Re: Call Center After Hours Support - Onboarding documents

--000000000000d9d0ec061a150b95 Content-Type: text/plain; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi Gabrielle, We had discussed having a follow-up call on the morning of Wednesday, June 5th - can you also invite Dennis Fancy to the same call? My Calendar is up to date, so anytime works for me. Thanks, Chuck On Mon, Jun 3, 2024 at 2:55=E2=80=AFPM Gabrielle Wolfe = wrote: > Hi Chuck! Pleasure chatting with you today! > > I forgot to mention, toward the start of your business hours we will send > an activity log of everything but open shifts (those come separately via > FreshDesk) to give your team an overview of what we did during our after > hours shift. You will also be provided with a live link to the log when > you go live, in case your on-call person wants to peek at it as we're > working. > > Expectation should be that you'll see a lot of calls from us initially > after hours as you guys work out the kinks in ClearCare and we learn how > your team operates, this will die down eventually but it's often a little > shocking for the local team. Depending on the office it can take anywher= e > from 2 weeks to a month to work out all the kinks on the clearcare side. > > Need as soon as you can get it, a profile filled out for each office (thi= s > link is locked, you'll want to copy in google to get an editable version. > > - Office Profile Worksheet: > https://docs.google.com/document/d/1MMiADGlpvj-e4mQerhO4t6XjGHZnVdI7/e= dit > > ClearCare Clean up tip sheet: > > - > https://docs.google.com/document/d/1taTOGTstRD1Unit3UAX76bYpLty0g32Q/e= dit > - Pay extra attention to the sections on VIP or ADMIN staff, as well > as some ClearCare audit processes you can utilize at the bottom > > Informational: > > - Intakes tip sheet for Canada (provided/owned by Tim): > - > https://docs.google.com/document/d/1t-y_TtOq569NeAIGPZ5Tn56uJv8RN4m= ZqWcGzLiRDwc/edit > - After Hours Standards documentation (indicates our areas of > responsibility vs the field's as well as when and how we will contact = your > team/CGs/Clients) > - > https://docs.google.com/document/d/1I96lm98XFBp1bsIR7AzlcFJQnJnBZBB= q/edit > - 8x8 tip sheet (infor on how to set up but also some troubleshooting > common issues at the bottom) > - > https://docs.google.com/document/d/1T8L1FvxKiIThmaGGyF8Jrs92fRTNIvF= W/edit > > Thanks! > > GW > > Gabrielle Wolfe > > * Head of Contact Center* > gwolfe@thekey.com > +1-360-502-3020 > TheKey.com > [image: TheKey] > --=20 Chuck Terlesky B.A., CCPE General Manager Winnipeg and Calgary Calgary: 403-301-3777 Winnipeg: 204-489-6000 TheKey.ca [image: TheKey] --000000000000d9d0ec061a150b95 Content-Type: text/html; charset="UTF-8" Content-Transfer-Encoding: quoted-printable Hi = Gabrielle, = We had discuss= ed having a follow-up call on the morning of Wednesday, June 5th - can you = also invite Dennis Fancy to the same call? My Calendar is up to date, so an= ytime works for me. Thank= s, Chuck O= n Mon, Jun 3, 2024 at 2:55=E2=80=AFPM Gabrielle Wolfe gwolfe@thekey.com wrote: Hi Chuck!=C2=A0 = Pleasure chatting with you today! I forgot to ment= ion, toward the start of your business hours we will send an activity log o= f everything but open shifts (those come separately via FreshDesk) to give = your team an overview of what we did during our after hours shift.=C2=A0 Yo= u will also be provided with a live link to the log when you go live, in ca= se your on-call person wants to peek at it as we're working. = Expectation should be that you'll see a lot of calls fro= m us initially after hours as you guys work out the kinks in ClearCare and = we learn how your team operates, this will die down eventually but it's= often a little shocking for the local team.=C2=A0 Depending on the office = it can take anywhere from 2 weeks to a month to work out all the kinks on t= he clearcare side. Need as soon as you can get it,= a profile filled out for each office (this link is locked, you'll want= to copy in google to get an editable version. Office Pro= file Worksheet:=C2=A0 https://docs.google.com/d= ocument/d/1MMiADGlpvj-e4mQerhO4t6XjGHZnVdI7/edit Cl= earCare Clean up tip sheet: =C2=A0 https://docs.google.com/document/d/1taTOGTstRD1Unit3UAX76bYpLty0g32Q/= edit Pay extra attention to the sections on VIP or ADMIN staff,= as well as some ClearCare audit processes you can utilize at the bottom Informational: Intakes tip sheet for Ca= nada (provided/owned by Tim):=C2=A0 https://docs.google.com/document/d/1t-y_TtOq569NeAIGPZ5Tn56uJv= 8RN4mZqWcGzLiRDwc/edit After Hours Standards documenta= tion (indicates our areas of responsibility vs the field's as well as w= hen and how we will contact your team/CGs/Clients) https://docs.google.com/document/d/1I96lm98XFBp1bsIR7AzlcF= JQnJnBZBBq/edit 8x8 tip sheet (infor on how to set up but = also some troubleshooting common issues at the bottom) https://docs.google.com/document/d/1T8L1FvxKiIThmaGGy= F8Jrs92fRTNIvFW/edit Thanks! GW Gabrielle Wolfe Head of Contact Center