POC (Permanent Lockout Override Code) Requests

When a client goes into Perm Lockout, we may be able to assist with a POC code. These Codes are administered by CSG. Not every brand we service this follow the same process. This code ensures a one-time start to get to the service center for an appointment. There are several things that you must consider along with the SOP.

General hours of operations

Monday – Saturday/8AM - 7:00 PM EST (Spanish and English)

Please note: Leadership and select agents are able to give override codes to clients if needed. The hours above are for Client Services Group. This means that if you are submitting a POC code request you should check to make sure that the call will fall within those hours.

POC request can be submitted at any time. However, you need to think about when the client should actually get the call. This is what will determine the client's options.

Future POC request

• Identify client is in Permanent Lockout

• Determine when the client can get serviced

• Check the SOP for their State of Conviction to find if POC's are allowed

• Quote the client for the POC

• Schedule the client during the appropriate CSG hours of operations

• Confirm what time zone the client is in

• Find out from the client how long it will take them to drive from the vehicle to the service center

• Schedule the appointment

• Fill out the POC request (UTR Ticket)

• Go through the UTR checklist with the client

• Explain to the client what to expect when CSG calls

  • Review the checklist at the bottom of the POC request form

  • CSG will call about 10-15 minutes before the client must leave for their appointment

• Notate the client's account with full information (appointment details, quote, ticket number, etc.)

Same Day POC Request

• Identify client is in Permanent Lockout

• Determine when the client can get serviced

• Checking the state of conviction SOP to determine if the client can get a POC code. (Quote the client for the POC code)

• Schedule the client during the appropriate CSG hours of operations

• Confirm what time zone the client is in

• *For same day clients must be scheduled out at least 1 hours + drive time*

• Find out from the client how long it will take them to drive from the vehicle to the service center

• Schedule the appointment

• Fill out the POC request (UTR Ticket)

• Go through the UTR checklist with the client

• Explain to the client what to expect when CSG calls

• Notate the client's account with full information (appointment details, quote, ticket number, etc.)

Monitech and Guardian M9 do not follow this process. Agents will be administering codes to these clients.

Everything doesn't always go as planned when we send out these requests. We have a POC and MA support chat with CSG in TEAMS.

POC Escalations

• Client missed POC call

• Client needs to change POC request

• Client has not received a call yet

• Client needs to cancel request