Skip to main content

Daily Workflow Snapshot

Daily Workflow Snapshot

This 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 or announcements 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

FocusThe first active working block is focused on urgent messages and high-priority communicationcallbacks. andStart urgentwith clientwhat's issues.most This is when response rate expectations are highest.time-sensitive.

InboxMorning TriageTasks

    OpenGHL→Priority ConversationsTask →Notes filter by "Unread"Prioritize🔴 by urgency: billing issues > angry/frustrated clients > general questions FirstRespond to allurgent/upset unread messagesclients from theovernightNever pastlet 16these hourswait (since— yourchurn lastrisk 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 SecondReturn all missed calls withinfrom 2 hours ofprevious shiftStart startwith Ifmost arecent clientmissed cannotcalls be🟡 reached,ThirdClear sendremaining anunread SMSGHL follow-inbox messagesBottom-up via GHL: "Hi {{contact.first_name}}, this is [Your Name] from Crowned Credit. I tried reaching youapproach — pleaseoldest first 📋 ThenBegin scheduled outbound calls for the dayCheck daily call uslist back/ atGHL yourtasks 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-DayMidday Block — Hours 3–65

      ThisThe midday block is yourfor primarystructured outreachwork window.— Focusupdate oncalls, DisputeFox pipeline reviews, and proactive calls,client onboarding follow-ups, and scheduled appointments.outreach.

      ScheduledMidday CallsTasks

        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/onboardingclient update calls per— thewalk callthrough scriptsdispute round results, answer questions
        Review DisputeFox pipeline for your assigned clients — check for any stage changes or pending actions Check SmartCredit for any score changes or bureau updates on your client list Log all call notesoutcomes 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 — usenotes, the monthly check-in script For clients with recent dispute updates, call to share results Target 15–25 outbound touches per shift (calls +tags, follow-up texts)tasks Respond

          Onboardingto Follow-Ups

            Reviewany new clientsinbound whoSMS/messages signedreceived upduring inmorning block calls Flag any billing concerns to the pastBilling 48team hourswith ConfirmGHL portal access has been sentnotes and receiveda direct notification Follow up on missing documents (ID, proof of address) Schedule orientation and onboarding calls if not yet booked

            Afternoon Block — Hours 6–85–7

            FocusThe afternoon block focuses on administrative tasks,follow-ups, documentation, and disputeproactive pipeline updates.outreach.

            CRMAfternoon MaintenanceTasks

              • UpdateFollow allup contacton notesany open tasks from today'searlier callsin the shift that weren't resolved
              • MoveMake proactive check-in calls/SMS to clients towho correcthaven't pipelinebeen stagescontacted in GHL2+ weeks
              • FlagReview your task list and close or reschedule any clientsincomplete 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 pipelineitems Check GHL inbox again for any new bureaumessages responsesthat came in since morning Update DisputeFox notes for any client interactions that happened today Coordinate with team members on any shared client concerns or document uploadsescalations 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

                EndThe every end-of-shift clean.routine Leaveis detailedjust notesas soimportant as the startup. A clean close ensures the next shift canstarts pickwithout up seamlessly.confusion.

                ✅ End-of-Shift Checklist

                # Task NotesWhere
                1Clear All inbound messages replied to or flagged Zeroall unread in GHL inbox messages — respond or tag for follow-upGHL → Conversations 2Set 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"After Hours"Aircall app Prevent3Complete missedall callsopen routingGHL tasks or push to younext shift with a noteGHL → Tasks 4Write a handoff note for any urgent client situationsTeam channel or GHL note 5Log any pending escalations with team leadSlack/Discord + GHL tag 6Confirm all DisputeFox pipeline stages are accurateDisputeFox
                📝⚠️ HandoffNever NoteDo TemplateThis at Shift End
                PostDo thisnot inlog off with unread messages, open tasks with no note, or Aircall still set to "Available." The next shift will inherit your mess — and clients will fall through the teamcracks. channel
                at
                end

                Weekly ofRhythm

                shift:

                In Shift Handoff — [Your Name] — [Date]
                ✅ Completed: [list key completions]
                🔁 Callbacks needed: [client names + reason]
                ⚠️ Escalations: [any issues flaggedaddition to TL]
                the 📋daily Notesworkflow, forcertain nexttasks shift:happen [anythingon theya needweekly to know] Daily KPI Targetscadence:

                MetricDay DailyWeekly Target
                Measured ByTask MondayReview Outboundyour callsfull madeclient list — identify anyone overdue for contact 15–25 Aircall / GHL WednesdayMid-week Inboundinbox responseand timepipeline audit — catch anything that slipped < 2 hours GHL timestamps FridayEnd-of-week Conversationsreport resolvedto team lead — wins, concerns, stuck clients 20+ GHL Inbox WeeklyReview CallSmartCredit notesfor loggedscore movement on all assigned accounts 100% of calls GHL Contact Notes Scheduled calls completed 100% of appointments GHL Calendar
                Back to top