Hyperdrive
What does DRP stand for?
Direct Repair Program.
What is the identifier for an open shop assignment in CCCONE?
The green star in CCCONE.
This is very important to use and is in each talk path
What is Empathy
What status do you need to be in to receive an inbound call?
On Queue.
Where do you find your task for the day?
The daily dispo sent via email every morning.
What carriers are pre- approved to drop off for repair without requiring an estimate first?
All carries except USAA with an Ok to Pay: No, Auto-Owners, Mercury and Customer Pay
What is the note type used in CCCONE when you schedule a Drop Off/Tow-In appointment for Allstate?
Repair Work Scheduled.
What is the Direct Repair Talk Path?
“We've partnered directly with your insurance carrier to streamline the repair process.
We can schedule your repair appointment with Crash Champions, combining the estimate and repair into one convenient visit.
This one-stop shop approach saves you time and hassle, eliminating the need for multiple trips.”
When do we consult (warm transfer) a call?
Transferring to the shop, and other queues such as Customer Concern Escalation queue or Spanish Queue when working OB
How early can you clock into ADP?
Five minutes early.
What does Customer Pay mean?
An out of pocket repair.
If we do not have the assignment in CCCONE can we still schedule an appointment?
Yes! We can schedule all customers without an assignment in CCCONE.
What Insurance company has a different outgoing voicemail message for a non-drivable vehicle?
Allstate
Why would you aux to meeting- coaching?
For Coffee Talks and any other scheduled meetings, meetings with TPC's or Managers.
Where do you request time off?
Time off is requested in Genesys first, once approved time off is requested in ADP.
What is optimal scheduling?
The location with lowest capacity.
If a CCCONE file is checked out by another teammate can you add notes in CCCONE?
You will not be able to add notes in CCCONE if the file is checked out by other teammates. You will need to notate Hyperdrive, "unable to add notes in CCCONE, file checked out."
What is a Customer Callback?
A Callback is selected by the customer as an alternative to staying on hold. They retain their place in line, but we call outbound to them.
Is your Genesys schedule the same everyday?
No it is not. Genesys schedule will be different based on business needs and forecasting. It is important to check Genesys schedule daily.
What does AHT stand for?
Average Handle Time. The average amount of time that you spend on a call.
What are the four required field (in blue) to pull up the calendar view to check availability?
Zip code, make, insurance, appointment type.
Do we add notes in CCCONE for all carriers?
For drivable vehicles please refer to the Customer Care Support reference. Non-Drive vehicles, notes are required for all carriers.
What is:
"We apologize but we are currently experiencing technical difficulties and are unable to assist you at this time"
Down Script
What is Genesys used for?
Several answers.
Calling inbound/outbound, checking schedules, reviewing quality call evaluations, checking daily calls count, average handle time, on queue, time off requests/approvals.
What is the purpose of sending a technical text?
To let your TPC/leadership know that you are down due to a technical issue such as an outage, or system issue.