Conduent (LL)
Conduent currently operates the USAC account from three locations. What are two of the locations?
Charlotte, NC
Fresno, CA
London, KY
Where is the Sutherland Call Center located?
Chesapeake, VA
What is the email address to reach USAC Customer Support?
CustomerSupport@usac.org OR
bcd.customerservice@usac.org
This CS&O team member has three children
Liz Schmidt
This CS&O Team member has eaten Kangaroo Meat
What is the largest call driver for the Lifeline Support Center?
Lifeline Application Status Inquiries
What does CSAT mean in the Customer Service world?
Customer Satisfaction Survey Score
How often is the Complaints Report produced and shared with Leadership?
Quarterly
This CS&O team member served in the Peace Corps
Nicole Taylor
This CS&O team member can recite most of the Princess Bride from memory
Jonathan Dyer
What is the schedule for the Lifeline Support Center? (include days of the week, hours, and time zone)
9 am - 9 pm
7 Days a Week
EST
How many Sutherland contractors support the USAC account to the nearest 5.
15
What does the IVR Acronym mean?
Interactive Voice Response
This CS&O team member only weighed around 2lbs at birth.
This CS&O team member once was in the same restroom with Christopher Lloyd (aka Doc Brown) (different stall) but did not know it at the time.
Jonathan Dyer
What is the target ASA (Average Speed to Answer) for the Lifeline Support Team in seconds?
30 seconds
Why is Average Handle Time important to call centers to monitor?
For Staffing Models
Name 2 of the 6 Dispositions for USAC Complaints
Incorrect/Unclear Information
Late/Deficient Performance
Not Responsive
System/Tool Issue
Unprofessional Exchange
Other Reason
This CS&O team member can hold their breath underwater for 2 minutes
Chris Little
This CS&O team member has been diving with great white sharks!
When a consumer applies through the National Verifier they could receive 6 different failure types. Name three:
Eligibility
TPIV (Identity)
AMS (Address)
Duplicate Subscriber
Duplicate Household
Minor (Under 18)
What is the largest call driver for the Sutherland call center?
SLD Invoicing Inquires
How many redlights can a Contributor be on?
5
OR
8 (if they have a 498 Spin #)
This CS&O team member enjoys documentaries about Human Behavior
Nicole Taylor
This CS&O team member occasionally "cranks up" Miley Cirus "Party in the USA" when they need to get pumped up!
Chris Little