KPIS
What is the goal for aht?
720-780
What options do I have to report my ucard Rewards?
website, app, or phone/representative
What is Empathy?
understanding and relating
Do you need permission to create a commitment?
Yes
What is a resolution?
it is the item that fixes whatever the problem is
What is the goal for UES?
94%
What are the self service options i have?
app or website
What is an AWE statement?
acknowledgement, willingness and empathy
What is a valid reason for doing a commitment?
If a corresponding dept or office is closed during the time we attempt to call for the member to offer additional assistance.
How can we show the member we have resolved the issue?
by our summary
What is the goal for NPS?
79%
If i don't have a smart phone or computer what can I do?
call us!
What is an empathy statement to needing to claim rewards?
We understand getting those rewards added, going to the grocery store I definitely can use that extra money.
What is the timeframe/turnaround time for a commitment to be completed?
up to 2 business days (48 hours) But our commitment team does them usually next day.
What if the issue cannot be currently resolved on the phone, needs an escalation or callback, how can we show that resolution?
What we did today was.... and the next step is..... this is the timeframe
What is the goal for release rate?
60% or 68% acceptable
Tell me a good offer to use self service options
I just wanted to let you know we are here to help but you can also report this on our app or the website!
Give me an AWE statement for calling in to make a payment.
We understand you're calling in to make your payment, I love staying on top of my bills as well, let's get that payment taken for you!
Do we set commitments on fridays? why or why not?
No, because we are not able to contact them back within 2 days/ 48 hours.
Why is it important we have a FCR?
because the member is calling to resolve their issue
What is the goal for NBA delivery?
79%
When is a good time to offer self service options?
dead air, any time
Give me an AWE statement if I am calling about a bill I received that I am super frustrated with and I want to know why it's not covered.
We understand how frustrating it can be to get a surprise bill, they're not my favorite either Let's look into this together.
Can we setup a commitment for over 48 hours/ 2 business days?
No.
how can we show a resolution at end of every call?
summarize detailed with what the resolution is, tell the member