Support Policies
If customer is unable to obtain that medical attention on their own:
1) Establish the customers name, service point 911 address that the customer is currently located at, and the customer’s phone number.
2) Do not hang up on the customer unless the call has ended prematurely.
3) Post in the teams announcement and daily chat:
AGENT OFFLINE – CUSTOMER EMERGENCY
4) From your cell phone or an alternate phone that is not your Allworx phone, call the OPP dispatcher service at 1-888-310-1122.
5) Explain that you are calling from the support department for whichever company the customer has services with, and that you have the customer on another phone if you are still connected.
Tell the dispatcher why you came to the conclusion that the customer is in need of medical attention and what happened. The dispatcher will require all the information collected in step 1 to assist the customer.
If you have the customer on the other line, do not hang up with the customer unless instructed to do so by the dispatcher.
Once you are connected with the dispatcher, they have complete control of your call and interaction with the customer and you are to do as instructed by them implicitly until they no longer need you on the phone.
6) Once yo are able to, call and debrief a manager. If it was a Hay call, call Marcel directly, if it was a TCC call, call Joseph directly.
Marcel: 519-317-7086
Joseph: 519-719-3364
If you can’t get a hold of the primary manager, call your other manager so that someone in management is aware.