Who Is ECR?
Anatomy of Columbo
Case Types
Initial Contact
Misc.
100

Though there may be several, name 2 sources of where a customer complaint may be received.

Company Executives

Regulatory Agency 

CDC, Social Media, Direct Customer contact, contacts to corporate, OTK, Legal

100

Where are you able to add and update customer contact information?

Customer Tab

100

What is a Regulatory Case?

Formal customer complaints filed against the company.

100

What is the initial contact time for a general case?

If received by 3pm, contact is required same day.

If received after 3pm, contact is required by 12noon the next business day.

100

Finish this statement:

If you touched it and its important to your decision ______ ____ in your case.

Include it

200

How much time are you given to resolve Generals, Executives and Regulatory case types?

General - 4 days

Executives - 3 days

Regulatory - depends on the agency

200

Where will you find the "customer's complaint"?

In the worklog - under "customer complaint" or as an attachment.

200

Give 2 examples of cases that are considered High Priority?

Executives

Legal

Fairshakes/Notice of Disputes

Regulatory

200

What is the initial contact time for an Executive case?

Within 2 hours of the email/ticket?

Best Practice: Email*

200

Why is it important to keep your case up to date in real time?

Just in case you are OOO someone will be able to support you.


300

What is your credit limit?

up to $300.00 - use with discretion and justification

300

What is the "next action" column and why is it important?

This allows for you/management to see what your intended next action will be, without having to access the case. Helpful for the management of your case.

300

What is the difference between a Dual vs Task?

Dual assignments are cases that requires drop down selections and resolution details to be entered by the partnering team member

Tasks are tickets that updates to worklog only does not require drop down selection and resolution details

300

What is the initial contact time for a regulatory case?

within 24 hours of the ticket being created

300

Where will you go to get a grandfathered package restored to an account?

ECR/ECE Manager ECM chat.


Use with discretion and justification.

400

What are the primary metrics?

Initial Contact 

SLA (service level agreement/Deadline)

Ticket Success (Incomplete)

Repeat Calls*

400

What are the primary ticket statuses and what do they mean?

Assigned - New assignment

Acknowledged – Received and accessed by assigned agent.

Pending on – working

ESL QA – resolved and pending corporate's review.

Legal Review – Legal Review

Incomplete (Ticket Success)

400

What is the difference between the ESL vs ESLI

ESL tickets are cases that requires drop downs, resolution details, multiple contacts and houses documents.

ESLI (Inquiry) tickets are quick hits that captures customer complaint and what was done to resolve it during that interaction. Does not require multiple contacts

400

What is the best practice regarding initial contact times (regardless of when the case is created).

Make sure all cases are in pending on by the end of your shift (leave none in assigned status).

400
In what cases would a release be needed?

Will be needed on case-by-case basis

In such cases, you will likely be engaged throughout the process as you will be engaging the Leadership team on the request. Proceed as directed.

Required on NOD cases for credits over $500.00 – see the process above.

500

Referred to as CXSO, where are our customers primarily located? (for now..)

Northeast & West Divisions (unofficially, NEST) 

500

Where will you find dual/task assignments

Tasks - task tab

Dual - "dual cases assigned to me"

500
Where do you go to create a case/inquiry?

Customer Look Up

500

What are the directions for initial contacts?

3 consecutive attempts on different days; using all resources available (email, phone).


Be sure to update each with their own line to reflect your efforts

500

What are the case types you will be expected to work?

Generals 

Executives may happen from time to time.

You will not be expected to work Regulatory cases for now...

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