FAX TRAINING

FAX TRAINING

FAX/MAIL EXPECTATIONS AND STANDARDS

• Adherence: Follow Schedule in IEX daily.
• ACW: After Call applies to when in Outbound Status maximum allowed time 2 minutes the same as Inbound Status.
• AHT per Fax: 7-10 minutes per Fax Incident
• AHT per OB Call: Follow Inbound AHT if you were able to reach someone.
• Fax Files: Completed in 1 business day
• Mail Files: Completed in 3 business days
• Fax/Mail Daily Files: will be assigned to specific person when smaller file and assigned sections when larger file.
• You will be responsible for your own call backs.
• Call Backs: Any member that we need to verify Eligibility, visually impaired or Size we need to make 3 call attempts to that member. Any member on the Do Not Call List needs to be added with their information to the Tracking so that we can mail a letter to the members .
• Corrections: We should only be making corrections to an incident of your own.
• Overseas Orders: Only PCB for Overseas Members needs to be Escalated.
• Phones: When needed to help in the Queue we need to switch swiftly to Available Status.
• Dropped Calls: Please send me DM of the dropped call even if it is an Outbound Call.
• Kicked off AVD: Advise in System Chat with a Screen Shot of your screen.

What does a Fax File look like?

01 15 2026

1 2 5 5 6 5 2 8

JOHN P SHERMAN

42 Wallaby Way

11 22 1988

(404)-626-9999

190/95

11

01 /12/2026