Agents will need to handle requests on a priority basis.
Priority 1 - Emails and Inbound calling:
Ideally, inbound calls should be handled immediately, while email inquiries are responded to within an hour or two. If high volume or staffing limitations make this impossible, missed calls should be prioritized for response immediately the following day.
Priority 2 - Pending Approval:
All pending approvals should be responded to within 1-2 business days. Pending approvals are managed through the Action Centre.
Priority 3 - Flagged Items:
All items flagged for follow-up should be processed within 2-3 business days from the follow-up date. Flagged Items are managed through the Action Centre.
Priority 4 - Stagnant / Stale Content (outbound calling):
Manage this based on volume and down-time. A bi-weekly or monthly review of stale or abandoned content will ensure the backlog remains manageable.
Agents will only be able to act on en-CA requests. Translations will be managed in-house.