Random
Remembering to change status from Follow Up to Break
How to stay in Adherence?
I don't know what you are talking about, just hold on a minute!
What you should not to say to a caller?
Ask for caller name and verify callback number.
Log in Workday and click on Review
How to submit my time each week?
Go in Workday under PTO Balance
How do you find out how many PTO days you have left?
I'm sorry to hear that, but I can help you with that today, no problem.
What can I say on a call to show empathy, kindness and interest?
Thank you for calling First Advantage have a good day.
How do you brand FA at the end of a call?
Log in EDJ under Time Off Management
Where do I go to request time off?
CSAT
What is the caller survey/customer satisfaction metric called?
Thank you for holding
What do you say to a caller after they were placed on hold?
I CAN help you today, let's take a look!
How to show empathy/interest during a call?
Log in to Workday and click on Time Off
Where do I enter my approved time off?
"Hi! You doing ok over there?"
What does Gina message you in Teams when you're out of adherence too long?
The ability to understand and share the feelings of another.
What is empathy?
OMG I said I CAN'T give you that information!
What not to say on a call?
Log in EDJ and click on Unscheduled Absences and then View Unscheduled Absences.
Where can I see how many attendance points I have?
85%
What is the percentage to meet for the Adherence metric?
Show curiosity or concern to someone.
What is interested/showing interest?
"Before we disconnect let me give you your confirmation number for our call today"
What is the SR we give out to each caller?
Log in EDJ go to Unscheduled Absences and then click on Unscheduled Absences or Technical Entry.
Where do I enter my unscheduled absences/leave early/late arrival/tech issues?