Drive
Alight Values, Quality, Attendance and DPI are the what in Drive?
Key elements in Drive
Name the 3 Alight Values.
Champion People, Grow with Purpose, Be Alight
This can't be taken during the first nor the last hour of your shift
15-minute break
Must be read when:
an outbound call is placed a callback from queue is initiated two or more parties are on a call a third party joins the conversation
Recording script
This singer is known as the King of Pop
Michael Jackson
$350 is what tier level and what role in the bonus payout?
Tier 2, CCR1 Role
Demonstrates personal responsibility for attendance and ensures limited impacts to the team/work continuity through effective planning is what Alight Value?
Be Alight
The reporting tool to help track your performance metrics (e.g., AHT, Work, Hold Time) is called?
Cognos
Resolving the customer’s 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 the Upside Down and a group of kids in the 1980's
Stranger Things
C Res Green is required to meet for promotion to CCRII. What is the percentage?
80%
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 indicators of customer resolution and the proficiency of the skills demonstrated are...
Known as one of the Jeopardy longest lasting host
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
Last 4 of SSN
DOB
Customer contact information
This movie is the highest-grossing movie of all time when not taking inflation into account
Avatar
Bonus eligibility requires absence rate to be at this % or less.
7%
Name 3 elements under Be Alight (Share how you exhibit those).
Be a beacon and empower others.
Act with integrity and be real.
We find ways to add joy in life.
The percentage of the workday that an agent is available to take calls compared to their scheduled time is called?
Adherence
Rapport Building is a Driver in Customer Connection. What are the 6 elements in the driver that connect with building a positive, personalized connection with the customer?
Provides an appropriate, positive greeting
Conveys empathy effectively (as appropriate)
Conveys professionalism
Uses positive word choices
Personalizes by using customer’s name
Provides an appropriate, tailored closing
This console was the original platform for the Super Mario Bros video game.
Nintendo Entertainment System (NES)