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Following up on After Hours Calls Process and Schedule

This Document Summarized the Internal Process for when an After-Hours call is received. 

After Hours Voicemail Process 

When a client calls with an after-hours emergency outside of normal business hours, a Manager reaches out to the client within 2 hours of voicemail being left.  

What is an emergency? 

After hours emergency are situations that deal with payroll processing, delivery issues, client data security or employees pay. 

All Managers are on deck for after hours.  There will be 1 Manager that will be in charge each month on a full rotation.  However, all Mangers should watch text and make certain that someone responses “On it” so the entire team knows that someone is taking care of the client.   

As changes need to be made to the group, please notify the Ring Central Administrator 

  1. Managers received text that a voicemail has been left 
  1. Manager responds to group chat ‘Department Touchpoint’ that they are “On it” and are going to own it or that they can't and ask that someone please grab it. 
  1. Manager reviews email (afterhours@paynw.com and then distributed to all the managers to check voicemail received 
  1. Within 2 hours Manager contacts client via phone 
  1. Manager replies to email with resolution and short description of the call, so everyone is aware this is taken care of. 

* If the Manager on After Hours Duty is unable to cover any portion of time in the month they are assigned, it is their responsibility to find another manager to cover for them during the vacancy. 

Teresa Munoz will oversee the afterhours text in the event there is a non-response to make certain, with Connie Barnett as a backup to her.  This will remain in place until the Director of Client Success has been hired and brought up to speed at which point they will take the overseeing of this process into their purview. 

 

Chris Dec/Jul Garrett- Feb/Sept  

Nichole November/April Corisa January/March 

Jamie T Jun/Oct Justin  

Mike May/ August 

Note: Mike N take November, Nichole take August  

 

 

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.