Verification
What information do we need to ask when the account is authenticated?
Have the customer confirm their full name and company they’re calling in reference to.
Do we need to leave notes in SalesForce in our Phone contacts?
Yes
Do we need to leave notes in SF after we close our email case?
No
Exceptions: Jira Ticket/SF ticket/ relevant information
When do we need to add a comment in PANDA?
Every time we complete changes
85%
When doing the account verification, if the employee or contractor does not provide the correct company name, what would be our next step?
Ask 2-3 additional verification questions
What information do we need to add in our internal post?
Reason for calling:
Actions Taken:
IKB Link: (If applicable)
Ticket Number/Link: (If applicable)
Mention the email structure base in our QA workshop
Greeting
Acknowledgement
Education and Resolution
Closing
Signature
What are the 2 resources that we need to check before CWAC?
IKB and Internal support (Coach, SME or Supervisor)
What are the tools were you can find your QA Score and insights?
CXOne and BMS
Provide 3 scenarios where we need to asked additional questions before completing a sensitive action
Changing an email address
Disabling 2 Factor Authentication
Add/change/remove administrators
Dormant account issue
For how long can we place the customer on hold?
2-3 Minutes
When do we have to use the "No action or Wrong Email" case reason?
Whenever a customer has emailed to claim about any product or service that is NOT related to Gusto and when is clearly meant for a different business.
Hi, I'm (your name) from Teleperformance/TP
What's the time frame that you have to acknowledge your feedback?
24 Hrs in both tools
What information do we need to ask when the account is unauthenticated?
Full name, email, last 4 of SSN or FEIN, and company name.
When creating a phone follow up/callback, what is the step that we need to do before continue with the call?
Authenticate the caller again
What is the expected time frame to respond our email?
One business day
What information should we add in our Panda Comments?
Case number and a brief explanation of the actions taken
Currently, how many monitors do you receive from QA weekly?
2 Emails and 1 Phone
Provide 3 additional verification questions that we can asked to an employee and/or contractors?
How do we know if the account is authenticated or unauthenticated?
Authenticated: We will have the company name and customer name
Unauthenticated: No information will be display in SF
Explain the follow up email process
1 Follow up:
Once you send the response, follow up after 24 hours.
If you think there is an 80% or greater chance the customer will not respond the first follow-up email close the case after 24 hours, there is no need for a second follow-up email.
2 Follow up:
If you think there is an 80% chance the customer will respond on the second follow-up, or if there is outstanding information/action items you need from the Admin you can send up to two follow-up emails.
If no response is received from the second follow-up in 1 biz day, close the case.
What is the meaning of CWAC?
Chat with a captain
If you have a question about your QA Score, what are the steps to follow?
Verify with your supervisor the questions that you may have.
The supervisor will review the case.
If they have more questions, the supervisor will contact QA to get more insights of the call or email.
The supervisor will provide the feedback or coaching