Outsourced Service field note
Customer Follow-Up Approval Matrix for Assistants
An approval matrix separates routine follow-up from promises, refunds, and sensitive cases that need an internal owner.
Published - 9 minute read
The short version
Group messages by the decision they contain. Approved status updates may be routine; refunds and contract changes should route to an owner.
For each group, specify the template, response window, system of record, and escalation contact. Include boundary examples.
Sample sent messages weekly. Check the classification and revise the matrix when a real case exposes ambiguity.
What to prepare
- Examples of finished work and approved replies
- Tool permissions and access limits
- The daily output you expect
- Escalation rules for sensitive decisions
Questions for a Philippines staffing provider
- Who screens the candidate?
- Who checks quality after the start date?
- What happens if the fit is wrong?
- How are passwords and customer data handled?