SEARCH PROTOCOL
This is the first step you take in the search protocol
What is the A-Z list
This is the first option located under extensions in CRM.
What is the Agent Portal?
The is the second step in the search protocol
What is job aid How to escalate after a call?
This is offered at the end of all your calls
What is the Survey?
This document gives steps on completing documentation in CRM
What is the job aid Documenting a phone call in MS Dynamics?
"Umm's and uhhh's". This is what you should avoid. These are words used frequently throughout a call that would create doubt that you are able to assist to the best of your ability or makes the caller feel unsure about the information being provided
What are Avoid Filler Words?
This the Log Call PR that has to be logged on every Surge related call
What is PR 14312?
This document provides steps on sending resources and links to callers
What is instructions on emailing Pr's and Resources to inquirers?
This category refers to speaking to fast or too slowly, or having dead air of more than 5 seconds
What is Matching a Caller's Pace?
What are the notes for the A-Z list?
This document can be used for guidance on Disciplinary Process for Quality scored calls( Red Flags and Yellow Flags)
What is the QA Disciplinary Process?
This category is for obtaining additional information from the caller to find a best response for their inquiry.
What is Restate Inquiry?