Shoretel
What is Shoretel?
The telephone platform AB uses to receive calls from clients or candidates.
What chats get tagged?
All of them.
What is AB's role for Amazon.
To serve Amazons client and candidates base at the highest level of service.
What does OIN stand for?
Other Information Needed.
When do you provide a TAT (Turn Around Time) and ETA to a candidate?
Never. You should say, "A package is still processing and if anything else is needed, we will reach out".
What is Wrap Time?
A programmed or manually selected amount of time that allows the agent to complete package level work after a call.
What is an unanswered chat?
Missed Chat.
What is the name of the document when entering a international criminal search?
Pass Pending.
What does RN stand for?
Release Needed.
What is the purpose of saving report copies when reopening packages?
To have a history of the report prior to any changes.
What is the primary goal of a Shoetel Agent?
Customer Satisfaction, Active Listening, Remain Professional.
What is the average chat time?
12 minutes
How much does Jeff Bazos earn per minute?
$149,353.00.
Who can you tell if a client has auto email set up?
Company Instruction.
What is a colloquialism?
A style for casual communication, and should not be used in the Customer Service realm.
What does KPI stand for?
Key Performance Indicator. And the department KPI is 90% of calls to be answered in less than 90 seconds.
When should an agent use "not accepting chats"?
Breaks, lunches. Each agent has established parameters to only accept no more than 2 chats at one time.
What is the price of an Amazon Flex driver package?
$20.90
What is a follow up date?
The date used to confirm when the next action needed. the standard follow up sequence is: 1, 3, 5 and 1, 4.
2/3 of these drive company success. What are they?
Price, Product, and Customer Service. Customer Service is becoming more important then price and product.
What is the translation service used during a call?
Voiance
What do you do at the end of your shift in Live Chat...and Shoretel.
Log Off/Out. Though it makes it easy to access the platform the next day, by staying logged in and in release will affect you daily stats.
What is the adjudication decision that allows a candidate to contact AB with in 10 days to start a dispute?
Report Review.
Why do we check document uploads?
To confirm documents arent already attached before reaching out.
More than _______ % of cease business due to poor customer experience?
80.