PROPOSED SUPERVISOR CALL

STANDARD OF PROCEDURE

PRELIMINARIES

Given the current situation in which not every Team Manager has the same involvement in

assisting our users requesting a supervisor contact (either via messages or via calls) and given the

discrepancies between us, I would like to propose the following measures regarding a new procedure for

us, the TMs to be followed in order for equity to be established.

GOAL OF THIS PROPOSAL

The goal of this draft is to ensure some fair guidelines are in place and to ensure that we don’t

have any kind of avoidance if one of us is available to assist a user in any way possible.

WHAT WAS OLD

● multiple trackers (form responses + sup calls form)

● crewbies pinging multiple TMs individually to request escalation assistance

● lack of responses on the Team Managers Chat

● huge interval needed for taken escalations

● EN sup calls avoided

● crewbies who did not use the form

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 PROPOSALS

1. Procédure wise

We must do what we can to ​simplify the whole process ​for both TMs and CS. Given this,

the ​first proposal of this SOP is to ​only use the tracker completed via forms by the agents and

to deprecate the form we, as TMs, need to complete after an escalation. We can pull records

regarding SupCalls count per TM by creating a drop-down on the “TM taking the escalation”

section of the tracker the crewbies complete via forms. Thus, we will have the crewbies who are

top-performers in Sup Requests count, the issue of each request, the timestamp and the TM taking

the escalation in the same tracker. So, having all information there, ​we can pull all reports without

the need for another tracker to be completed.

Given this, we should push the ​communication to pursue all the crewbies that the ​
only

way their escalation will be assisted is if they place it in the form​, even if their TM is at work.

This can easily be done within one week of ​daily communication in 1-1s, team meetings and

via emails sent to the whole floor, which I volunteer to create and distribute. Awareness will be

raised immediately.

2. Actions wise

One of our duties, as TMs, is to assist our users, according to the “user comes first” pillar of

TI. This means that an escalation call is a Priority 1 action that needs to be taken. Of course, this

must not interrupt the ongoing activities we’re in, such as coachings or team meetings, but, as we

are a team, the probability of everyone to be engaged in something else is virtually zero.

The following steps are the ones I’d propose for making the whole process more efficient

and to raise the equity between our team members:

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 Sup Call Prioritization and limitations:

1. The ​TM on task should NOT take any escalation calls​, since we have at least 2 TMs per each

language, so the back-up is theoretically there (in case of rotations, the escalations must be taken

immediately when a TM supporting that language is available and not on task)

2. The first contact when an entry is completed in the form must be ​the agent’s own TM, if the TM

is at work. The TM on task must check the agent’s TM schedule and to ping directly the manager.

2.1. If the ​TM is at work but does not respond in a timely manner (30 min, perhaps the TM

is in lunch), ​proceed with pinging the group​ with the request.

2.2 If the ​TM is not at work​, find a replacement taking into consideration ​the language as

the first criteria. ​If the language prepared TM is on ​another shift​, the escalation ​
should

be sent​, alongside with indications, ​via the Task Report email.

3. If the language of the escalation is English, ​the escalation can be taken by anyone​. The

expected timeframe for this kind of escalation must be ~15 min. If the agent’s TM is not at work

and ​the group receives no responses in those 15 minutes​, the ​TM on task should assign the

escalation to the TMs which have their calendar free for the given timeframe and which, based on

the new, only tracker, addressed the smallest number of escalations.

4. As limitations, the user can request a phone-call. But this should not be an issue since we (the

TMs who remained on the Airbnb project) received notifications to redeem headphones starting the

3rd of July. Also, until Epic returnees can redeem their headphones, all call requests can be

addressed using mobile phone headphones, if the echo test is passed.

*for logistical issues such as lack of headsets, all impacted TMs should reach to their GMs for actions to

be taken in order for them to have all their needs fulfilled.

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 DIAGRAM of the above:

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 Expected results:

1. All TMs will take escalations.

2. Time for completion should be at a maximum 30 mins (if an agent’s TM is @work and in

lunch/coaching).

3. English Sup Calls will also be addressed with the same priority, by being assigned.

4. The level of equity between all TMs will be higher, since the assignments will be made in

accordance to how many Sup Calls a TM has taken, by checking the only remaining tracker since

this SOP will be active.

5. The whole process will be more efficient with only one tracker to be completed and used to pull

reports.

6. No. of Sup Calls taken by every manager can be easily counted and measures taken in cases

where obvious avoidance is detected.

7. All agents will have their requests addressed with the same priority and with the same expected

time interval.

8. The whole process is standardized and easy to be understood from the diagram above .

What happens in cases of avoidance?

If a pinged TM or assigned TM will not handle the supervisor call within a timely manner, the TM on

task will write an email to that TMs GM with all the details: When was the sup call request created, when

was the TM pinged, when or if a response was received.

Of course, this SOP is not intended to put any pressure on anyone or to point anyone out, but

rather reducing variance and respecting one of TI’s most valued pillars: customer comes first.

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