The Shared Contact Centre will follow three levels when resolving/updating all referenced queries and shall be categorised as follows:

LEVEL 1 - INFORMATIONAL:

Service that requires basic information (Inbound Contact Centre Agents)

• This requires quick reference to knowledge management solutions, database or other quick reference documents e.g. FAQs, basic policy information, basic departmental information, ambulance delayed responses. This should be dealt with within 24 hours.

LEVEL 2 CASE MANAGEMENT

Service that requires more time or interpretation.

• Both information and case management are performed by Contact Centre Agents (inbound and outbound). They are required to resolve 80% of the first-time calls. However, it may be required to investigate transactions or requests for information from the back office function and even other sources to which they do not have immediate access. An updated response should be given within 72 hours.

LEVEL 3 INTERNAL INVESTIGATION:

Service that is more complicated because of either policy complexity or unique circumstances.

• The request is captured and routed to the relevant supervisor, manager or internal investigator, who researches and responds directly to the Contact Centre. A follow up resolution is required within 25 working days to the complainant.