Resources!
This site houses your personal information as a CX agent. Your QA, box scores, and attendance information can be found here.
What is the Team Report?
This is the call conclusion to use when there is not a live caller on the line, and you are met with dead air.
What is "No Response"?
This is the time zone that AnywhereWorks operates in
What is Pacific Time Zone?
This is the top tier to be placed in. Agents who have the highest key scores, and meet certain hour requirements will be placed in this tier.
What is the Elite Tier?
This website holds any information you will need as a CX agent - anything from contacting P&C, finding support and resources, or just keeping up with our Monthly Newsletters.
What is the team site?
This is the type of transfer we use when transferring over to the Suicide Hotline
What is a cold transfer?
In order to find the pay calendar on the Team Site, you would need to go to this tab, which is nestled under the People and Culture (US/CA) tab
What is the Payroll Tab?
___% or higher is the minimum expectation for your ready score when being tiered.
What is 90%?
This document is to be referenced whenever you are encountering any irate callers, requests for the supervisor line, or any other situations that may be a little distressing.
What is the Handling Difficult Scenarios Doc?
These are the two types of recorded calls that you will ALWAYS decline
What are political and sales calls?
For your first 8-12 weeks of employment, you are placed into this __
What is the Learning and Development Phase? (I need y'all to help me format this one better)
___% or higher is the minimum expectation for your QA percentage in a month.
What is 80%?
This resource provides a link to all of the documents that are given out in training. It also provides a quick glimpse into hotkeys, acronyms, and any other documents that may need to be used outside of training.
What is the Useful Links Document?
This is the amount of time that you can remain on the line when a caller has placed you on hold
What is two minutes
Your shift must be at least 3 hours consecutively in order to receive this
What is a paid break?
___% or below is the expectation for your ACW one you start to be tiered
What is 20%?
This spreadsheet harbors a library of useful responses that guides you through questions unrelated to a script
What is the Useful Phrases Sheet?
This recorded voice will ask you for the "2 digit activation code you were given online"
Who is Jennifer from google?
This is the amount of time you have to contact the attendance line, before your absence is considered "late contact"
What is 15 minutes?
This number is formulated based on your QA, ACW, and ready percentage. This will help to determine what tier you are placed in.
What is a key score?