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Color Coding of Minor Concerns for Escalation

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Presentation on theme: "Color Coding of Minor Concerns for Escalation"— Presentation transcript:

1 Color Coding of Minor Concerns for Escalation
Applicable to Philippines Origin

2 Color Coding of Minor Concerns for Escalation
Delayed Delivery - Local Shipment BX Complaint - Void transaction Shipping Cart - Payment facility not working Missed pick-up Remittance - Branch no available fund Shipping Cart - Features not working Undelivered LBC Box Remittance - Cant withdraw SNS card Shipping Cart - Non-receipt of notification No reply Remittance - IPP Sys offline Shipping Cart - Non-receipt of payment confirmation Correction of Delivery Address Remittance - Short released Shipping Cart - Unprocessed transaction (for ship-out) New Delivery Address Remittance - Unprocessed Shipping Cart - Track and trace not working DDR/POD/Manifest Unadvised ODZ Shipping Cart - Ship via sea cargo Return to Origin Unprocessed - Transaction Shipping Cart - Ship via air cargo Return to Sender Unprocessed - NSO Shipping Cart - Hold the item Additional Consignee Unprocessed - Passport Shipping Cart - Return the item to merchant Correction of Consignee's name Unprocessed - Balikbayan box Shipping Cart - Return the item to customer Booking Unprocessed - Local shipment Shipping Cart - Request for transaction history Supplies Shipment Status - No data / No update Shipping Cart - Others Resend Text Confirmation Misrouted Transfer for pick-up Item retrieval Redelivery Recipient Verification BX Complaint - Unposted payment Tracking Number

3 Color Coding of Minor Concerns for Escalation
Code Red Customers that have urgent and critical concerns that need immediate resolution. Sample: Life threatening situation/s Irate customers threatening to sue LBC; damage reputation and taint brand image Customers that have connection with influential people from government agencies or from LBC top management. Customers that are connected to media entities Concerns must be resolved/closed by PH Processors by 12nn within the day.

4 Color Coding of Minor Concerns for Escalation
Code Blue Customers that have urgent but not critical concerns and can still be managed without causing negative repercussions to LBC. Sample: Customers complaining but is not a life threatening situation Not threatening to sue/defame LBC Not connected to government agencies or mass media Does not have a connection with influential people from LBC top management Concerns must be resolved/closed by PH Processors by 4pm within the day.

5 Color Coding of Minor Concerns for Escalation
Code Yellow Customers who are manageable and who are willing to accept feedback during the course of their concerns. Concerns must be resolved/closed by PH Processors by the following day before 12nn.

6 Guidelines in Processing the Minor Concerns for Escalation through Color Coding
INBOUND AGENT: Analyzes the minor concern if it is “Code Red”, “Code Blue”, or “Code Yellow” based on the set parameters for color coding prioritization. Sends escalation and logs the concern in the Minor Concern Tracker of Sharepoint and tags it according to the color coding prioritization. “Code Red” - urgent and critical concerns Must be logged on or before 11am. (To give ample time to PH processor in giving feedback to the customer on or before 12nn.) “Code Blue” - urgent but not critical concerns Must be logged on of before 3pm. (To give ample time to PH processor in giving feedback to the customer on or before 4pm.) “Code Yellow” - manageable customer concerns and will be tagged as code red next day. Can be logged at any given time within the day but must be addressed by 12nn the next day Exceptions to the rule: All “Code Red” received after 11am will be logged as “Code Blue”. (To be resolved by the PH Processor by 4pm within the day.) All “Code Red” and “Code Blue” concerns received after 3pm will be logged as “Code Red”. (To be resolved by the PH Processor soonest within the day.) Note: Agents who will incur invalid tagging of the color coding will merit an NTE due to violation in SOP.

7 Guidelines in Processing the Minor Concerns for Escalation through Color Coding
PH PROCESSOR: Retrieves and handles the logged minor escalations in Sharepoint and uses the escalation sent by the agent as reference. Prioritizes the tagged minor escalations based on color coding: “Code Red” - urgent and critical concerns must be resolved by 12nn within the day “Code Blue” - urgent but not critical concerns must be resolved by 4pm within the day “Code Yellow” - manageable customer concerns must be resolved by the following day by 12 nn Note: If a “Code Red” was logged after 3pm, the PH Processor must resolve it soonest within the day.

8 Thank you!


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