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ConcentrixClient Escalation ProcessDocument No.

Process DocumentEFFECTIVE DATE

Function: Delivery Team PAGE3- 3 -- 3 -- 3 -

Objective

To establish a process that would ensure resolution of the clients issues/concerns that were raised to the operation in a timely manner

To establish a process to ensure resolution to the clients issues/concerns which were timely raised to the operations

To establish a control point that would ensure issues/concerns were properly tracked until closure.To establish a control point to ensure that the issues/concerns are properly tracked until closureProcess Guidelines:

1. All issues/concerns raised by the client, with business impact1.1 Issues may be raised via email, business review, and other forms of communication

Issues may be raised through email, business review, or other forms of communication1.2 Issues received by CCP, Leadership team or Support Group. 2. Delivery Team should conduct RCA, study and conduct investigation on the issues raisedDelivery Team should conduct RCA; study and conduct investigations on the issues raised2.1 Delivery Team should update the Escalation tracker and its status

2.2 Delivery Team should formulate the action plan and its timeline

3. Operations Manager/Senior Manager will evaluate the urgency of the issues/concerns raised and should set a priority level but should always ensure that all client escalated cases should be treated as urgent and priorityOperations Manager/Senior Manager will evaluate the urgency of the issues/concerns raised and should set a priority level but should always ensure that all client-escalated cases should be treated as urgent and priority

Priority LevelDescriptionOwnerResponse TimeFrequency of UpdateClosure

High-Customer Complaint

-Performance Issue

-Contractual obligations

-Business impactingSenior Manager/Operations Manager30 minutesEvery 4 Hours until closure24-48 Hours

Low-Reporting Issue

-Billing concernsSenior Manager/Operations Manager/Team Captain30 mins 1 HourDaily until closureWithin 5 days

4. Operations Manager/Senior Manager will communicate the action plan to the ClientOperations Manager/Senior Manager will communicate the action plan to the client5. Accounts OM and SM should ensure that client escalation tracker should be updated on the status of the cases if its ongoing, pending or closed and the details of the action itemsAccounts OM and SM should ensure that client escalation tracker should be updated regarding the status of the cases if its ongoing, pending, or closed and the details of the action items1.1 All related communications to the client to address the issues/concerns raised should be saved in the repository to ensure control point and proof that escalated case was handled and being closedAll related communications to the client to address the issues/concerns raised should be saved in the repository to ensure control point and show proof that the escalated case was handled and closed.1.2 Artifacts to support the client communications may in the form of email, minutes of the meeting, skype msg., etc.Artifacts to support client communications may be in the form of email, minutes of the meeting, skype msg., etc.6. Client escalated case review/update should be in place to ensure that all cases were covered during the period of escalation: 1.3 Client escalated cases brought during the Weekly Business Review (WBR) or during the covered week should be part of the WBRs agenda/review1.4 Monthly review on the client escalated cases should be of the part of the Monthly Business Review (MBR) agenda Client Escalation Tracker:

Frequency

Every issue that client escalated

Control PointActivityObjectiveAttribute

Client Escalation Ensure resolution of the client issues/concerns raised in a timely mannerClient escalation tracker

Process Measurement

Escalated Case closure %

Files/Forms Used Client Escalation Tracker

Process Flow

Concentrix Proprietary & Confidential Information

_1493410248.xlsClient Escalation Log

Note:All escalated cases should be treated urgent and priority

Priority LevelDescriptionResponse TimeFrequency of UpdateClosure

High- Customer Complaint- Performance Issue- Contractual obligations- Business impacting30 minutesEvery 4 Hours until closure24-48 Hours

Low- Reporting Issue- Billing concerns30 mins 1 HourDaily until closureWithin 5 days

DateSiteProgramManagerSenior ManagerName of Client who Escalated the CaseIssuePriority LevelAction TakenOwnerStatusClosure DateRemarks

OngoingHighCDOClosed

PendingLowDVO

Closed

NA