Incident Report (Campaign)

⚠️Incident Report⚠️

• Churn the Campaign on friday.virtualchamps.com

  • Churn should be declared on the day of the client's notification, dated on the Campaign end date

  • Complete the form and submit

  • This should automatically send an email notification

• Prepare to discuss the Incident Report during the Level 10 calls every Wednesday at 9:00PM Philippine time

  • Churn Date

  • Reason

  • Agent(s) Assigned

  • Reason - include historical data that could have affected the Client's decision or Campaign outcome

    • Agent Notes - 

      • Discuss the agent performance throughout the campaign

      • Mention any concerns that you or the Client have identified

      • If there were Agent changes or replacements, please flag that as well as the impact this had on the Campaign or Client relationship

      • Please link the EOD and QA folders here

    • Client Feedback - 

      • Discuss any significant Client feedback from the start up to the end of the campaign

      • Mention if there have been any change in the business or structure

      • Go through the past 60 days of Client check in meetings that you've had and provide a summary

  • Alternative Actions - what could we have done differently

  • Lessons Learned - key takeaways from this experience

  • Future considerations - how can we prevent this from happening in the future

Note: In writing the Incident Reports, reflect and try to write as honestly as you can. The intention is to find gaps, ways we can improve and do better. How you reflect and write the Incident Report could prevent future churns from happening and help others in Operations who are experiencing the same challenges.