AUX Modes
Timecards
WFH Standards
IT Issues
Discounts
100

What should Extended Wrap Up be used for?


Used for following up directly related to a business phone call if there wasn’t enough time during the call. Time in ACW should be limited.



Customer Related Services including

  • Call Documentation
  • Call Research
  • Printing/Faxing related to a call (except HBA)

Phone Assist ONLY:  Please see Supervisor for extreme situations.


100

What does TRT stand for?

Time Reporting Tool

100

Can we use our own equipment? Can we use any Bluetooth or wireless devices?

  • NO, we are only tom use Progressive provided equipment.
  • NO
100

What is the first thing you should do when you are experiencing IT issues?

  • Clear Cookies
  • Reboot
  • Check your router
100

Are more discounts offered to longtime Progressive loyalty family members?

  • YES- The longer you are with Progressive the more discounts that you will be eligible for.


200

What Aux should we use when making an Outbound Call?

Aux 4.

200

When should you look at your TRT report and what should you be using the report for?

- Daily to enter a correct timecard before payroll closes

 - As a guide to help enter time in Time Tracker and to make sure that your timecard is showing your correct clock out time and to key your timecard correctly

200

Does Progressive support WFH outside the United States?

  • Progressive does not support remote work arrangements outside of the United States. 
200

When should you submit a self-resolve ticket? When should you NOT report a self-resolve ticket?

  • When you have an issue that is preventing you from doing your job and you are not able to resolve the issue within 15 minutes and report the issue to your supervisor.
  • If you have already contacted IT
200

What discounts do we offer to our customers?

Examples:

  • Esign- fulfillment (initial 6-month term)
  • Multi Car
  • Multi Policy
  • Teen Driver
  • Senior driver discount
300

What Aux Code should we never use?

Aux 9. Aux 9 is not used by CRM except Phone Assist and UW coaches 

300

How are no PTO occurrences reported to WFM?

Through the TRT Report.

300

What are the WFH Requirements?

Examples:

  • Adhere to the same policies and procedures as those working in a Progressive office.
  • Review and confirm every 90 days that your work location(s) is up to date and accurate in Progressive’s HR system of record, HRexpress. You will receive periodic reminders to do this.
  • Maintain a workspace that is free from distractions that prevent you from meeting the expectations of your role, and our customers.
  • Obtain advance approval from your supervisor or manager for any permanent or temporary changes to your home office address.
  • Employees are expected to be on camera during virtual meetings.

 

300

Can you check the wait time for IT calls before calling? If so, where can you check it?

- YES

 - The help portal at the top rightish of the page, you will see “Know before you call- Wait time at a glance” click the blue box.

300

What are the additional qualifications needed to be considered Loyalty+ member as opposed to the Loyalty member?

To be considered Loyalty+, a customer needs to have their auto policy bundled with their property policy (home, condo, or renters). The customer continues to move to new levels (like Gold to Diamond) only when customer reaches the required tenure.

400

How do I locate the Phone Mode Matrix?

Prolink>WFM>Phones>Phones>Finesse Phone Mode Matrix.

400

Should you ever not report a lunch break on your timecard? If so, When is it okay not to code a lunch?

NO & NEVER... Always code a lunch!!!!

400

Can a WFH consultant be asked to work from a Progressive office at any time? If so, what is the milage that the consultant must live within to work from a Progressive office?

  • Yes
  • 60 miles
400

What are some of the causes of system issues?

  • Internet down
  • Companywide known issues
  • Low bandwidth


400

What 4 states offer Tracking/Recovery Device discounts?

  • CA
  • NJ
  • RI
  • WA
500

When do we NOT use Aux 6?

Aux 6 should never be used outside of Scheduled events or if requested by your Supervisor.

500

Am I allowed to change a timesheet once I submit it?

  • If you have submitted a timesheet that includes inaccurate time, then you are expected to modify it to ensure accuracy.
  • You may modify and re-submit an inaccurate timecard within the current pay period or one pay period in the past.
  •  If a correction is necessary for a timesheet more than one pay period in the past, you’ll need to work with your supervisor to process the correction.

 - It’s important that you submit accurate time before payroll has run, and therefore corrections to timesheets should be rare.

- Depending on the circumstances, such corrections could result in a pay increase/decrease in your next paycheck and/or could result in disciplinary action.

500

When do you need to report work disruptions, and what is the process for reporting such issues?

  • Always notify and communicate the issue with your supervisor
  • An extended disruption (30 minutes or longer) requires the use of PTO or DOCK: if the disruption last for 24 hours or longer, the attendance policy MAY apply
  • Repeat disruptions on employee’s end reviewed holistically for patterns and may result in performance management under SCHEDULED ADHERANCE
500

What is the IT Departments Slogan?

Provide information technology solutions that profitably attract and retain Progressive's customers.

500

What is the ONLY state that we offer a military discount to and when can it be added to the policy?

  • LA, Discount can be added at new business, midterm, or renewal.
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