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Daily Workflow Snapshot

Daily Workflow Snapshot

XThis page outlines the standard daily schedule and task checklist for all Customer Support Representatives (CSRs) at Crowned Credit. Following this workflow ensures consistent client experience, no tasks fall through the cracks, and every shift ends with a clean handoff.

📌 Important
This snapshot is based on a standard shift. Shift times vary by team member and timezone. Adjust start/end times to your assigned schedule. The order of tasks remains the same regardless of shift time.

Shift Start — First 30 Minutes

The first 30 minutes of every shift are for orientation and setup. Do not begin client calls or reply to messages until you have completed all startup tasks.

✅ Startup Checklist

# Task Where Est. Time 1 Log into GHL, Aircall, DisputeFox, SmartCredit All platforms 5 min 2 Check GHL Inbox for unread messages (SMS, email, chat) GHL → Conversations 10 min 3 Review missed Aircall calls and voicemails from previous shift Aircall Dashboard 5 min 4 Check team communication channel (Slack/Discord) for updates Team channel 5 min 5 Pull up your task queue and call list for the day GHL Tasks / Daily Tracker 5 min

Morning Block — Hours 1–3

Focus on high-priority communication and urgent client issues. This is when response rate expectations are highest.

Inbox Triage

    Open GHL → Conversations → filter by "Unread" Prioritize by urgency: billing issues > angry/frustrated clients > general questions Respond to all unread messages from the past 16 hours (since your last shift) Flag any conversations that need escalation and notify Team Lead Mark each conversation as read or move to appropriate pipeline stage when resolved

    Voicemail & Missed Call Callbacks

      Open Aircall and listen to any voicemails from missed calls Log voicemail content in the client's GHL contact notes Return all missed calls within 2 hours of shift start If a client cannot be reached, send an SMS follow-up via GHL: "Hi {{contact.first_name}}, this is [Your Name] from Crowned Credit. I tried reaching you — please call us back at your earliest convenience or reply to this text."
      ⚠️ Response Time Standard
      All inbound messages (SMS, email, voicemail) must receive a response within 2 hours during business hours. Clients who wait longer than 2 hours without acknowledgment are at risk of churn.

      Mid-Day Block — Hours 3–6

      This is your primary outreach window. Focus on proactive calls, onboarding follow-ups, and scheduled appointments.

      Scheduled Calls

        Open GHL Calendar — confirm all appointments scheduled for today Send reminder SMS 30 minutes before each scheduled call: "Hi {{contact.first_name}}, just a reminder your call with Crowned Credit is in 30 minutes. Talk soon!" Complete scheduled orientation/onboarding calls per the call scripts Log call notes in GHL immediately after each call Update pipeline stage in GHL after each completed call

        Proactive Outreach

          Pull the list of clients who have not been contacted in 14+ days Make check-in calls — use the monthly check-in script For clients with recent dispute updates, call to share results Target 15–25 outbound touches per shift (calls + follow-up texts)

          Onboarding Follow-Ups

            Review new clients who signed up in the past 48 hours Confirm portal access has been sent and received Follow up on missing documents (ID, proof of address) Schedule orientation and onboarding calls if not yet booked

            Afternoon Block — Hours 6–8

            Focus on administrative tasks, documentation, and dispute pipeline updates.

            CRM Maintenance

              Update all contact notes from today's calls Move clients to correct pipeline stages in GHL Flag any clients with billing issues for billing team or Team Lead Ensure all call outcomes are tagged in Aircall (resolved, callback needed, escalated)

              DisputeFox Check

                Log into DisputeFox and review your assigned client pipeline Check for any new bureau responses or document uploads Flag clients whose dispute round is complete and ready for review Notify Dispute Team of any client-submitted documents that need processing

                Shift End — Last 30 Minutes

                End every shift clean. Leave detailed notes so the next shift can pick up seamlessly.

                ✅ End-of-Shift Checklist

                # Task Notes 1 All inbound messages replied to or flagged Zero unread in GHL inbox 2 All call notes logged in GHL Every call gets a note 3 Pipeline stages updated for all active clients GHL & DisputeFox 4 Handoff note posted in team channel List anything urgent for next shift 5 Escalations submitted to Team Lead Written, not verbal 6 Aircall status set to "Offline" or "Away" Prevent missed calls routing to you
                📝 Handoff Note Template
                Post this in the team channel at end of shift:

                Shift Handoff — [Your Name] — [Date]
                ✅ Completed: [list key completions]
                🔁 Callbacks needed: [client names + reason]
                ⚠️ Escalations: [any issues flagged to TL]
                📋 Notes for next shift: [anything they need to know]

                Daily KPI Targets

                Metric Daily Target Measured By Outbound calls made 15–25 Aircall / GHL Inbound response time < 2 hours GHL timestamps Conversations resolved 20+ GHL Inbox Call notes logged 100% of calls GHL Contact Notes Scheduled calls completed 100% of appointments GHL Calendar
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