Objective
When performing an outreach. The following instructions should be followed unless stated on the specified SOP for the outreach.
Instructions
A total of 6 attempts per outreach should be attempted within a 3-week calendar period from ticket creation.
Example:
First Week (Monday, Wednesday, and Friday) -3 Attempts
Second Week (Monday and Wednesday) -2 Attempts
Third Week (Monday) - 1 Attempt
You can check existing inbound Jira tickets to locate alternative contact method if provided.
If no response from the homeowner on any of the outreach via “Phone, Email, or Chat”, then proceed to the following week and document your attempts as an internal comment.
Example of homeowner outreach attempts: (Attempt 1/6, Attempt 2/6, and so on until Attempt 6/6 is reached).
After the 6/6 attempt, in the existing Jira ticket, reply to the customer:
Hello [Homeowner Name],
I just wanted to follow up and let you know that we have closed the ticket as we have not been able to get a response.
Please feel free to reach out to us should you have any questions or concerns.
Regards,
[Agent Name]
Close ticket.