THE TEAM
CALL CENTER BASICS
DID YOU KNOW
MORE LEADERS
JUST THE FACTS AND FUN
100
The very first person serviced by the Customer Care Team
Who is the Customer?
100
AHT stands for what?
What is Average Handle Time?
100
Governor of Ohio
Who is John Kasich?
100
The leadership member who owns horses.
Who is Chris Gemmel?
100
Timekeeper that is web-based and attendance system that helps ensure accurate recording of your time worked
What KRONOS?
200
Where is the Group Leadership conference being held?
Columbus, Oh Polaris
200
The Aux Code for Lunch and Breaks.
What is Aux 1?
200
Governor of Texas
Who is Rick Perry?
200
The leadership member who loves the New Orleans Saints?
What Angie Davis?
200
Who is CEO of Mcgraw-Hill Education?
Buzz Waterhouse
300
1-888-793-1720
Who is the attendance line number?
300
Also called a Lost Call where the caller hangs up before reaching an agent.
What is an Abandoned Call?
300
The year McGraw and Hill Companies merge to form the McGraw-Hill Publishing Company, Inc. .
What is 1917?
300
The leadership member who retired from the United States Marines
Who is Steve Robbins?
300
What is SE main 800 number?
1-800-334-7344
400
Allows interactions on a telephone and a computer to be integrated or coordinated
What is CTI?
400
What does ACD stand for?
What is Automatic Call Distributor?
400
The aux code for a Team Meeting
What is 4?
400
The leadership member who loves to travel abroad?
Who is Scott Hakeem?
400
FUN STUFF!!! Sing a love song for the class.
FUN STUFF!!!
500
To bring about and employ a sense of connection and community.
What is Engagement?
500
What is the Service Level Goal?
What is 80% of calls answered in 20 seconds or less?
500
The leadership member who is a track and field official
Who is Karen Krsak?
500
The leadership member that is a history buff?
Who Sandy Steele
500
FUN STUFF!!! Share a joke to the class!!!
FUN STUFF!!!
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