Orion Customer Service — Operational Playbook for Reliable Support

Purpose and strategic positioning

This document treats “Orion” as a mid-sized product and services organization (50,000–250,000 active customers) and describes a defensible, operationally detailed approach to customer service. The mission is to deliver rapid, consistent resolution across channels while maximizing customer lifetime value and minimizing total cost-to-serve. The approach below aligns with modern expectations for omnichannel, data-driven support and is suitable for a company with annual revenues between $30M and $400M.

Orion’s customer service function should be accountable for first-contact resolution, customer satisfaction (CSAT), Net Promoter Score (NPS), and operational efficiency metrics (average handle time, cost per contact). The organization-level outcomes target are: CSAT ≥ 85%, NPS ≥ 30, and a contact deflection rate via self-service of 20–35% within 12–24 months after deployment.

Channels, hours of operation, and SLA commitments

Orion must operate a true omnichannel support stack: phone, email/ticketing, live chat, social media, and knowledge base/self-service. Typical recommended hours are 24×5 phone/chat coverage and 24×7 email/ticket queue monitoring with guaranteed response windows. For business-critical products, extend to 24×7 phone support with tiered escalation.

Concrete SLAs to publish and measure: average speed to answer (ASA) for inbound calls ≤ 90 seconds; chat response under 20 seconds; email first response ≤ 4 business hours (or ≤ 24 hours for non-urgent); social media acknowledgment ≤ 60 minutes. Target abandonment rate on voice should be < 5% and first contact resolution (FCR) ≥ 80% within tier-1 scope.

Key performance indicators and targets

Orion’s operational scorecard should include a small, focused KPI set with specific numeric targets. Core KPIs: CSAT (post-interaction) ≥ 85%; NPS (quarterly) ≥ 30; FCR ≥ 80%; Service Level (voice) 80/90 (80% of calls answered within 90 seconds); average handle time (AHT) for phone 6–8 minutes; AHT for chat 10–12 minutes. Track occupancy under 85% to avoid burnout and preserve quality.

Cost and capacity KPIs must be tracked monthly: cost per contact target $4–$12 depending on channel and geography, cost per resolved case, and technician escalation rate ≤ 12%. Use statistical forecasting (Erlang-C for voice) and measure forecast accuracy; aim for forecast error ≤ 10% week-over-week and intra-day adherence ≥ 90%.

Staffing, training, and workforce management

For a support load of 5,000 contacts/day (omnichannel), plan staffing with an assumed blended contacts-per-agent per day of 30–60 depending on channel mix. A simple sizing example: 5,000 contacts/day ÷ 45 contacts/agent/day ≈ 112 agents, adjusted for shrinkage (typical shrinkage 30–36%). Add 10–15% buffer for peak seasons. For 24×7 coverage, distribute these seats across shifts with overlap during peak hours.

Training expectations: new agent onboarding 40–80 hours of classroom/virtual product training plus 2–4 weeks of monitored shadowing. Continuous learning: 8–16 hours/month of coaching, QA feedback, and product updates. Compensation planning (U.S. market example): fully loaded cost per agent (salary + benefits + tech) typically ranges $45,000–$85,000/year depending on location and seniority; outsourcing often costs $12–$25/hour per seat depending on scope.

Technology stack, automation, and integrations

Orion’s recommended technology stack includes a cloud-based ticketing/CRM (e.g., Zendesk, Salesforce Service Cloud, Freshdesk), telephony with programmatic APIs (SIP/VoIP), an omnichannel routing layer, a knowledge management system (KM) and an analytics/BI layer. Integrations must link support records to product telemetry, billing, and order management systems for rapid diagnostics and context-rich responses.

Automation targets: deploy chatbots to handle 15–30% of volume for common intents in Year 1 and aim for 25–40% self-service deflection after knowledge base optimization. Implement workflow automation for case assignment, follow-ups, and SLA escalations. Use conversational AI for triage; measure bot containment (successful bot resolution) and escalate when containment < 60% for high-impact intents.

Quality assurance, feedback loops, and continuous improvement

Quality assurance (QA) should combine automated checks and human scoring. Sample QA program: score 100% of high-severity incidents, 10–20% random sampling of routine interactions, and weekly calibration sessions across leads and SMEs. Target QA score ≥ 85% for core competencies (accuracy, empathy, compliance).

Customer feedback must be closed-loop: capture CSAT after every interaction, route low scores (< 6/10) to a recovery process within 24 hours, and feed trend data into product and ops teams monthly. Run quarterly root-cause analyses on repeat tickets, and measure reduction in repeat volume (aim for 15–25% reduction after remediation campaigns).

Budgeting, pricing and example investments

Budget planning for Year 1 support investments often includes software licensing ($18–$50 per agent per month for mid-market SaaS), telephony and numbers ($200–$1,200/month depending on international reach), and knowledge base projects ($30,000–$200,000 one-time depending on scope). For a 120-seat center, typical annual operating budget (people + tech + facilities) ranges from $6M–$10M in high-cost regions and $2M–$4M in low-cost regions.

Prioritize ROI: self-service and automation projects often pay back within 9–18 months if they achieve at least 20% deflection. Outsourcing can reduce labor cost per contact but expect transition costs equal to 3–6 months of run-rate plus potential quality uplift programs costing $50k–$150k.

Practical SLA and escalation summary

• Published SLAs: Voice 80/90 (80% within 90s); Chat initial response <20s; Email first response <4 business hours; Social acknowledgment <60 minutes during hours.
• Escalation tiers: Tier 1 (resolution within 24–48h, 80% of traffic), Tier 2 (SME with 48–96h SLA), Tier 3/Engineering (SLA varies, target response ≤ 72h for non-critical, immediate for P1).
• Escalation contact matrix: P1 hotline (internal only) with <30-minute SLA to acknowledge; P2 engineering triage within 4 hours; P3 tracked via standard ticket queue.
• Performance thresholds: trigger capacity expansion when abandonment >5% for two consecutive weeks or when occupancy exceeds 85% for >3 business days.

How do I contact Orion?

Our team is available by phone or email.

1. Customer Service. Phone: (800) 697-6117. Hours: M-F | 8:00 AM to 5:00 PM PST.
2. Sales. Phone: (833) 336-7466. Hours: M-F | 5:00 AM to 7:00 PM PST.
3. Insurance Claims. Phone: (888) 811-4054. Hours: 24 hours / 7 days a week.

Do banks have 24 hour customer service?

Customer service hours vary among banks, with many only offering the ability to speak with a representative during business hours. If you prefer wider access to customer service, you might want a bank that allows you to communicate with a live person anytime.

What is the phone number for Orion fans?

How can Orion Fans help you? Please complete the form below and one of our sales representatives will contact you, or please contact us at 214-340-0265. Hours of operation: 8:30AM – 5:00PM CST.

How do I connect my Orion to Wi-Fi?

In the Grid Connect app, tap +, then select security on the add device page. Confirm you have heard the “please config network” prompt before following the on-screen prompts. reset the device > Select 2.4 GHz Wi-Fi Network and enter password. 2.4GHz 5GHZ Wi-Fi Network Tap ready to pair then tap next.

How do I contact Orion Federal Credit Union?

Please contact Orion Financial at 901.385. 5200, or send a secure message through Digital Banking or your Orion Financial mobile app. PHISHING SCAM: Please be aware of a phishing and credential harvesting campaign that is being sent to some members.

How do I contact Orion Advisor Solutions?

Reach out to our sales team, or get the help you need from Support. For all Advisor Tech inquiries, feel free to call us at (402) 496-3513.