Tools
We use this app to clock in and clock out
WorkDay
"Thank you for calling TurboTax Live" is what part of the QOS?
This form is used by credit card companies and third party processors like PayPal and Venmo to report transactions processed for retailers and other third parties.
1099K
Powering prosperity around the world
How we refer to the basic measurements of job performance, such as your survey rate and QOS scores.
Metrics
This is what we call the technology that allows the customer to see you and you to see their screen.
Smartlook
Use this method to calm agitated customers.
HEAT method
Refunds that include these credits can't be issued before mid-February.
EIC and ACTC
This core value is described as "We fall in love with our customers' problems."
Customer obsession
What you may get from a manager when you do something outside your regular job duties that has a significant positive impact. They come in two denominations.
Spotlight
This is an alternative to Smartlook for browsing a customer's entire screen.
Glance?
After how many minutes of customer "silence" should you use the first unresponsive snippet in chat?
2
This is the maximum credit for a new EV.
$7,500 Tax Credit for new electric vehicles
1:1
This three letter acronym is used to refer to customer feedback, such as survey comments.
VOC
This is our in-house digital space for sharing best practices, researching tax issues, checking call drivers, and where we find the latest announcements.
Elevate
This is preferred to "hold" when you need some quiet time to research.
Mute
This allows high earners to open an IRA with after tax dollars despite IRS-imposed income limits.
Backdoor Roth
Where Intuit ranked in Fortune's 2023 "Best Places to Work For" list.
14
This is the target for tNPS for assisted.
78.8
Agents use this app to postpone an auto debit of TurboTax fees.
Webserve
According to the TurboTax article "7 Most Common Tax Questions Answered by a CPA," this is the most asked question.
"How do I reduce my tax bill?"
Contributions to this cannot exceed the amount necessary to provide for the qualified education expenses of the beneficiary.
529 Plan
These two men founded Intuit.
Scott Cook and Tom Proulx
What CES stands for.
Consolidated Expert Score