history access
• Ticket creation and management
• Knowledge base integration
• Reporting and analytics tools

Fleet Management System

Coordination with operational teams:

• Route scheduling and vehicle allocation
• Real-time GPS tracking and updates
• Driver communication and task assignment
• Service completion confirmation

Billing and Account Management

Financial processing and customer accounts:

• Payment history and outstanding balances
• Service plan details and pricing
• Invoice generation and adjustments
• Credit management and collections

Initial Contact

Set positive tone from the start:

• Professional greeting with name introduction
• Active listening to understand customer needs fully
• Empathy for any issues or concerns expressed
• Clear explanation of how you will help

During Processing

Keep customer informed throughout the process:

• Explain what you're doing and why
• Set realistic expectations for timelines
• Confirm understanding of requirements
• Address questions and concerns proactively

Closure and Follow-Up

End interaction with clear next steps:

• Summarize actions taken and services arranged
• Provide reference numbers and contact information
• Explain what customer should expect next
• Confirm preferred contact method for updates
• Thank customer for choosing BEEAH services

When to Escalate to Team Leader

Escalate immediately for these situations:

• Customer requests service outside standard parameters
• Pricing or contract disputes that cannot be resolved at agent level
• VIP or high-value account requests requiring special handling
• System errors preventing normal service processing
• Safety concerns or potential regulatory issues
• Customer complaint requiring management intervention
• Requests for policy exceptions or special accommodations

Escalation Procedure

1. Document all interaction details thoroughly in ticket
2. Explain situation to customer and reason for escalation
3. Provide estimated time for Team Leader response
4. Notify Team Leader via CXone escalation workflow
5. Remain available to provide additional context if needed
6. Follow up to ensure customer received appropriate resolution

Mandatory Ticket Information

Every service request must include:

• Complete and accurate customer information
• Detailed description of service requested
• Any special requirements or instructions
• Priority level with justification if not standard
• Expected resolution timeline
• Reference to any related previous tickets
• Notes on customer communication and agreements

Quality Assurance Checklist

Before closing any interaction:

• ✓ All required fields completed in CXone
• ✓ Customer received ticket reference number
• ✓ Timeline expectations clearly communicated
• ✓ Any charges or fees explained and confirmed
• ✓ Follow-up scheduled if required
• ✓ Ticket assigned to appropriate team/route
• ✓ Customer satisfied with service provided

Individual Metrics

Agents are evaluated on:

Continuous Improvement

Regular development opportunities:

• Monthly team training sessions on new procedures
• Quarterly performance reviews with supervisor
• Access to updated knowledge base articles
• Peer learning and best practice sharing
• Recognition programs for excellence