Frontline Incident Escalation Process

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Objectives

To clearly define what needs to be done by OBW front line teams in case of incidents such as network or critical system outages. Systems affected include CRM, CTI, IN platform and BSCS etc.

These will also cover services such as Recharge, BIS, SMS, Orange Money failures and any other issues that comes through front line employees.

 

Key Performance Indicator

• ITN - SMC to resolve issues within agreed service level agreements as per their internal incident management processes timelines and send feed back to outsource team lead and CRM Management.
• For an observed trend by front liners, both OBW or Outsource, report to SMC to be logged immediately.

 

Inputs:

• Observed Trend by Front-liners.

 

Outputs:

• Issues of observed trends resolved.