Carlo Denis Lardizabal, III

PROGRAM XYZ CASE WELLNESS HANDBOOK Version 02 LAST UPDATED: 6 – 26 – 2013 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ Document Information Process Title Program XYZ Case Wellness Handbook Effective Date June 19, 2013 Document Number MRKTPLCE-OPS-PRC-001 Version Number 02 Process Owner Carlo Denis Lardizabal Version 02 Page 2 of 25 Revision Date 6/26/2013 Owner/Modifier Carlo Denis Lardizabal BU/Author -2- Comments Added Case Assignment System under Escalations Management section; Added Sup Calls and Sup Chats under Escalations Case Management section; Replaced 5.4.3 and 5.4.4 of links instead of detailed steps 12/1/2015 Title Program XYZ Case Wellness Handbook Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ Contents 1. OBJECTIVE AND SCOPE .......................................................................................... .5 1.1. PURPOSE (OBJECTIVE) ............................................................................................... 5 1.2. TARGET AUDIENCE (SCOPE) ....................................................................................... 5 2. PROCESS DEVELOPMENT AND IMPROVEMENT ....................................................... 5 2.1. 3. LIMITATION............................................................................................................... 5 DEFINITIONS .......................................................................................................... 5 3.1. ACRONYM DEFINITION ............................................................................................... 5 3.2. TERM DEFINITION ..................................................................................................... 6 3.3. ROLES AND RESPONSIBILITY ...................................................................................... 6 4. 1FL SR MANAGEMENT AND CLOSED CASE SCRUBBING ......................................... 8 4.1. PROCESS OVERVIEW .................................................................................................. 8 4.2. PROCESS FLOW.......................................................................................................... 8 4.3. PROCESS DETAILS...................................................................................................... 8 4.3.1 Name of the Steps ....................................................................................................... 9 4.3.2 Description .................................................................................................................. 9 4.3. 5. CLOSED CASE SCRUBBING ........................................................................................ 14 ESCALATIONS AND 2ET SR MANAGEMENT ............................................................15 5.1. PROCESS OVERVIEW ................................................................................................ 15 5.2. PROCESS FLOW (FOR T1) ......................................................................................... 17 5.3. PROCESS FLOW (FOR T2) ......................................................................................... 18 5.4. PROCESS DETAILS.................................................................................................... 19 5.4.1 Standard Escalation Triggers ....................................................................................... 19 5.4.2 Auto Escalation Triggers ............................................................................................. 19 5.4.3Standard Escalation Process- Tier 1 .............................................................................. 19 5.4.3 Standard Escalation Process- Tier 2 ............................................................................. 20 Page 3 of 25 BU/Author -3- 12/1/2015 Title Program XYZ Case Wellness Handbook Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ 5.4.4 Auto Escalation Process .............................................................................................. 20 5.5.CASE ASSIGNMENT SYSTEM .......................................................................................... 21 5.6.SUP CALLS AND SUP CHATS .......................................................................................... 22 5.7.MANAGING ESCALATED SRS .......................................................................................... 24 5.7.1 Name of the Steps ..................................................................................................... 24 5.7.2 Description ................................................................................................................ 24 6. OUT OF SCOPE SR MANAGEMENT AND SCRUBBING ............................................. 32 6.1. PROCESS OVERVIEW ................................................................................................ 32 6.2. PROCESS FLOW........................................................................................................ 32 6.4. PROCESS DETAILS.................................................................................................... 33 7. CALL BACK PROCESS ............................................................................................. 34 7.1. PROCESS OVERVIEW ................................................................................................ 34 7.2. PROCESS TRIGGER ................................................................................................... 34 7.3. PROCESS DETAILS.................................................................................................... 34 8. SR QUEUE MONITORING, COACHING AND CONSEQUENCE MANAGEMENT .......... 35 8.1. PROCESS OVERVIEW ................................................................................................ 35 8.2. OUTPUTS AND REPORTING ....................................................................................... 36 8.2.1 Intraday Reports ........................................................................................................ 36 8.2.1 Daily Reports ............................................................................................................. 36 8.2.1 Weekly Reports .......................................................................................................... 36 8.3. COACHING AND CONSEUENCE MANAGEMENT ............................................................ 36 Page 4 of 25 BU/Author -4- 12/1/2015 Title Program XYZ Case Wellness Handbook Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ 1. OBJECTIVE AND SCOPE 1.1.    1.2. PURPOSE (OBJECTIVE) To streamline Case Management Processes involved in Program XYZ To set thresholds and avoid Case Ageing of Cases on different queues To ensure compliance of agent’s documentation on interactions and ensure resolution forcustomers in a timely manner TARGET AUDIENCE (SCOPE) Program XYZ Operations Team 2. PROCESS DEVELOPMENT AND IMPROVEMENT 2.1. LIMITATION This process is applicable to Program XYZ Operations Team 3. DEFINITIONS 3.1. ACRONYMDEFINITION ACRONYM DEFINTION OM Operations Manager SM Shift Manager PLM Process Lead Manager TL Team Leader T1 Tier 1 T2 Tier 2 T3 Tier 3 CAP Customer Assistance Portal Frontline Queue Tier 1 Frontline Queue Escalations Queue Tier 2 Escalation Page 5 of 25 BU/Author -5- 12/1/2015 Title Program XYZ Case Wellness Handbook Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 OOS Out of Scope SR Service Request 3.2. Security Level Company ABC Restriction Program XYZ TERMS AND DEFINITION TERM DEFINTION Tier 1 Call and chat handling agents Tier 2 Escalation Handling personnel: Team Leads and SMEs Tier 3 Point of escalations for Tier 2 Frontline Queue Queue where cases created by Tier 1 should be closed Escalations Queue Queue where cases created by Tier 2 should be closed OOS Queue Queue on CAP where Out Scope cases shall be transferred Orphaned Cases Closed Cases where no customer information is attached with Open Cases Cases left idle, open or unresolved on frontline and escalation queues Red Alert Agents Agents with high DSAT contribution 3.3. ROLES AND RESPONSIBILITIES Operations Manager  Lead owner of Program XYZs LOBs of the Company  Responsible of top level communication and interaction with the Clients Page 6 of 25 BU/Author -6- 12/1/2015 Title Program XYZ Case Wellness Handbook Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ Shift Manager  Supports Operations Manager on managing Program XYZ  Drives compliance of Team Leaders on Performance Management and Case Management Process Lead Manager  Supports Operations Manager and Shift Manager on overseeing Case Management and and Client Processes of Program XYZ  Functions as the “go-to” person for process related items SME Team  Audits the cases transferred to the OOS queue  Sends day end and intraday reports on Case Wellness which includes but not limited to Open and Orphaned SR Check as well repeat offenders for Case Wellness-related deviation Tier 1  Frontline agents handling calls and chats  Covers billing and purchase issues, refunds, subscriptions and light technical troubleshooting for applications Tier 2  Primary point of escalation for Tier 1 agents  This function is handled by the Team Leaders and SMEs Tier 3  Primary point of escalation for Tier 2 (Team Leaders and SMEs)  Helps resolve advances issues on customer’s billing and purchase inquiries, app refunds, Office subscriptions and other items supported within Marketplace Scope of Support Page 7 of 25 BU/Author -7- 12/1/2015 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ 4. FRONTLINE CASE MANAGEMENT AND CLOSED CASE SCRUBBING 4.1. PROCESS OVERVIEW This is a guide on how frontline agents shall manage created cases from chat and call interactions on 1FL Queue and how it scrubbed by Team Leads and SMEs 4.2. Page 8 of 25 PROCESS FLOW BU/Author -8- 12/1/2015 Title 4.3. Program XYZ Case Wellness Handbook Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ PROCESS DETAIL The steps outlined below show the steps of how a Tier 1 agent manages the SR on 1FL or frontline queue Page 9 of 25 BU/Author -9- 12/1/2015 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 4.3.1 Name of the Steps Description Creating Cases 1) 2) Security Level Company ABC Restriction Program XYZ Once a frontline agent receives a chat or a call, the system populates the customer information. In the event that the customer information did not populate, the agent can ask for one of the following and perform a manual search: a. For calls: Name, address, phone or email; b. For chats: Limited to phone and name only 3) Search for the customer on the system. If Search button is not clickable, click Phone Inbound. 4) If the customer information cannot be searched through the system, an alertante option to perform a manual search on the second database can be done: a. For calls: i. Live ID under Subscription Accounts ii. History by email under Service Requests b. For chats: i. Phone/Live ID ii. Name/Address 5) For accounts and issues involving billing and purchases, account verification shall be done through one of the following: a. Web Sign On b. Sending a code through email c. Sending a code through text Page 10 of 25 BU/Author - 10 - 12/1/2015 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 6) Security Level Company ABC Restriction Program XYZ Once the agent clicks the Create Case button. This shall automatically associate the customer email to the case. 7) Once the case is created, apply the notes template by clicking the “Apply Template” button and select “case notes template” under “consumer” tree menu. Click “Apply to the Case”. 8) If issue is within scope frontline, complete notes and add the chat transcript. 9) Send a closing email by clicking “Compose a new email” while on Edit mode. 10) Click Apply Template button to populate email templates and select proper templates; then, click “Apply to Service Request”. 11) Edit the email as necessary and click “Send” and this will direct back to the Case. 12) CLOSE THE CASE by clicking the Save and Close button. 4.4. CLOSED CASE SCRUBBING 1) The OM and the SM identifies Red Alert agents and Top DSAT Drivers per team. 2) The Team Leads will scrub the closed SRs of the Red Alert and top DSAT drivers of their respective teams. Page 11 of 25 BU/Author - 11 - 12/1/2015 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ 3) On Closed Case Scrubbing, Team Leads will re-open the closed case and prefix “CPE:” on the Subject line and bucket these as one of the following:   Closed – Disconnected Closed – CPE at Risk (Potential DSAT) Definition as follows:   Closed Disconnected – These are cases where chat or call was disconnected. Triggers to re-open closed disconnected: o No callback was made, no attempt to reach the customer or no disconnected email was sent; o No response from customer if chat and yet issue is not resolved yet. Closed – CPE At Risk (Potential DSAT) – unresolved or incorrect resolution that is not a by design or known issue/bug o If customer complained of anything o If customer expressed frustration or sarcasm (can be seen on chat); o If customer is a repeat caller; o If customer have received incorrect customer information or resolution 4) After the Team Lead identifies and buckets the case to be re-opened, these will be endorsed to the assigned SME for follow up. 5) For re-opened cases, one callback attempt shall be done within 24 hours. This covers voice and chat transactions.  If Team Lead or SME reached the customer:  If customer has time, perform account validation: o o Page 12 of 25 If account validation passed, continue assisting the customer; If account validation failed, walk the customer through the Website for self-account validation. BU/Author - 12 - 12/1/2015 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013  Security Level Company ABC Restriction Program XYZ If customer has no time, educate him to visit our Website and send an email that includes self-help links and CLOSE the case.  If Team Lead/SME has not reached the customer (voicemail or line got disconnected), leave voicemail referring to the Website and send email with self help links and close the case.  If customer has no time, ask for a good time to reach them back; o If customer agrees to be assisted and to be called back again, set schedule on Outlook and continue assisting call back on customer’s preferred time; 6) Close the case. 5. ESCALATIONS CASE MANAGEMENT 5.1. PROCESS OVERVIEW This is a guide on how frontline agents shall manage created cases that needs to be escalated from chat and call interactions. This also serves as a guide of how Team Leads and SMEs, functioning as Tier 2, on managing escalated cases. Page 13 of 25 BU/Author - 13 - 12/1/2015 Title 5.2. Page 14 of 25 Program XYZ Case Wellness Handbook Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ PROCESS FLOW FOR FRONTLINE AGENTS BU/Author - 14 - 12/1/2015 Title 5.3 Page 15 of 25 Program XYZ Case Wellness Handbook Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ PROCESS FLOW FOR ESCLATIONS GROUP (TEAM LEADS AND SMES) BU/Author - 15 - 12/1/2015 Title 5.4 Program XYZ Case Wellness Handbook Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ PROCESS DETAILS ***The content of this article is taken from Marketplace VKB Article 2725913 Standard Escalation Scenarios/Triggers    These are common/generic issues where frontline agents and escalations group (Team Leads and SMEs) were not able to resolve the customer's issue. Follow the standard escalation process described later in this Knowledge Base article. Below are the triggers for standard escalations: o Incomplete refunds o Multiple charges refunds. o Locked Accounts. o Purchase Issues Auto-Escalation Scenarios/Triggers    These are pre-defined triggers for some critical or new emerging issues. These would be communicated to the team on a real-time basis by the Process Lead Manager or the Program XYZ partners through Program XYZ blog. To escalate, follow the Auto-escalation process for the specific time period as described by the Operations Manager, Shift Manager or Process Lead Manager. Standard Escalation Process – Tier 1 1) Follow your standard support processes to resolve the issue. 2) If the issue cannot be resolved consult with your Team Lead. (Do not transfer the case to your team lead at this point). If the team lead can’t provide a solution, set the customers expectation that more research time is needed and that you will get back to them within 48 business hours. 3) Tier 1 will set the customer's expectation for a callback within 48 hours after we research the issue. Tier 1 will capture the following information in the case notes. Page 16 of 25 BU/Author - 16 - 12/1/2015 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ Customers contact number: Customers time zone: Language of the customer: *Set the case to "Standard escalation." Standard Escalation Process – Tier 2 *Please refer to Knowledge Base article as the process updated periodically. Auto Escalate Process (Only for Marketplace Issues) *Please refer to Knowledge Base and the Auto Escalation section of Program XYZ blog article as the process updates periodically. 5.5 CASE ASSIGNMENT SYSTEM 1) Process Lead or SME Team will run an Advanced Query on the system for every 3 hours within the hoops together with Daily Case Check; 2) Process Lead or SME Team to identify Unassigned cases on the system; 3) Identified cases will be quickly scrubbed to identify the Owner of the escalated SR: 4) If this is Standard Escalation or Auto Escalation: a. Process Lead or SME to assign the case to the approving Team Lead/SME/floorwalker; b. Keep track if proper escalation template is used; c. Keep track if proper SR phase is used (Standard/Auto Escalation) – change if incorrect. 5) Re-run the query ensuring that no SR is unassigned. 6) The Team Lead and SME takes over the case until it is resolved and closed. Page 17 of 25 BU/Author - 17 - 12/1/2015 Program XYZ Case Wellness Handbook Title 5.6 Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ SUP CALLS AND SUP CHATS There are scenarios where the customer is requesting for a Supervisor over the phone or on chat. On these instances, the frontline agent is allowed to de-escalate the customer twice. On the third request, the agent is expected to escalate the chat or the call to a TM or Senior. Sample scripts as follows: 1st Request: “(Customer name), I understand how frustrating the can be. I understand that you need my Manager. I can be a great help though. So let us proceed” 2nd Request: “(Customer name), I understand that you may need my Manager to answer you and resolve this concern. The resolution that he will be providing you is just the same as the resolution that I have for you. So please allow me to take continue taking ownership of the call/chat. 3rd Request: “In this case, please give me a minute or two and please let me transfer you to my Manager/Supervisor.” Transfer the chat or call to a Team Lead or SME. On managing the case: 1) Tier 1 creates and documents the call or chat. 2) Tier 1 sets the case as Not Resolved. 3) Tier 1 to transfer the case to the escalation queue. 5.7 MANAGING ESCALATED CASES The steps outlined below show the steps of how a frontline agent transfer an case to the escalations queue and how Team Leads and SMEs manages the case. Page 18 of 25 BU/Author - 18 - 12/1/2015 Program XYZ Case Wellness Handbook Title 5.7.1 Description Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ Name of the Steps TRANSFERRING TO THE ESCALATION QUEUE 1. Before doing any transfer of cases, ensure that proper case setting is selected. Options are as follows: a. Auto-Escalation: If issue is auto-escalated b. Standard Escalation: If issue requires Tier 2 or Tier 3 assistance c. Not Resolved: CPE at Risk and potential DSAT resulting to sup calls and sup chats NOTE: Never proactively offer a supervisor call 2. Once approved for escalation and saved as an case, click button. 3. On Transfer Service Request page, select for and for . Click . 4. Notate with “xfer to Escalations Queue” and click . NOTE:  Notice that Owner says , once is clicked, this will be sitting as an unowned or unassigned case on the Escalations Queue.  The approving Escalation personnel (Team Lead or SME) shall take responsibility on owning the case; hence, assigning the case to his or her name. Page 19 of 25 BU/Author - 19 - 12/1/2015 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ ASSIGNING CASE ON ESCALATIONS QUEUE 1. Once an agent asks for an approval, Team Lead or SME shall take note of the case and open the case ID the Team Lead or SME credetntials realtime. 2. From the SR, click . 3. On Assign Case page, select the approver name as the Owner and click . This will direct back on the case with the approver’s name as the Owner. 2ET MONITORING 1. Go to Customer Search tab. 2. On Customer Search section, select on drop-down menu and for ; then click . 3. From Advanced Search Window, select the following:   Program XYZ / Escalations Queue for Chat Program XYZ / Escalations Queue for Phone 4. Select as the second item under column: 5. Select the approver name as the owner: 6. Select as the second item under column:  To check for cases created today, select Today: Page 20 of 25 BU/Author - 20 - 12/1/2015 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013  Security Level Company ABC Restriction Program XYZ For cases created in a span of a more than a day, set to and select the coverage dates on and menus. 7. Click . This should show all escalated cases tickets on the ownership under the approver’s name. 6. OUT OF SCOPE CASE MANAGEMENT AND SCRUBBING 6.1. PROCESS OVERVIEW 6.2. PROCESS FLOW Page 21 of 25 This is a guide on how to manage Our of Scope Cases from Frontline Queue and how it scrubbed by SMEs for scope validation BU/Author - 21 - 12/1/2015 Title 6.3. Program XYZ Case Wellness Handbook Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ PROCESS DETAILS 1) Once agent identifies of an Out of Scope issue, the frontline agent shall send an email to customer using the template “Initial email-Valid transfer” on all OOS cases before transferring the case to OOS queue. 2) T1 agents will transfer all OOS cases to the “Proram XYZ / OOS Queue”. 3) For all valid Transfer/Referral cases, the SME Team will continue to monitor and do the following: a) Track and report % of valid transfers and no email sent by T1. b) Send Initial email on cases where frontline agent failed to send the email. Close cases immediately. c) Monitor cases reopened by customer’s email-in response. d) Follow up with prescribed email template on cases where customer responds for further assistance. e) Bulk close all open OOS cases sitting idle in Program XYZ / OOS Queue for more than 72 hours. 4) For all invalid transfer/referral cases in the queue a) Track and report % of invalid transfers and incorrect coding. b) Team Lead to provide coaching to agent. c) Bulk close all open our of scope cases sitting idle in the OOS Queue for more than 72 hours. NOTE:  Team Leads shall be responsible for scrubbing 10% of OOS cases daily as per the prescribed process. Page 22 of 25 BU/Author - 22 - 12/1/2015 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ 7. CALL BACK PROCESS 7.1. PROCESS OVERVIEW This is a guide on how to perform call backs for frontline agents, Team Leads and SMEs for Program XYZ. 7.2. PROCESS TRIGGER Callbacks with customers can be set up in two situations only:   7.3. A customer requests a callback (Ex: customer’s cell phone is about to die). CPE is at risk (Ex: The customer is upset/frustrated which can result to DSAT) PROCESS DETAILS If a customer requests a callback, follow these steps to schedule a Callback: NOTE: If the customer cannot be reached, leave a voice message (if available) and close the case with the expectation that the customer will contact us back. 1) Ask the customer for a 2 hour window to call them back (keep the case open). 2) Click Wrap Up and select Schedule Callback. 3) Complete the Callback Information with the Date, Start time, End time, Country, Phone number, and then click Reschedule. 4) To locate the callback that is setup, click the Follow UP tab and select Callbacks, enter your search criteria, and then click Submit. Page 23 of 25 BU/Author - 23 - 12/1/2015 Program XYZ Case Wellness Handbook Title Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ Voice Message Guidelines  When leaving a voice message on a customer’s phone leave your name, and explain the reason why you are calling. 8. CASE AGEING AND QUEUE MONITORING, COACHING AND CONSEQUENCE MANAGEMENT 8.1. PROCESS OVERVIEW This is a guide on how the SME Team monitors frontline queues and sends reporting across the floor which shall be the basis of coaching on case management related opportunities of Team Leads for their agents. 8.2. OUTPUTS AND REPORTING INTRADAY REPORT  Running 3-6-9 SR Check. This is a summary of the running open and orphaned SRs sent every three hours from the start to the end of the hoops. DAILY REPORT    Daily Day End SR Check. This is a summary of day end open and orphaned cases of the entire Program XYZ. No Closing Email on Out of Scope Cases Report. This shows a list of cases in which agents fail to send closing email as scrubbed by the SME Team. Out of Scope Cases on Frontline Queue Report. This shows a list of cases tagged as Out of Scope but was saved on the frontline queue, WEEKLY REPORT  Page 24 of 25 Weekly Repeat Offenders Report. This show the list of repeat offenders on Case Wellness-related deviations. BU/Author - 24 - 12/1/2015 Program XYZ Case Wellness Handbook Title 8.3. Department Operations Document No. 123ABCD Version 02 Author Carlo Denis Lardizabal Effective Date June 19, 2013 Security Level Company ABC Restriction Program XYZ COACHING AND CONSEQUENCE MANAGEMENT Basic Expectations    Agent is expected to run a day end query and send a screenshot to their respective Team Leaders of an advanced query of their own cases to validate the status of each cases; Team Leads are expected to coach agents on case wellness-related deviation having the daily report from the SME Team as the basis. Team Leads to keepo track of coaching compliance on a shared drive saved at:  Case Management In the event that agent is identified as a repeat offender and/or has been noncompliant of the Daily SR Check Process or abovementioned action plan, this is an indication of Simple Negligence which may lead to Consequence Management. Schedule of escalation as follows: Frequency as Repeat Offender 1st Offense 2nd Offense 3rd Offense 4th Offense Page 25 of 25 Document to Serve Coaching Log First Written Warning Final Warning Recommendation for Dismissal BU/Author - 25 - Timeline none 6 months 6 months none 12/1/2015