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Case handling quality checklist

Case Documentation

Ensure that all relevant case details are accurately documented

Verify that case information is organized and easily accessible

Confirm that all attachments and supporting documents are included

Double-check for any missing or incomplete information

Review the case documentation for clarity and coherence

Case Prioritization

Evaluate the urgency of the case based on impact and severity

Determine if the case requires immediate attention or can be scheduled

Assign appropriate priority levels to cases based on their importance

Ensure that the prioritization criteria are clearly defined and followed

Regularly review and update case priorities as needed

Case Assignment

Assign cases to the most suitable and available support staff

Verify that the assigned staff has the necessary skills and expertise

Communicate the case assignment promptly and clearly

Monitor the workload of each support staff to maintain a balanced distribution

Follow up on assigned cases to ensure they are being handled promptly

Case Resolution

Review the steps taken to resolve the case

Confirm that the resolution aligns with the organization's standards and policies

Ensure that the resolution is effective and addresses the root cause

Validate that proper testing and quality assurance procedures are followed

Obtain customer confirmation and feedback on the resolution

Communication

Maintain regular and clear communication with the customer throughout the case lifecycle

Document all communication related to the case accurately and comprehensively

Respond promptly to customer inquiries, providing updates and progress reports

Ensure that all communication is professional and courteous

Follow up with the customer after case closure to confirm satisfaction

Case Closure

Verify that all necessary steps for case closure are completed

Document the case closure process, including any relevant notes or details

Confirm that the customer is satisfied with the resolution and closure

Archive the case for future reference and knowledge sharing

Conduct periodic reviews of closed cases to identify any improvement areas

Note: This checklist is meant to serve as a general guideline. Organizations may customize it further based on their specific needs and requirements.

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