Application Line SOP

1. Purpose

This SOP outlines expectations and service level standards for handling inbound calls to the Application Line. The goal is to provide merchants—whether starting the application process or actively onboarding—a reliable and easy way to connect with the Application and Hardware team for timely assistance.

2. Scope

This procedure applies to the Application and Hardware team. It covers all inbound phone support activities related to customers in the payments process, including new application inquiries and active onboarding cases.

3. Definitions

• RC – RingCentral, the platform used for call management.
• SLA – Service Level Agreement, target metric for timely service.
• Queue – The virtual call routing system where inbound calls are distributed to available agents.

4. Roles and Responsibilities

• Application & Hardware Team Members
  • Maintain a minimum service level of 90%.
  • Be in an “Available” status whenever not on a call, making an outbound call, or on a designated break/lunch.
  • Monitor team availability and call queues to ensure consistent coverage.
  • Accurately update status to “Unavailable” if unable to take calls.

5. Procedure

1. Log In to the Queue:

   • Use your RingCentral login credentials to access the Application Que.

2. Monitor the Application Queue:

   • Keep an active view of the queue dashboard .

   

   • Watch for incoming calls and ensure responsiveness during business hours.

3. Check Agent Availability:

   • In the bottom-right of the RC dashboard, view all agents and their current status.

   

   • Use this list to assess live availability and maintain consistent coverage throughout the day.