Background:
A customer contacts EverBright support to file a complaint about contracts, services, billing, experience, etc. Agents should take note of any terms used by the customer which might indicate the need for escalation. Below is a list of terms that can indicate such needs.
DO NOT E-mail internal teams (i.e., Compliance, Finance, etc.) without prior approval.
How to identify an issue that needs to be escalated:
retained or contacted a lawyer
accusation of fraud
illegal
violation of agreement
falsify records
mischaracterization
nonregistered company
sue
slander
steal/stole/stolen
involuntary
investigation
Better Business Bureau
unauthorized
unlicensed contractor
Foreclosure notice
Lien requests from creditors against installers and/or homeowners
Interaction Handling
If an issue needs to be escalated based on the use of terms such as the ones listed above, the support agent who received the customer interaction will document as much information as possible and transfer the case to Nehemiah Franco.
For phone calls or chats:
Converting a CXone Interaction to an Email follow-up
For Jira tickets:
Reporter - Email address of the homeowner, Account Servicing, or whomever the complaint originated
Request Type - Complaint