After Hours Voicemail Process Document
When a client calls with an after-hours emergency outside of normal business hours, Manager reaches out to the client within 2 hours of voicemail being left.
After hours emergency are situations that deal with payroll processing, client data security or employees pay.
Rotation Schedule:
March-Troy
April-Kristin/Sarah
May-Sarah
June-Troy
July-Kristin/Troy
August-Sarah
September-Troy
October-Kristin/Sarah
November -Sarah
December-Troy
January-Kristin/Troy
February-Sarah
Manager received text that a voicemail has been left
Manager reviews email to check voicemail received
Within 2 hours Manager contacts client via phone
Manager replies to email with resolution and short description of the call, so everyone is aware this is taken care of.