NEW EOC/CANCELLATION REPORT TEMPLATE (2024)

Updated as of September 4, 2024

OBJECTIVE To have a standard cancellation report template used across the team ensuring a more convenient and effective way of creating a clear storyboard before and after the contract got cancelled.

EFFECTIVITY  SEPTEMBER 1, 2024  

Important things to remember

• Use this template to report confirmed cancellations. After filling it out, you’ll need to copy the completed sheet and paste it into the corresponding Freshdesk Ticket you've created based off of this article. 
• BI team (c/o Raphael and Chelsea) will be the one to provide the template directly to each CRE. If a new CRE joins the team, CRE Process Leader needs to request the template from BI. While you can make a copy yourself, be aware that the template includes scripts and formulas that are best managed centrally as per BI's advise.

Let's get ourselves acquainted with this template by going through it per section.

SECTION 1  -  CONTRACT DETAILS

SECTION 2  -  CANCELLATION REASONS

You may only choose 1 reason for the following categories: Cancellation Type, Cause of Dissolution and Main Trigger.

2.1 CANCELLATION TYPE

2.2 CAUSE OF DISSOLUTION

  2.3 MAIN TRIGGER

    Use this as the main reason that really caused the contract cancellation. This is normally identified after further probing, service recovery efforts and root-cause analysis. Any justifications would be much appreciated to support your conclusion.

2.4 OTHER TRIGGERS

    CRE may add 2 or more additional triggers to their cancellation report. If the trigger is not related to the available drop down options, CRE can add the trigger by typing it in following this format <SPACE><SEMI-COLON><TRIGGER>. Please see sample below.

SECTION 3 - CONTRACT NOTES FOR COMPLIANCE, ACCOUNTS, PAY RELEASE and CLIENT MANAGEMENT

These are special instructions for other teams: Compliance, Accounts and RD.

There are readily available instructions embedded on each section. CRE just needs to fill those that are enclosed between < >.

Please see the sample below.

SECTION 4 - CANCELLATION EXECUTIVE SUMMARY

This section must contain a comprehensive overview highlighting the key factors that led to the contract cancellation.

SECTION 5 - SERVICE RECOVERY ACTIONS

This section should contain any service recovery efforts and action plans implemented by the CRE.

Kindly include the replacement request if applicable and the JO number.

SECTION 6 - SUPPORTING ATTACHMENT TICKETS

Freshdesk ticket number/s would do and links to call recordings.

SECTION 7 - EXIT INTERVIEW LINK

You may refer to this exit interview guide. Exit interviews are normally scheduled 7-10 days before the scheduled contract cancellation.

SECTION 8 - TEMPLATE RESET

If you want to erase the existing content of the template and start again, just click on the template reset button. There is also a User Guide tab on the said template for any other inquiries on its other functions.

Frequently Asked Questions

1. What if I encounter any error while filling in the EOC template?

Check if you are using the template assigned to you. If there is an error that looks like a code, kindly inform Raphael from BI via Skype so he can assist you further.

2. Can I add fields to this template?

Any ideas on how to improve our new EOC template are welcome. Kindly relay your suggestions to your Sr. CRE so that the Sr Committee can thoroughly assess whether it's ideal to integrate it to the existing template or not. As per BIs advise, it is best not to change anything on the template as it will screw up any scripts and formulas that will hinder it efficient use.

3. I lost the copy of my EOC Template. Is there a way to retrieve it?

You can use the table below as a reference.

4. I still don't have any response from the client if they will replace. Am I required to create the cancellation report now?

Yes, you can edit the cancellation report anytime thru FD. Click the 3 dots shown below and select 'Edit Ticket Details' to modify the original content of the FD ticket.