Client services schedule and expectations

The Client services department has two primary schedules, peak and off-peak.

Off-peak period (from Victoria day to Labour Day):

Hours: 8:00am to 4:00pm, Monday to Friday - closed for lunch between 12:00pm - 1:00 pm

Peak period (begins day after Labour Day):

Hours: 9:00am - 5:00pm, Monday to Friday and possible weekends - closed for lunch between 12:00pm - 1:00 pm (except on match days, application deadline days, extraordinary circumstances)

General expectations

• Two primary agents must be covering the live lines (phones and chats) at all times.
• Primary agents must be logged in on time by the time the live channels open and logged off when they close.
• Primary agents must coordinate coverage amongst themselves in the morning and are expected to bounce from one channel to the other based on volume.
  • Exceptions:
    • During off peak period, it may be possible that one agent can cover both lines for certain situations (breaks, meetings) if it's not busy.
• Agents must discuss break times with each other, ensuring breaks can be taken, and that lines are still covered during breaks.
  • Agents can take one 15 min break in the morning/one 15 min break in the afternoon/one hour lunch break between 12-1pm.

• Chats:
  • Agents are expected to manage up to 5 chats maximum simultaneously.
  • Agents on chats cannot be on phones simultaneously.
  • Agents on chats are encouraged to address emails if their chat load permits.
• Phones:
  • Agents on phones should not be handling chats simultaneously.
  • Agents on chats are encouraged to address emails if their phone load permits
• Emails:
  • Agents should address emails if phone/chat load permits.

General Rules

• If primary agents are overwhelmed, secondary agents should be ready to step in immediately. Primary agents are to notify secondary agents, secondary agents are to notify tertiary agents.
• Tertiary level monitor the situation and assist as needed, prioritizing channels with the highest demand and within their abilities.

Coverage Schedule