C.A.R.E. Program
Online Care
Quality Assurance
TPA PRT
BHN 10th Anniversary Trivia
100
C.A.R.E. acronym spelled-out
What is Customers Are Really Everything?
100
In June, the post Chat survey question with the highest ratings
What is Friendliness or ("The representative was very friendly throughout the interaction")?
100
True or False - the quality assurance team only supports Florida regions
What is True?
100
PRT acronym spelled-out
What is Priority Resolution Team?
100
Number of JD Powers awards earned over past 10 years
What is 11?
200
Top performing dimension YTD
What is Effectiveness?
200
Number of Tweets (in thousands) we've sent since Social Media Care team launched
What is 99,000?
200
Month and Year of QAS team launch
What is October 2012?
200
2013 average monthly contacts (calls and chats) in thousands
What is 14,000?
200
Smallest BHN market per number of customer relationships
What is Detroit (estimate 72,300)?
300
Name the six C.A.R.E. dimensions
What is Customer Connection, Friendliness, Customer Image, Professionalism, Customer Advocacy and Effectiveness?
300
Number of followers our most influential Social Care customer has on Twitter
What is 160,074?
300
Top June invalid disposition from the following choices: Agent Behavior, Business Process, System Restriction, Unclear Communication
What is Agent Behavior (92%)?
300
Most common reason agents contact PRT
What is for advanced Billing Support?
300
Year residential Home Phone service launched
What is 2004?
400
Name the contact channels that have a C.A.R.E. program
What are Voice, Email and Live Chat?
400
Highest eCare (Email and Live Chat) volume in a single month
What is 47,000 contacts?
400
Number of audits completed since launch (in thousands)
What is 35,000 audits?
400
June C.A.R.E. score and stack rank position among all call centers
What is 3.22 and #1!
400
The product with 3x more customers in 2013 from 2003
What is High-Speed Internet?
500
Name the dimension that includes making the interaction comfortable and supportive
What is Customer Image?
500
Celebrity whose uncle was responsible for @RogersHelp to have highest MSO Klout Score (64)
Who is Justin Bieber?
500
Name most frequent Agent behavior error reason
What is agent not demonstrating retention techniques (overcoming objections, providing reasons to stay and asking for the save)?
500
Name the newest addition to the PRT family
Who is Eva (Isa's baby)?
500
Average Monthly Revenue per Customer in 2003
What is $63?
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