Following up on After Hours Calls Process and Schedule

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.