Main > SCA Proc > Contact Advisor Instructions > Request for SCC Contact

Procedure for handling SCC contact requests (updated 6.17.09)

  1. Customer calls Advisor VM asking for contact with SCC or any ticket where an SCC is listed on the account
  2. CA reassigns ticket to SCC.
  3. Mark the ticket priority as SCA FOLLOW-UP, assigned to the specific SCC, and pending, with note in Subject line: SCC Reply by (include date and time)
  4. Add a note to the Notes section: SCC sent (date and time); SCC Reply by (include date and time) (sign your name)
  5. The SCC should reply to the email. If they do so within 1 business day, put sccanswer in the notes section, and close the ticket. If they do not reply within 1 business day, put advisoranswer in the notes section, reassign to the advisor team priority urgent. When completed, reassign to SCA Team Lead, so appropriate persons can be notified (be sure to note this in the notes section for the advisor) or just send me an email with the ticket number.