Campaign Transition

Schedule a 1-hour meeting between the existing Account Manager and the new Account Manager, include the Account Manager's assigned Operations Assistant

• Discuss the account history

  • Original agreement

  • Any significant change

  • Agent performance

  • Client feedback, preference and behavior

• Orient the new Account Manager to the workflow and share the EOD and QA folder

• Share the training materials and other files from the client for future training and coaching purposes

• Endorse the client's contact information (email, phone number, etc.)

Introduce the new Account Manager to the client

• Please consult management if assistance is required for the transition messaging

• If possible, include the new Account Manager to the recurring client calls

  • It would be best if the new Account Manager can join existing calls to be able to observe and follow any preferred format

• Add the new Account Manager to all recurring client and agent check in calls

• Request for the new Account Manager to be added to client facing communication channels

• After the call, start an email thread with the new Account Manager's details with the new Account Manager cc'ed on the email thread

Introduce the new Account Manager to the team internally and add to the group chats

• The new Account Manager should be in all the team/internal facing chats and communications such as emails

• Schedule a call with the agent or team for a formal introduction and handover

• Endorse contact details to the new Account Manager

  • Agent/Team email(s), contact #(s), and emergency contact #(s)

Handover period

• The new Account Manager should immediately take over the Client communication and overseeing the Client and Campaign health with the supervision and assistance of the existing Account Manager

  • The existing Account Manager should review comms, provide feedback on Campaign performance and attend meetings as needed to ensure a smooth transition

Request for Admin to change the Account Owner on friday.virtualchamps.com

• This can be done through Discord

Schedule a 1-hour meeting between the existing Operations Assistant and the new Operations Assistant with the Account Manager involved

• Provide a list of the Campaigns to be transitioned to the new Operations Assistant

• Discuss:

  • Original agreement

  • Any significant change(s)

  • Agent performance

  • Client feedback, preference and behavior

• Orient the new Operations Assistant to the workflow and share the EOD and QA folder

• Share the training materials and other files from the client for future training and coaching purposes

• Endorse the client's contact information (email, phone number, etc.)

Introduce the new Operations Assistant to the team internally and add to the group chats

• The new Operations Assistant should be in all the team/internal facing chats and communications such as emails

• A formal introduction through a team meeting or chat should be done by the Account Manager, and instruct the agent/team to direct communications to the Operations Assistant but still advise that they can reach out directly to the Account Manager if needed

• Endorse contact details to the new Operations Assistant

  • Agent/Team email(s), contact #(s), and emergency contact #(s)

Introduce the new Operations Assistant to the client(s)

• Please consult management if assistance is required for the transition messaging

• This is strictly for Campaigns/Clients who have a direct communication with Operations Assistants

• Add the new Operations Assistant to all recurring client and agent check in calls (as needed)

• Request for the new Operations Assistant to be added to client facing communication channels 

Handover period

• There should be at least 2 weeks of overlap between the current and new Operations Assistant

  • This is to ensure that the work being done by the new Operations Assistant is up to standard and as required or expected by the Account Manager

  • Effective immediately and unless advised otherwise, the new Operations Assistant should take over the attendance, daily check ins, and record changes or updates with the supervision of the existing Operations Assistant

  • QA efforts should be reviewed by the existing Operations Assistant and provide the new Operations Assistant and the Account Manager any feedback

  • For the duration of the handover, the accountability of the assigned Campaigns would be shared by both existing and new Operations Assistant