Drive
Alight Values, Quality, Attendance and DPI are the what in Drive?
Key elements in Drive
Demonstrates personal responsibility for attendance and ensures limited impacts to the team/work continuity through effective planning is what Alight Value?
Be Alight
This can't be taken during the first nor the last hour of your shift.
Break time
Must be read when:
When an outbound call is placed, a callback from queue is initiated, two or more parties are on a call or a third party joins the conversation.
Call Recording Script
This singer is known as the King of Pop
Who is Michael Jackson
$350 is what tier level and what role in the bonus payout?
Tier 2, CCR1 Role
Name the 3 Alight Values.
Champion People, Grow with Purpose, Be Alight
The reporting tool to help track your performance metrics (e.g., AHT, Work, Hold Time) is called?
Cognos
Resolving the customers matter fully with a focus on first call resolution and next call prevention falls under what Driver in CARE
Customer resolution
This Netflix hit followed a group of kids in the 80's and the Upside Down.
What is Stranger Things
C Res Green is required to meet for promotion to CCRII. What is the percentage?
65%
Owns performance to meet all metric expectations is what value and what are the metric expectations?
Grow with Purpose; Drive Targets, KPI: Schedule Adherence, After Call Work, Hold Time & AHT Requirements
4.30 & 6.00 are what requirements in COE?
Average Handle Time for Security and DB Pay
The overall indicator of customer resolution and the proficiency of the skills demonstrated are.
What are green, yellow and red calls.
Known as one of the longest lasting hosts of Jeopardy
Who is Alex Trebek
85% in C Res Green & Yellow is the required goal for what role?
CCRI Role
Name one place where you can find details on the Alight Values.
CCR Quality Portal
We should check back with the participant before the 2 minutes. My required goal is 1 min. What performance metric am I?
Hold Time
CCR's are not allowed to verbally provide these 3 pieces of data
What are the last four of SSN, DOB, and customer contact information
This movie is the highest grossing movie of all time without taking inflation into account
What is Avatar
Bonus eligibility requires absence rate to be at this % or less.
7%
Name 3 elements under Be Alight (Share how you exhibit those).
What is Be a beacon and empower others, act with integrity and be real. We find ways to find joy in life.
The percentage that an agent is available in the day to take calls compared to their schedule is called.
Adherence
Rapport building is a driver in customer connection. What are the 6 elements that are in the driver that connect with building a positive and personalized connection with the customer
Provides an appropriate positive greeting, conveys empathy effectively, conveys professionalism
Uses positive word choices, personalizes by using the customer's name, provides an appropriate tailored closing
This console was the original platform for the Super Mario Bro's video game
What is Nintendo Entertainment System
(NES)