02 — Capability · BC-450.20
Contact & Case Handling
Receive every customer contact, turn it into a tracked case, get it to the person who can resolve it, and close it only when the customer agrees it is done.
- Case Management
- Contact Handling
- Ticket Management
In scope
- Intake across phone and chat and email and messaging and social channels
- Case creation and routing by skill and priority
- Resolution and customer confirmation
- Escalation paths for severity and dissatisfaction
Out of scope
- Field visits to resolve the case (see BC-450.40)
- Formal complaints with regulatory implications (see BC-140)
Realized by · 3
Used in · 1
Build it · 0
- Nothing in the library points here yet.
Decomposes into · 4
- BC-450.20.10Omnichannel IntakeAccept contacts from any channel the organization offers, identify the customer once, and carry the context if they switch channels mid-conversation.
- BC-450.20.20Case Logging & RoutingRecord the issue, classify and prioritize it, and route it to the queue or agent with the right skills and entitlement, without re-asking what was already said.
- BC-450.20.30Case ResolutionDiagnose and resolve the issue using knowledge and tools, keep the customer informed, and close with confirmation and a recorded cause.
- BC-450.20.40Escalation HandlingMove cases that exceed time, severity or authority limits to the next tier or to management with the history intact and a named owner.