Let Me Update Ya
Triage Terror
Innately Inbound
Support Dat Logic
The R Squared of Evil
100
The Critical Safety Response Line is no longer being handled in PHX and has moved to this BPO.
What is Telus Manila
100
When working triage, there is one cardinal sin that you can commit that will get you a bad triage audit. This sin is in relation to our communications with reporters and offenders.
What is not making an outbound call or not sending an outbound message in BLISS.
100
Inbound Agents use these two external tools to answer and document phone calls.
What is Zendesk and LiveOps
100
"Serious accidents that involve fatality, spinal/head injuries, loss of limb, or any party entering into a coma should be treated as this..."
What is L3/L4 Accident
100
R2 Involves 10 different categories that auditors use when reviewing contacts. This was implemented to replace this old process named after the number of catergories.
What is Super Seven
200
SIU Investigators are the only CSRs who can handle these types of cases.
What is What is Sexual Assault, Fatalities, Media Attention
200
This is our SLA goal.
What is to stay between 95-100%
200
This new Inbound role was just implemented to help action cases made from Manila.
What is Inbound QB
200
A rider reports that they are blind and use a service animal. The partner allegedly denied the trip and sped off, leaving the rider stranded in an empty Jewel-Osco parking lot. We'd send this over to this team.
What is A&D - Service Denial.
200
Having the "Right Solution" means
What is ensuring that the solution we communicated to the customer aligns with the customer’s concern.
300
Non SIU and SIU no longer have to follow this age old rule when wanting to solve cases out.
What is 24 hours for stakeholder approval.
300
"My driver found my Facebook profile and sent me a message! Unacceptable!" Would be classified as...
What is "IRT: Incidents > Inappropriate contact after trip."
300
Contrary to popular belief, Inbound agents CAN handle these types of cases and can utilize a TeamDot resource that lists these types of issues.
What is Cross Support -Safety Issues
300
A partner received a citation for unsafe driving behavior but is still eligible to continue taking trips. This is considered a minor violation. These are 2 examples of minor violations.
"Speeding, Rolling through a stop sign, Right on red No seatbelt, Cell Phone violation, Parking ticket"
300
Punctuation is one important element from this R2 category
What is Spelling and Grammar
400
Non-SIU is planning to be phased out on this date.
What is Around Thanksgiving.
400
After a recent update, we only hit the ESCALATE button on a JIRA if the following is true.
What is the case is an L4 or has confirmed media attention.
400
A rider calls in stating that they left their backpack in the vehicle containing important medication. What would we classify this as on the Zendesk Ticket?
What is IRT IBP > Urgent
400
When handling non-urgent Inbound reports, we use this official term to get someone off the phone.
What is Deflect
400
Saying "thank you" at the beginning and end of a phone call would get you an error in this R2 category
What is Consise
500
At the L1/L2 Level, Suspected Impaired Driving Logic has been changed to this
What is No longer have to escalate to deactivation after 3 reports.
500
These are the 4 steps of the Triage Workflow.
What is Identify Contact Type, Call the Reporting Party, Create a JIRA, Action Accounts
500
Currently, this is the only city in the US that has a 24/7 Driver Support Line.
What is Las Vegas
500
When a report does not qualify as a verbal altercation, we move it from IRT to one of the following...
What is "Rider > Trips > Feedback about driver > Professionalism > Rude driver or disagreement with driver or Driver > Trips > Feedback about rider > Attitude"
500
Making sure all necessary account, trip or tools actions are executed correctly per documented logic corresponds to this category of R2.
What is Right Actions.
M
e
n
u