Contact centre call handling procedure

Hampton Bank | Contact Centre Operations
Procedure CC-014 | Version 3.2 | Issued 14 August 2025 | Owner: Contact Centre Operations Manager | Review due: August 2026 (overdue)

1. Purpose

This procedure sets out how contact centre agents at Docklands and Parramatta take, record and close customer calls and messages, so that customers receive a consistent answer and every contact is recorded.

2. Who this applies to

All contact centre agents, team leaders and the specialist disputes team. Agents on the messaging queue follow the same steps, with the keying steps adjusted for chat.

3. Steps

1. Greet the customer and state your first name and the bank.
2. Open Hamlink, screen one (Customer Search). Verify identity with three data points from the verification list (name, date of birth, one recent transaction or the registered mobile number).
3. If verification fails, offer general information only and do not discuss accounts. Note the failed attempt in the free-text field.
4. For anything beyond a balance enquiry, open screen two (Case Log) and create a case. Select the enquiry type from the drop-down list. The list has 61 entries and is not searchable.
5. Open screen three (Account Detail) to view products and recent activity. If the call involves a card, open the card system in a separate window.
6. Check the intranet guidance pages for the script or policy that applies. These pages sit outside Hamlink.
7. Resolve the enquiry if it is within your limit. If it is not, or the case involves a dispute or a fraud flag, transfer the case to the specialist queue and tell the customer when to expect a call back.
8. Type the call notes into the case. If a card transaction is involved, type them again into the card system.
9. Close the case with an outcome code, or leave it open with a follow-up date.
10. If the customer raises a complaint, apply the complaint flag in Hamlink and follow the complaints procedure (P2). Do not try to resolve the complaint on the call.

4. Systems used

• Hamlink (the legacy CRM): three screens for search, case log and account detail.
• The card system, in a separate window.
• The intranet, for scripts and policy.
• Telephony, for call recording and queue status.

5. Known pain points

• There is no single view of the customer. Agents only see an earlier contact if the customer mentions it or the agent goes looking.
• Notes are typed more than once.
• Guidance is in the intranet, not in the tool, so new agents take longer to find answers.
• The enquiry type list is long and agents choose different entries for the same call, which makes reporting unreliable.
• Transfers to the specialist queue lose context, so customers repeat their story.
• Complaints are flagged but sit in the same list as general enquiries until a team leader picks them out.

6. Escalation

Team leaders handle anything the agent cannot. The Contact Centre Operations Manager approves changes to this procedure.