Customer support BPO · Support operations
Client policy change rollout
When a client changes a refund rule, a price or a process, every agent has to answer the new way from the same day. The client describes the change and approves the new wording through a shared link, and QA checks the first week of replies.
- Duration: 1 to 2 weeks
- How often: For every client policy change
- Steps: 7 steps
- AI agents: 1 AI agent
- Approvals: 1 approval
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What changes with this template
Without it
The client mentions a new refund rule on a call, and some agents never hear about it.
Old macros stay in the helpdesk, and customers get two different answers.
Someone rewrites every affected macro by hand.
Nobody checks whether agents apply the change until a customer complains.
With it
The client describes the change through a shared link, and the run tracks it to every shift.
The old macros are retired on the day the new ones go live.
An AI agent drafts the new macros, and the knowledge manager checks every one.
QA checks the first week of replies and counts any that follow the old policy.
The template, step by step
Each step says who does it: someone on your team, an AI agent, or the client through a shared link. An approval keeps every later step locked until it is given.
- Done by your team
- Done by an AI agent
- Done by the client, through a shared link
Starts when
The client announces a change to a policy, price or process. The knowledge manager starts a run and sends the client's support lead the shared link.
- 1
Describe the change
Day 1Client support lead · Shared link
Through the shared link, the client's support lead describes what changes, from which date and for which customers, and shares a link to the new policy.
Checklist
- Change signed off on the client side
- Effective date fixed
Fields to fill in
- What changes (required)
- Effective date (required)
- Link to the new policy (required)
- Customers affected
- 2
Find everything the change touches
Days 1 to 2Knowledge manager · Team
List every macro, help article, script and QA scorecard item the change touches, with the current macro text, and note any questions for the client.
Checklist
- Macros searched
- Help articles searched
- QA scorecard checked
- Escalation rules checked
Fields to fill in
- Macros and articles to change, with current text (required)
- Questions for the client
- 3
Draft the new macros and the agent briefing
Day 2Macro updater · AI agent
The macro updater rewrites each listed macro to match the new policy and writes a short briefing for agents: what changes, from when and what to say.
Fields to fill in
- Draft macros (required)
- Draft agent briefing (required)
Checked by: The knowledge manager checks every macro and approves the wording in step 4.
- 4
Check and approve the new wording
Day 3Knowledge manager · Team
Check every draft against the new policy and the client's tone guide, correct it and put the final wording in one document. Once you approve it, email that document to the client's support lead.
Checklist
- Every macro matches the new policy
- Effective date stated where it matters
- Tone matches the client's guide
Fields to fill in
- Link to the final wording (required)
Approval: Nothing goes to the client for approval until the knowledge manager approves the wording.
- 5
Client approves the wording
Days 3 to 5Client support lead · Shared link
The client's support lead reviews the wording the knowledge manager emailed and, through the shared link, records their approval or what to change.
Fields to fill in
- Decision (required)
- What to change
- 6
Publish and brief every shift
Effective dateTeam leader · Team
On the effective date, publish the new macros and articles, retire the old ones, update the QA scorecard and brief every shift.
Checklist
- New macros live in the helpdesk
- Old macros retired
- QA scorecard updated
- Every shift briefed
Fields to fill in
- Published on (required)
- Agents briefed (required)
- 7
Check the first week of replies
Week 1 after the changeQA analyst · Team
Score a sample of replies that mention the change, correct wrong answers with the customer and note what agents still get wrong.
Checklist
- Sample covers every shift
- Wrong answers corrected with the customer
Fields to fill in
- Replies checked (required)
- Replies that followed the old policy (required)
- What agents still get wrong
Done when
Updated macros and help articles are live, the old ones are retired, every shift is briefed, and QA has checked that agents apply the change.
Make it yours. Rename steps, change owners and add checklist items, fields or approvals. The template is a starting point for the way your team works.
The AI agents in this template
An agent only works on its own steps, and a person on your team checks what it did. Anything an agent writes to a connected app waits for approval unless you allow it.
Macro updater
Rewrites the affected macros and writes the agent briefing from the change the client described.
What it does
- Reads the change from step 1 and the affected macros listed in step 2
- Rewrites each listed macro to match the new policy
- Writes a short briefing for agents into its step
- Completes its step, so the knowledge manager can check it
Checked by: The knowledge manager checks every macro and approves the wording in step 4.
Questions this template answers
Update every macro, article and script before the effective date, then brief every shift on the same day. Step 6 publishes the new macros and records how many agents were briefed, with a checklist that covers every shift.
Retire the old macros on the day the new ones go live, and check real replies afterwards. Step 6 has retiring the old macros on its checklist, and step 7 counts the replies that still follow the old policy.
Search the helpdesk, the help center, scripts and the QA scorecard before anyone rewrites a word. Step 2 lists everything the change touches, with a checklist item for each place to search.
Send the client the final wording only after it is checked internally, and record their decision. Step 4 is an approval gate for the knowledge manager, who then emails the wording to the client, and in step 5 the client approves it or notes what to change through a shared link.
Let AI rewrite the affected macros from the change the client described, and have a person check every one. In step 3 the macro updater drafts the new macros and an agent briefing, and in step 4 the knowledge manager corrects and approves them.
Score a sample of replies that mention the change in its first week, across every shift. In step 7 the QA analyst records how many replies still followed the old policy and makes sure those customers get the right answer.
Run this workflow in OKiDO
Set up the steps, owners and approvals once, then start a run for every new case.