Who should complete this checklist?+
Include someone who understands operations, frontline calls, scheduling, on-call coverage, customer expectations, and any privacy or compliance requirements.
How often should the call plan be reviewed?+
Review it whenever hours, services, service areas, calendars, escalation contacts, or legal requirements change, and on a regular operating cadence.
What should we test first?+
Start with the most common new-customer call, an urgent scenario, an out-of-area request, an unknown question, and a failed transfer.
