Internal Handoff Protocol for Out-of-Scope Technical Service Requests

Introduction

In the Abbott Medical Customer Service framework, certain requests fall outside the standard customer support scope—such as technical services or software upgrade inquiries. To ensure these are handled efficiently and appropriately, agents must follow the established internal handoff protocol. This article outlines the step-by-step process to escalate and document out-of-scope technical service requests.

Scope of Out-of-Scope Requests

Examples of requests classified as out-of-scope include, but are not limited to:

• Technical service support (e.g., device diagnostics, maintenance)
• Software upgrades or patch installations for Abbott devices
• Product installation or configuration requiring specialist intervention

Handoff Protocol Process

To properly escalate out-of-scope requests, follow these detailed steps:

1. Identify and confirm the request is out-of-scope for Customer Service.
2. Gather complete information regarding the issue, including detailed descriptions, affected products or software versions, and any troubleshooting already performed.
3. Locate the appropriate escalation contact using the latest escalation contacts list. If unsure, refer to the [Internal Escalation Directory] or consult your supervisor.
4. Create an escalation ticket in Zendesk, ensuring to attach all relevant information and clearly state that the request is out-of-scope and requires technical service intervention.
5. Notify the escalation contact via email or phone as per the contact protocol, providing the ticket reference number and a summary of the issue.
6. Document all communications in the ticket comments for traceability and future reference.
7. Confirm with the escalation contact that the request has been accepted and is being processed.

Tips and Best Practices

• Maintain clear and professional communication when notifying escalation contacts.
• Ensure the accuracy and completeness of the issue description to reduce back-and-forth communications.
• Regularly review and update your knowledge of escalation contacts to avoid delays.

Additional Resources

For further guidance, consult the following resources:

• [Escalation Contacts List]
• [Zendesk Ticketing System User Manual]
• [Customer Service SOP Document]

Conclusion

Following this internal handoff protocol ensures that out-of-scope technical service requests are escalated swiftly and accurately, supporting Abbott Medical’s commitment to professional, compassionate service and continuous innovation in patient care. Agents play a crucial role in enabling smooth transitions and thorough documentation to maintain high-quality support standards.