Friday Plan — Customer Service Operations

Executive summary

This Friday plan is a practical, operational playbook for frontline customer service teams, designed to be executed every Friday from 07:00 to 20:00 local time. The objective is to maintain a consistent service level (SLA) of 80% answered within 20 seconds, a CSAT (customer satisfaction) target of 88%+, and to reduce Friday-specific incident escalation by at least 30% year-over-year. The procedures below reflect industry benchmarks and actionable staffing, technology and escalation guidance based on 2024 operating norms.

The plan assumes average handle time (AHT) of 7 minutes for voice interactions and 12 minutes for email/chat threads, with expected Friday call volume variance of ±22% compared with weekday average. It provides concrete staffing formulas, a packed operational checklist, KPI thresholds, escalation timelines, customer communication scripts and cost references (overtime, temporary coverage and software subscription ranges) so managers can implement the plan within 1–2 business cycles.

Staffing and scheduling — exact coverage and FTE math

Use a demand-driven headcount model. Example: expected inbound voice calls on a typical Friday 09:00–12:00 = 420 calls. With AHT = 7 minutes, workload = 420 × 7 = 2,940 minutes = 49 agent-hours for that 3-hour window. Divide by 3 hours = 16.3 agents, rounded up to 17 live agents to meet the SLA buffer. Factor in 25% shrinkage (breaks, coaching, admin): required roster = 17 ÷ (1 − 0.25) ≈ 23 agents scheduled for that 3-hour block.

Shift design: implement 4 core shift types for Fridays — early (07:00–15:00), mid (09:00–17:00), late (12:00–20:00) and split-shift (07:00–11:00 & 16:00–20:00). Budget overtime at $30–$45/hour depending on region (U.S. benchmark 2024). For last-minute coverage, temp agencies typically charge $28–$50/hour per agent plus a 20% markup; plan a contingency pool of 10% of Friday roster for emergency hires or on-call pools.

Operational checklist — pre-shift, during-shift, post-shift

This checklist is the minimum operational standard that managers must sign off on each Friday. It is prescriptive: time stamps, owners, and fallbacks. The goal is to avoid single points of failure and to ensure measurable handoffs into the weekend.

• 06:30 — Pre-shift checklist completed by Duty Lead: confirm telephony trunk status, IVR flows, CRM availability and knowledge base sync. Vendor status: call carrier NOC if SIP trunk latency >200ms; carrier contact example: TelecomOps, +1-800-555-0101.
• 07:00 — Roster verification: confirm agent login status; replace missing agents from 10% contingency pool or approve overtime. Record replacements in the shift log (Google Sheet link recommended: internal URL).
• 08:00 — Proactive outbound messaging: send a Friday-specific FAQ email to 20% high-touch customers and post service notice on support page (example: https://www.fridayplan.com/status).
• 10:00 — Mid-morning review: manager checks queue depth, ASA (average speed of answer), and AHT; if ASA >40s for 10 consecutive minutes, authorize additional two-seat uplift.
• 14:00 — Knowledge base update checkpoint: document any new workarounds or recurring issues and publish within 30 minutes; tag updates with “Friday-YYMMDD”.
• 17:00 — Weekend handoff: complete incident summary, file open tickets with priority and assignee, and escalate P1s to on-call engineer with SLA: 30-minute response and 4-hour mitigation target.
• 20:30 — Post-shift debrief: capture lessons, update root-cause tracker, and schedule Monday deep-dive review. Save shift logs to team drive under /ops/friday/

KPIs, dashboards and recommended tooling

Track these KPIs in real time and in a Friday-specific dashboard: ASA (target ≤20s), Service Level (80% in 20s), AHT (voice target 6–8 min), CSAT (target ≥88%), first contact resolution (FCR target ≥72%) and abandonment rate (≤6%). Use threshold alerts: if SLA drops below 70% for 15 minutes, auto-trigger SMS alert to Duty Lead and schedule uplift. Produce an end-of-day PDF report by 21:00 containing volume, top 3 reasons for contact, and open escalations.

Recommended tools with 2024 reference links: Zendesk Support (starts from about $49/agent/month for higher tiers, https://www.zendesk.com), Talkdesk (cloud telephony for contact centers, https://www.talkdesk.com), and Five9 (omnichannel routing, https://www.five9.com). For workforce management, consider Calabrio or NICE; budgeting: WFM licenses typically $5–$15/agent/month in mid-market deployments (2024 guidance).

Escalation and recovery protocols

Define severity levels and response targets explicitly: P1 (production outage affecting >20% customers) — acknowledge within 15 minutes, mitigation within 4 hours, full RCA within 72 hours. P2 (degraded performance) — acknowledge within 30 minutes, mitigation within 12 hours. Maintain a 24/7 escalation hotline for Friday incidents: sample line +1-800-555-0199 ext. 2 (Duty Escalation). All escalations must be logged in the ticketing system within 10 minutes of detection using the “Friday-Escalation” tag.

Recovery playbook steps: identify and isolate root cause, implement temporary workaround (documented with timestamps), communicate ETA to affected customers via channel of record (SMS/email/portal), assign permanent fix owner and schedule follow-up. Use post-incident review templates with metrics: downtime minutes, affected customer count, direct cost estimate (labor + third-party) and corrective action owner with due date.

Sample Friday handoff script and customer communication

Effective Friday communication reduces escalations. Use an empathic, precise script: “Hi, I’m [Name] from FridayPlan Support. I see you’re affected by [issue]. We’ve acknowledged this and are working on a fix; our current ETA is X hours. I will follow up by [time] and you can reach our 24/7 line at +1-800-555-0199.” Always give a timestamped ETA and a follow-up promise with owner name and contact.

• Internal handoff lines: include incident ID, summary (2–3 sentences), actions taken, current blockers, and next steps. Example: “INC-20250923-042: Payment gateway timeouts affecting 12% of transactions; mitigation = route to backup processor; owner = Ops Lead, Maria Chen, [email protected]; response due 18:00.”
• Customer-facing: always include link to status page and expected next update time. Keep tone consistent and measurable: no “soon” — use “within 60 minutes” or a specific time.

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How do I contact getting out customer service agent?

If an account is used by the account holder at any point in the inactivity period, the inactivity period will be reset. A refund can be obtained by calling customer service at 866-516-0115.

How do I contact Friday Plans customer service?

Member Identification: To verify eligibility, call Customer Service at 844-535-2000 OR Login to the Friday Health Plans Portal: www.fridayhealthplans.com/en/nv/provider-hub.html • Possession of the ID card does not guarantee eligibility of coverage.

Is it easy to cancel a Friday Plans subscription?

Here’s how: Log in to your Fridays account via the patient portal. Go to your subscription plan settings. Select the “Cancel” button and follow the steps outlined.

Does Friday Plans call you?

If the clinician reviewing your online consultation has follow up questions, for example, they may call you or message you through the medical provider chat on the Friday Plans website, in which case we will send you an email to let you know that you have a message waiting for you.