CS Update: Call Crushing – Updated Expectations

We’ve identified a knowledge gap in the expectations around Call Crushing, we'd like to take a moment to clear up our expectations around a part of this process.  The aim is to improve ownership and ensuring consistent handling of incoming calls related to existing tickets.

🔄 Call Crusher Process:

1. All Call Crushers Must Take ‘Next Action’
When handling a call about an existing ticket, the agent must take the appropriate next step based on ticket priority:

If the Ticket is Low – High Priority:

• ✅ Take over the ticket
• 🔄 Take the next action (equivalent expectation to taking the first action on a new ticket)
• 🛠️ Run the Call Crusher macro

If the Ticket is Urgent:

• 🛑 Do not take the ticket
• 🔄 Take the next action (equivalent expectation to taking the first action on a new ticket)
• ✍️ Update the ticket notes to reflect the actions taken
• 📌 Tag the current assignee in the ticket to inform them of the update

Important: Please do not message the email agent or ticket assignee with what action is required. This action required is on the call crusher or emailer (if the 'new' interaction is via email) to taken on. 

If you have any questions about this process, please reach out to your TL or myself directly.

Thanks for your ongoing efforts to ensure our support remains efficient and consistent for our customers. 

If you have any questions, please reach out to your TL.

📧 This update was also communicated via email on 30th June 2025, titled "📞 Call Crushing – Updated Expectations" sent by Riley L (Customer Experience Operations Leader).