Severity Mapping Audit
Align severity language across channels so “urgent” means the same thing to agents, engineers, and risk — with criteria that can be evidenced.
From HK$24,000 · 1–2 weeks
Who it suits
Teams whose severity labels vary by channel or shift, producing inconsistent escalations and unclear board reporting.
What you receive
- Cross-channel severity matrix with decision criteria
- Misclassification findings from ticket samples
- Guidance for agent prompts and quality checks
- A short walkthrough for support trainers and leads
Format
Matrix workshop plus ticket sampling. Deliverables are templates and findings — not software. Pricing is informational; enquire for a written proposal.