SAP
What is the cut off for submitting SAP entries for the previous week?
What is... 12pm Mondays
These are detailed documentations we take for every call.
What is... Phones Notes
The name of the Program we navigate to help us answer the customers questions/concerns.
What is... Ready Reference
Name of Program we use to search customer accounts.
What is... Facilitator
What status do we change an Escalation to when we have made our 3rd attempt and no answer.
What is... Completed.
SAP time entries need to be entered in multiples of?
What is... Multiples of 6.
Our Phone Notes should always start with?
What is... Outbound/ Inbound
Short Key to search for key words to navigate Ready Reference.
Control F
What series of numbers do we need from the caller so we can locate the customer’s account in Facilitator?
What is... tracking/reference number
The number of attempts we make to complete a call back before closing an Escalation.
What is... 3 attempts
Name the report you can see all time spent at lunch, break, gone home, or system issues, offline work or meetings.
Utilization Report
Who’s name do we record in our phone notes if we have spoken and consulted to someone at help desk?
Help Desk Agents name
In Ready Reference the name of the tab we use to find the Call Flow.
What is... Case details
After you have pulled up the callers account under what tab will you reference to check if documents have been sent/received to/from Customer?
What is.. Communications tab
True of False: escalated complaint is the same as an escalation
What is.. False
Found on the Agent Performance Report this is the recorded time the agent was on the phone with a caller.
AHT
What is needed at the end of every documentation phone note?
What is... No Further Questions.
In the FAQ’s tab in Ready Reference, there are 2 options to help you copy your FAQ’s over to your phone notes. What are they?
what is... Copy to Clip board and Sandbox.
What tab do we use to reissue a check?
what is... check reissue tab
An Escalated complaint, Service complaint and a Remediation Referral are all examples of situations where you would create an?
What is an Inquiry
You will bill your time spent waiting for a call as your Blank in SAP?
Dedicated Lo
The name of the ID we must provide in our phone notes if we created an Escalation.
What is.. EID
In the scenario in which a caller is calling to inform us about a deceased account holder for the first time, who do we warm transfer them to?
What is.. Estate Care Center Department
Where would you go to update the callers phone number?
What is Customer tab
What kind or Inquiry would you create if the caller has specific questions related to the account in remediation that are not accounted for in scripting?
Remediation Referral