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
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