VCITA BEST PRACTICES

V-cita is our member communication platform.  When a member or potential member submits a request through our website, that communication will appear on our V-cita platform.  You are responsible for answering these daily as well as following up on additional responses.

STRUCTURE:
Our intention and system is set that all inquiries receive a response within 24 hours.  This means you are required to check this daily and answer under certain time parameters so that nothing is missed.

You are required to answer all of the previous days inquiries by  Noon of the following day.  Answering yesterdays inquiry at 12:05PM means you will be marked as missed for the day, so stay organized.  Just because you are required to  answer by Noon doesn't mean you cannot answer early though.  We give a time frame of between 10:30 AM and Noon to clear out V-cita meaning that you are responsible today to answer all unanswered V-cita messages that come in before 10:30 AM.    We do this so that you are only logging in once per day.    
EXAMPLE 1:

You log into V-cita at 11AM and notice a message came in yesterday at 3:30 PM.  This would be required to answer.  If that is your only message, you can log off and be done for the day.    When you log back in tomorrow you may notice a message came in at 11:30 AM from the previous day.    You are good because the message came in after 10:30 AM and you logged in at 11AM.  It is fine because you would not have seen that message.  You would simply answer today.

EXAMPLE 2:

A message comes in at 9:30AM and you log in at 10:45AM but for some reason do not answer.  You will be marked off as a miss because that message came in before 10:30 and requires an answer that day.

REASON FOR THE TIME SYSTEM:

Although V-cita is a very important part of your job, it is also a small part of the job.  We believe in a touch it once philosophy so we set times and guidelines.    You are required to log in once per day between 10:30 AM and Noon.  This window gives you flexibility to get it done    but    also gives a deadline so we can confirm it is complete each day at Noon.     Once it is done you should not log in again.  You could theoretically fill your day going back and forth checking V-cita and do nothing else.  That is not a productive winning mentality.   While it may seem less than customer centric to make someone wait up to 24 hours for an answer, we feel the trade off is worth it.  We have tried having a point person answer all inquiries throughout the day  and even entertained the idea of outsourcing this.  In the end we feel it is best in having a decentralized approach so that you are getting direct feedback and are able to own the situations happening in your club.    

SPECIAL    CIRCUMSTANCES:
DAYS OFF:    We do require that you check and answer V-cita a second time on Thursday at 4:30PM and answer all open messages since you will be off Friday.  You will then resume on Saturday  morning.  The same goes for Saturday at 2:30PM and then resume Monday morning.

EMAIL THREADS:  In some cases you will respond to a message and then the member will respond back.    Make a not to check the system specifically the next day for that member.  The worst thing you can do is answer once, and then  not respond to their follow up.

LET ME CHECK:    On rare occasions there may be a question that you will need help on.  Do your best to find the answer before answering    at Noon.     If you are unable to find    the answer before Noon you will let the member know you are still researching this but will be back to them quickly with an answer.  In this case you have 24 hours to find the answer and get back to the member.  If you write to a member that you are checking on something and then do not get back to them by the next day you will be marked as missed.  

COMMON QUESTIONS:  How to cancel is a common question on V-cita and there is a n example response in Google  Drive that you will use for this.  It can be found  in the folder VCITA ANSWERS.